Great Customer Service Is A Matter Of Timing

Customer EngagementCustomers expect more and more from the businesses they deal with. They may know they are one of hundreds of customers, but they never want to feel that way. A big part of making that happen has more to do with when you do something rather than what you do.

For example, when a printer breaks down, a good customer service experience is finding out you don’t have to pay for the part. That quickly turns into a poor customer service experience when it takes five weeks to get the part, particularly when its an inexpensive part. The delay in service is more important than the minimal cost.

When someone is contacting customer service, the most important word to know is “now.” When do they need service? Now. It may not always be possible to get them everything they want, but the faster you solve the problem, the happier they will be.