Timely service to customers does not always mean that a solution can be provided ‘right now’, but it does mean that the customer will be kept informed on the timelines and a reasonable and effective solution will be provided at the end of the deadline. If they are forced to wait or your company is unable to respond to their problems and needs when they want, customers are quick to take their business to someone who will serve them how they want, when they want and wherever they want help. In turn this allows your company to have a better control on customer communication and relationships which proves to be an extremely profitable tool.Ĭustomers have so many options in terms of companies and offerings and also a vast ‘buffet’ of communication channels to choose from, and hence no longer have the willingness to wait for service. Timely service to customers is perceived by them as getting personalized and immediate attention which is something that every customer values. It is the onus of the company and its representatives to keep customers engaged and to cater to their needs. A single broken promise can soon have a happy customer turn into your greatest foe translating to tarnished reputation, loss of business both from current and prospective customers and huge costs in damage control. It is also about ensuring that any promise made by the company – on delivery, service, phone answering, responses via other channels – are kept each time. Timely service to customers is not just about providing swift solutions. However, the omni-channels can prove to be a major advantage for those companies that use them effectively, swiftly and in ways that keeps them ahead of competition. The challenge for companies is to maintain uniformity of service across all contact points and through all the channels of communication now available.
The main differentiation then is customer service and within this realm communicating regularly, striving towards innovation, reducing costs and effort for them and providing timely service to customers are highly critical. It is no secret that the economic and business environment has become tougher – there is increased competition, more similar offerings and a customer base that is becoming smarter. Timely service to customers is an essential part of customer service and is one of the aspects that help to forge a strong bond between the company and their customers, leading to business success. Failure at any touch point to provide timely service to customers can and does result in them getting frustrated and ultimately taking away their business and also spreading the negative experience with others. Irrespective of the position or role in the company, the skill or expertise level of a person – each person must ensure that if the customer interacts with them for anything, the service provided must be top class and the customer should be delighted. The task of providing timely service to customers is everyone’s. Customers have the right to be kept informed – their time and money are invested in your company. It is the responsibility of the company and its representatives to ensure that they receive timely service by way for efficient and speedy responses. Customers will always have queries, some questions or will just want to connect to remain informed. Timely service to customers includes a vast array of actions – promptly answered phone calls, knowledgeable and timely solutions to problems, prompt delivery, keeping promises and other such aspects. Irrespective of the size of your company, the number of years of experience and the large numbers of skilled workers in your company, if you are unable to provide timely service to customers they will not stick with you for long.
Equally important is the fact that they expect timely service and failure to do so by a company would make the customers leave for someone who is more attentive to their time. In the previous exposition we spoke about the fact that customers leave when they feel they received slovenly treatment. Failure to solve a problem in a timely manner.” – Report by Harris Interactive
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