Turning around Customer Service Expectations
We live in a day and age of immediacy. We want what we need now because we have been conditioned to get things very quickly. Technology has helped deliver information, correspondence, entertainment and communication in a nanosecond and it has eroded our ability to have patience. I am no exception. In fact, I fear, I am probably one of the worst. It has come to my attention that I may have an unfair expectation of what an acceptable turnaround time for customer service in this day and age.
Response ExpectationsMy expectation, which I never thought was overly aggressive, is that if someone you are working with, sends you an email, then an appropriate response time is within 24 hours. I do not think this is an unreasonable expectation considering most of us carry our email and phones with us everywhere we go, and are checking it multiple times a day, if not multiple times an hour! If I send an email with questions to someone in a service industry, that either already has my business, or is trying to get my business, I would hope that I would receive a reply within that timeframe, or in the least, an email apologizing for the delay, but that I could expect a reply in the next (enter the promised time here). However, I realize that my expectation has grown from years of experience in the agency business, where we were basically trained to drop everything and respond to a client with lightning response time. So, I admit, my expectations may be a symptom of my twisted past. But then, I came upon this little gem of research: http://www.toistersolutions.com/blog/2014/4/17/customers-and-co-workers-expect-faster-email-responses stating that based on a survey sent by the author, the suggested response times based on expectation is:
- Responding to a customer = 4 hours
- Responding to a co-worker = 1 hour
- Responding to a friend = 4 hours