Share
For all customer inquiries, let them know you got them. When you receive an email, letter or voicemail from a customer, acknowledge your receipt immediately, even if you do not have an answer. Let customers quickly know you received their request or question so they are not wondering what to do next. They do not expect good service so you will surprise them.
When you can answer questions quickly, do so, otherwise give them an estimated time to respond. If you can answer them correctly in a short period of time, do so. Otherwise tell them you are working on getting them an answer and tell them when they can expect to hear from you if you cannot provide a response right away.
Even if you do not know how to answer an inquiry, contact and acknowledge the customer. When the customer is asking a question, the worst thing to do is ignore it because you do not have an answer. Acknowledge the customer and let them know you regard their questions as important and will get an answer for them as soon as possible.
If you have no answer, give the customer an estimated response time. Remember not to make customers wait on you forever because they do not have to in this competitive market. Tell them you got their request and you are working on it and should have it in XX minutes, XX hours, XX days (you fill in the date and time). If you do not give the customer some type of response, why should they wait on you when competitors are out there ready to take them away from your firm?
Respond respectfully, be honest, talk to them quickly and do not hesitate. If the time lapses more than what you told the customer and you still do not have their answer that was promised, tell them the truth. Tell them you do not have the answer, but are still working on it and you will call them back with an answer as soon as you get something concrete for them. Give them a time frame and stick to it. This is the least you can do if you want to retain your customer.
Responding is the least you can do so get it right; the marketplace gives you no choice. This is simple stuff; do what you say you were going to do in the first place. What is so hard about doing this? You do not tolerate poor service yourself so do not give it.
