As someone that deals with customers for my business, I understand the importance of good customer service and quick responses. If you are dealing with customers via the web, you need to try and ensure that you can provide a fairly quick response time. The better experience someone has with you, the move changes you have of getting a repeat customer.
Recently I had an experience with one business where I started to talk with them about a purchase and everything seemed to be doing well until all of a sudden the communication stopped and even after sending additional emails and a phone call, I got no response. As this was a purchase that I wanted to get completed, I decided to try another contact with a competing business. Well, the good news is the communication with the second business was wonderful and within a few hours I had all the information I required, and I also had made the purchase. Getting a quick response made me feel that I was valued by them and that they were available to assist me.
Customer service is a way to make or break a business, and understanding how keeping customers happy is very important. It ends up through this experience that I will be trying to make more purchases through the second contact, as they have been available to assist quickly. I understand that everyone is busy trying to make sales and help everyone, but if it takes you three days and I still haven’t got a reply, I think that shows me that I might need to check another spot for the purchase. If you are away and are unable to reply to a person, it is a good idea to ensure that you have your out-of-office notification on.
Customer service from a single-person shop to a major retailer has to understand that one bad experience can affect recommendations to others. If you are looking for a successful business, know that assisting your customers or even future customers can help or hinder your overall success.