Locked lesson.
About this lesson
You will learn the importance of speed in responding to your customers.
Exercise files
Download this lesson's related exercise files.
Respond Quickly.docx54.5 KB Respond Quickly - Solution.docx
57.1 KB
Quick reference
Respond Quickly
The speed in which you respond to your customers is very important when it comes to providing excellent customer service.
When to use
Always respond quickly to your customer to show them that their request is important.
Instructions
Respond quickly:
Show the customer that their request is important and take action right away (send an email, make a phone call, begin working on a solution).
78% of consumers have bailed on a transaction or NOT made an intended purchase because of poor customer service.
Say the following things so customers feel that quick response:
- “I will take care of this for you right away.”
- “We will have this resolved for you ASAP.”
- 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.
Lesson notes are only available for subscribers.