In the article 20 minutes is too long for Twitter Customer Service, Michael Pace notes that the “@HyattConcierge Twitter response time goal (service level) is 20 minutes.” He then talks about whether that is the right goal – particularly from the customer’s perspective. Mr. Pace offers several standards based on the type of social media that customers are utilizing – interesting data, so check out the article.
So this begs several questions for your business – whether or not you’re in the Twitter world. What expectations do you have for the timeliness of responsiveness to customers? How do your organization’s expectations match up with the customer’s expectations? How do you find out your customer’s expectations? How do you share your organization’s expectations with your employees? How do you address your processes and systems to help employees meet those expectations? How do you measure expectations vs. reality? Finally, how do you communicate those expectations to customers so their expectations are more realistic?
This is a lot about expectations, but remember that studies have shown that 40% of customer dissatisfaction is because the company didn’t meet customer expectations. Maybe they overpromised, or they just didn’t do the bare minimum of what a customer would expect.
So get with the customer service and marketing leaders at your business, and talk about customer expectations. What is realistic? How do we communicate realism in a positive manner? What needs to be improved? How do we improve? How do we become GREAT?
There’s a lot that businesses try to do every day to improve customer service – but those efforts need to include a clear focus and strategy around setting, meeting, and striving to exceed customer expectations.
Read our New Book – “Ask Yourself…Am I GREAT at Customer Service?” http://www.amigreatat.com/
Listen to our latest podcast episode of “Stepping Up Service” on The MESH Network at http://themesh.tv/stepping-up-service/
Interested in improving your company’s customer service? See more at our new website! http://www.cssamerica.com/