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The secret of great online customer service is speed
- Timothee 18y agoWhen I was tech support engineer many times people were really surprised and thankful for a quick answer. The trick is to be able to come up with an intelligent answer and not just buying time with the customer. Even though I usually found that it's better to respond fast asking for more info if you don't have the definite answer. The customer usually is happy to have a quick answer but doesn't necessarily get back to you fast. It gives you time to figure it out...
- patio11 18y agoApologies, empathy, fanatical dedication, and accurate responses which resolve problems are more important than getting to someone within 5 minutes. They're also much easier to actually put into practice for most small businesses. If you establish and cultivate a perception that you'll be on top of all issues within 5 minutes, then you better enjoy that beeper you just bought yourself, because you're going to be hearing it a lot. Adjust as appropriate for conditions in your business/industry. (If people can die, spring for the beeper.)