Yes, so many companies miss this very important link………read on to find out how. There are many customer service quality attributes, today my focus is on the correlation between responsiveness and profitability. Responsiveness is concerned with how fast you are as an organization in responding to customers’ requests and needs.
Responsiveness is tested on a number of fronts:
- ANSWERING PHONE CALLS
during my days in African Sun, the Hospitality & Leisure giant, answering the phone within three rings was the standard! A company phone should not ring for years without being answered. Phones must be answered promptly depending on your company policy. Rings must ideally not exceed three times.
- ANSWERING EMAILS
Customers may write to us via Email or WhatsApp. It’s important to respond in a reasonable time even when you will get back to them after sometime.
- ANSWERING AT RECEPTION
the reception is a physical interface that warrants very special attention. It must be manned all the time!
Chero munhu akanzi aenda kulunch ngapasashaye munhu! I have been to many receptions and no-one responds to you in good time! This must not happen to our receptions at HBF businesses. Ngatikurumidzei kusevha vanhu. There could be many other ways through which customers could reach us, let’s try to be fast and responsive. The world of business is fundamentally characterized by stiff competition in a free-market economy. Monopolies are the ones known for dragging their feet in service.
In a perfect competition kind of market structure, customers will simply switch to others offering better and faster service. From a strategic performance standpoint, you will be losing market share. So your profitability will suffer too. So you lose on two fronts, strategic and financial. That’s why ini ndakazopedzisira ndaisisa WhatsApp Business, kuti inofanodaira nekupindura vanhu chero foni yangu ndisina pandiri ipapo.