Who's Answering Your Email?
Websites,
e-mail and digital voice mail are changing the game
in business. Some companies are taking the lead with
great digital service like Computers.com and Amazon.com.
Others are falling far behind.
A friend of mine had a complaint about the service at
a local hotel. He visited the hotel’s website
and wrote to the ‘feedback’ e-mail address
provided.
One week later he got this reply:
‘Dear Mr ____,
Sorry, but I’m
not the PR manager. For an effective complaint letter,
I suggest you write directly to our General Manager.
He’ll take immediate action. (Personally, I
agree that the service here isn’t fantastic.)
Please do not mention my name in the letter. Thank
you.’
Obviously the General Manager had no idea who was answering
the hotel e-mail, or how it was being answered! (He
does now. I forwarded him the message, without the writer’s
name.)
E-mail is just as important as a handwritten letter
or a fax…only faster. Align your speed of response
to the technology your customers are using.
Key Learning Point
Customers will communicate in whatever manner is most
convenient for them. Provide high quality response at
every point of contact and reply.
Action Steps
Ensure
someone qualified answers all incoming e-mails. Have a
standby in case that person is away. Impose a maximum
response time of 24 hours, or sooner. E-mail doesn't wait!
Next Article in Customer Service Contact >>
How Not To Build With Bytes
First Article in Customer Service Culture >>
Top Ten Tips To Build a Superior Service Culture
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Ron Kaufman is an internationally acclaimed customer service training educator for quality service.
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