Responsiveness：A Key to Effective Customer Service.pdfVIP

什 重要的 重要性 A customer’sworstnightmare when asking for customer service isthatthe requestofr assistancewillbemetwith noresponse．The following customerstatementsindicatehow upset somecustomersbecome： “Icauedon Tuesdaywi th arequestofrinformation．It’Snow Friday，and Ihaven’thearda thing．Isyourcompanyclosed?’’ “YOU toldmeyou couldhavethatdoneofrme．Idon’tcare ifBillXVASscheduled outon vacationduringthattime，andhe’stheonlyonewhoknowsthedetails．” W hatdo thesetwo customershave in common?A lack ofresponsivenessfrom the people they’Veaskedofrhelp-- customerservicereps．Thenumberonecomplaintofcustomersisalack of infomr ationrfom vendors． M orethan anythingelse，customerswantservicerepstoberesponsive．Responsivenessisthe processoftaking action quickly to meetthe specific needsofcustomers．Itmeanskeeping customersinformed aboutongoing activityrelated to theirrequestsand giving them asensethat fulfillingtheirrequestsisimportant．How areyou goingtodothis?Therearefiveactionsyoumust taketoensurethatyouarebeingresponsive． 1．Understandexactlywhateachcustomerneedsfrom yourightnow Beforeyou can beresponsive．you haveto understand exactlywhatyouarebeingresponsive to．Somecustomershaveneedsthataresimpleandstraightforward： “Canyousendmeanupgradetomysoftware?” othercust0mershaveneedsthataremorecomplex；somearen’tcapableofgivingyou allthe informationyouneedtoberesponsivetotheirneedsbecausethey don’tunderstandthecomplexity oftheirownrequest： “W hat’sthebestwaytogettoItaly?’’ On thesurface，thisrequestappearssimple，butbeforeyou can suggesttravelarrangements， youDrobablyneedtoknow whatthiscustomermeansbytheword “best”． Whensimplerequestsareanythingbut，it’syourjobtofigureoutexacdywhatthecustome reauiresbeforeyoutakeanyaction．Thismaymeanthatyou havetoaskthecustomerquestlon to uncoversonleofthemissing details，orthatyou have to describein detailallofthe factorsthat impactthatrequest． 2．Ackm)wledgethecusto