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 #8
"So glad I got your voice mail again after leaving messages the last two days." Said no customer ever!
Waiting for a return phone call and not getting it is a customer pet peeve that can cost your organization money. Returning phone calls and emails should happen same day, but never more than one full business day later. It helps to educate customer on the expected response time as well. A sure fire way to lose business from a prospective customer is to not answer the call and then not return the call. We had one client who knew that when their prospective clients were calling around, they would likely do business with the first live person they got who could help them. Knowing that about their prospective clients, the recommendation was made to utilize a virtual assistant or answering service. This resulted in more closed business for this company.