Timely Response to Customer Issues

2009-05-21 14:11:26

Timely Response to Customer Issues

In a perfect world there would be no customer complaints or issues that required you to communicate with them when they are being less than pleasant. This however, is not a perfect place and some of your customers are going to call with silly inane/annoying questions because they aren't as savvy about computers or the product they are trying to utilize. On the other side of the coin your going to have those who know their way around systems and software like the back of their hand, there most likely will be some in this group who will get nasty if things don't work to their expectations.

I think one main things that tends to set off most people is when they are trying to get answers to their questions or resolve an issue they are having and they can't get a "live" person on the line. This is not so much of an issue for the smaller business professional but, there is a different aspect here that annoys the customer. Whether or not you utilize a secretary, voicemail or just answer all calls your self the customer maybe made to feel that they (not their issue they are calling about) are trivial at best.

The last thing you want is for your customer to feel that they are unimportant because the reality of this is that they are the ALL IMPORTANT component for your success as a business professional. So, addressing your customers needs/issues in a timely fashion is imperative.

In utilizing a secretarial option you should have a plan for handling these calls that come through in prioritized fashion. Should you be unavailable at the time your customer calls, returning their call within the time frame your secretary sets forth is a MUST! If, you are unable to do so your secretary should inform you that the time frame has expired and would you like to call the client or have them call the client to let the client know that they haven't been forgotten. This step may very well save you from having to deal with the disgruntled and aggravated client mentioned earlier.