Beth Boen is on a mission at The VOICE Customer Service Training - to restore the lost art of providing exceptional customer service and turn the tide on poor customer service becoming the norm! Her blogs contain tips on how to provide exceptional customer service in everything you do!
Customer Pet Peeve #7
"Um, you only answered one of my questions in my email. Now I have to waste my time and send another email."
Who hasn't sent a customer inquiry email and listed a few questions in it, only to get a response with one question answered? Perfect example is a parent who sends a teacher an email that asks several questions. The busy teacher responds to only the first question of the email. The parent sends subsequent emails and the busy teacher never reads the emails thoroughly to answer all the questions. This makes the parent frustrated. Make sure that whoever you have answering customer emails and website contact inquiry forms is trained to read every email thoroughly and answer all questions in the email. Additionally, whoever is responsible for this duty, instruct them to check the organization's spam or junk mail daily. Sometimes, legitimate customer emails and/or website inquiry form contacts can go into the spam folder.