No one likes waiting to be noticed, acknowledged, or helped … that is why RESPONSIVENESS is so critical to achieving customer satisfaction. So, what exactly is RESPONSIVENESS anyhow? It is our “willingness to help the customer promptly.”
It can be challenging to be responsive when you have multiple customers waiting in line or hundreds of emails needing attention. Yes, there are general standards of what prompt is. For example, if you enter a sit-down restaurant, you expect a hostess to greet you and ask how many are in your party. What do the service providers do when there are five other people in front of you that they need to greet first? That’s easy! Make eye contact and smile to let the customer know they are on your radar. Most customers understand there is a pecking order. Another example is responding to emails in a timely fashion when, nowadays, we are inundated with electronic communication. Here’s the tip – if you aren’t able to provide a complete response, then provide A response. Let the customer know you are working on getting them an answer. By doing this, you still show your willingness to help them promptly!