Management
Customer service may not be a race, but there is still a need for speed. 69% of customers say they judge the quality of customer service on whether they receive a quick resolution to their requests. In other words, if you snooze, you lose. But even if you don’t take this into account, serving people faster simply nets you better sales results. The more customers you can serve in the same timeframe, the better.
Now, each industry has their own list of “family recipes” when it comes to delivering time-sensitive customer service. But there are also many common sense tactics that can be applied to any business and result in faster service.
Team
Researchers have found that perceived wait times feel longer than actual wait times. A five-minute queue in an oppressive waiting room can feel draining. That’s why it’s harmful to think of queues as anything other than a part of your service. As soon as customers get to feel involved in the servicing process, the wait effectively ends.
