Archive for October 2018

Best Details for the Perfect Customer Service

Performance is determined on the basis of principles, regardless of the domain in question. Imagine you want to learn to swim faster or just better. One solution would be to go to the pool every day. Will you improve? Of course. But only until you have reached a certain plateau.

Another approach would be to find a particular swimming teacher who would help you understand the basics of swimming, such as that to reduce resistance in the water or that to improve propulsion, for example.

A good understanding of the principles of a discipline prepares you for autonomous and continuous development.The same goes for customer service. You could immerse yourself directly in specific techniques or study first the basic principles that govern the quality of customer service. With the go customer service the deals are perfect.

Speed

Speed ​​and responsiveness appear in almost all studies as one of the key determinants of service quality. According to a study by Warwick University, reaction time has the biggest impact on customer satisfaction (quick response) and dissatisfaction (slow response).

Graph representing customer satisfaction as a function of the resolution time

We have all been waiting desperately in a queue. The average American spends an average of 13 hours a year and 43 days of his life waiting before getting a service. Alex Stone describes this phenomenon as a “kind of endless torture”.

  • We have all been waiting desperately in a queue. The average American spends an average of 13 hours a year and 43 days of his life waiting before getting a service. Alex Stone describes this phenomenon as a “kind of endless torture”.
  • If you want to improve your service, responsiveness is a good starting point. There are several ways to measure the speed of your service, here are some examples:
  • The initial response time. This ratio indicates the speed with which a customer receives a response to their request. This does not mean that his problem is solved, but it is the first sign of life – the client knows that his question has been heard.
  • The average response time. This is the total average of the time elapsed between each answer. Let’s say that your email ticket has been resolved with 4 answers, with respective response times of 10, 20, 5 and 7 minutes. Your average response time is 10.5 minutes.

The time to solve problems.The average time before a problem is solved

Divide the number of questions answered into one answer by the number of questions requiring more responses. Forrester research has shown that first-contact resolution is an important satisfaction factor for 73% of clients.

The speed of service depends on a number of factors, including:

Some communication channels are faster than others. Emails are slow. The waiting time before getting an answer can be several days. Because of this, customers often use the phone because they need immediate help.