Respond Quickly

Quick reference

• 00:03 In this video, we're gonna continue to look at response and
• 00:07 responsibility in customer service.
• 00:10 So the next thing you have to do is respond quickly.
• 00:16 You have to show the customer that their request is important and
• 00:19 take action right away.
• 00:21 So whether that's sending an email, making a phone call,
• 00:23 just beginning to work on a solution, okay?
• 00:26 Because 78% of consumers have bailed on a transaction or
• 00:31 not made an intended purchase because of poor customer service.
• 00:36 I'll say that again.
• 00:36 78% of consumers have bailed on a transaction or
• 00:40 not made the intended purchase because of poor customer service.
• 00:45 Has that ever happened to you?
• 00:45 Where the customer service was so bad you're like, you know what,
• 00:48 I don't even want your product or service anymore.
• 00:50 I'm out of here.
• 00:51 I'm gonna go find somebody else.
• 00:53 Okay, so you have to show the customer that their request is important and
• 00:57 take action right away.
• 00:59 Especially if they're upset.
• 01:00 But even if they're not upset.
• 01:02 Years ago, I was in Paris.
• 01:04 And I was there with my wife and some friends of ours.
• 01:07 And we were doing some shopping, and we're in this great area,
• 01:10 and I think I even bought a scarf.
• 01:11 An American buying a scarf, go figure.
• 01:14 So I'm walking around and we're looking for different things, and
• 01:18 I notice my buddy's got on a pretty cool backpack.
• 01:21 And I needed a backpack at the time.
• 01:22 I'm like, dude, that's a pretty cool backpack.
• 01:23 He told me a little bit about it, took a look at it.
• 01:27 Didn't think much more of it.
• 01:28 We get back to the States.
• 01:30 I'm in San Diego.
• 01:31 And I get an email from my buddy.
• 01:33 Says, hey this website has this backpack and it's on sale right now for 50% off.
• 01:37 I say, that's pretty cool.
• 01:40 So this is about 5 o'clock at night.
• 01:42 So I went online.
• 01:43 I purchased it, and I figure I'll get it in a few days,
• 01:47 whatever, paid for it, put it on my credit card and sent it off.
• 01:52 So the next morning about 9 AM I get a knock on my door and
• 01:57 it's a delivery guy and I'm like whoa.
• 02:00 What does this guy have.
• 02:01 I don't remember ordering anything.
• 02:04 Sign it.
• 02:04 Guess what it was?
• 02:06 It was the backpack that I had ordered 16 hours before.
• 02:09 Whoa, that was quick.
• 02:13 That was quick.
• 02:14 Totally blew me away.
• 02:15 I was like this place is amazing.
• 02:17 Right, and it was the exact backpack that I wanted.
• 02:20 Everything was great, okay, so show the customer that
• 02:24 their request is important and take action right away right.
• 02:27 Because we live in what I like to call the microwave society.
• 02:30 We want it now, we want it now, and
• 02:32 sometimes I hear from clients our customers are just to demanding.
• 02:36 No it's not that they're to demanding it that other companies are giving them
• 02:40 things faster, friendlier, making it more fantastic, and
• 02:44 we need to constantly be thinking, but how we can do it for our customers as well.
• 02:50 So, you might say to them, I will take care of this for you, right away.
• 02:55 That feels good.
• 02:56 This person's gonna take care of this for me right away?
• 02:59 Awesome.
• 03:00 Next we will have this resolved for you ASAP.
• 03:04 Now, you're not giving them a time zone,
• 03:07 you're not saying okay in the next ten minutes.
• 03:08 Maybe it could take ten minutes, ten hours, ten days, ten weeks,
• 03:11 it doesn't matter.
• 03:12 ASAP, as soon as possible.
• 03:14 So whatever that is, looks like with your system or
• 03:17 whatever the problem is, you're gonna take care of it ASAP.
• 03:20 We will have this resolve for
• 03:21 you ASAP because that's going to help reassure me as well, isn't it?
• 03:26 Okay, so what do we do?
• 03:27 You wanna respond quickly,
• 03:28 show the customer that their request is important and take action right away.
• 03:33 Send that email, make a phone call,
• 03:36 begin working on a solution don't just dilly dally around.
• 03:38 Why? Because, 78% of consumers have bailed on
• 03:42 a transaction or not made an intended purchase because of poor customer service.
• 03:47 What types of things can you say to people?
• 03:49 I will take care of this for you right away.
• 03:50 We will have this resolved for you ASAP.
• 03:55 All right, good work.
• 03:56 I'm gonna see you guys in the next video.

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