customer response times: how long is too long?

I made to a call to a company the other day and encountered a voicemail message telling me that the caller would return my call within 3 hours. I went away satisfied, able to get on with my work and confident that I would get a call back and didn’t need to make a mental note to call again.

In the same week I had an ‘out of office’ response to an email informing me that the recipient was working part-time this week as it was half-term and so may take a little longer than usual to get back to me. Too much information? I don’t think so. Again, I felt happy to be kept informed.

In contrast I ended up in an anonymous ‘phone queue the other day and, though I was probably only on hold for a minute, by the time I’d been blasted with ‘I’m in the mood for dancing’ I was in the mood for murder!

Unless you are operating in a truly time critical environment it seems to me that the best way to keep customers happy is to keep them informed. Think about what is an appropriate time scale to return a call or email in your particular business scenario, tell your customers when they can expect to hear from you and most important of all…stick to your promise.

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2 responses to “customer response times: how long is too long?

  1. I agree! Say what you mean and mean what you say! Nice photo by the way.

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