Uplifting Blog

Customer Service Quality Can Falter If Just Anyone Answers Your E-mail

Websites, e-mail and digital voice mail are changing the game in business. Some companies are taking the lead with great digital service like Computers.com and Amazon.com. Others are falling far behind and are letting their customer service quality falter as a result.

A friend of mine had a complaint about the service, or lack thereof, at a local hotel. He visited the hotel’s website and wrote to the “feedback” e-mail address provided.

One week later he got this reply:

‘Dear Mr ____,

Sorry, but I’m not the PR manager. For an effective complaint letter, I suggest you write directly to our General Manager. He’ll take immediate action.  (Personally, I agree that the service here isn’t fantastic.)  Please do not mention my name in the letter. Thank you.’

 

Obviously the General Manager had no idea who was answering the hotel e-mail, or how it was being answered!  (He does now. I forwarded him the message, without the writer’s name.)

E-mail is just as important as a handwritten letter or a fax … only faster. Align your speed of response to the technology your customers are using. Handle responses efficiently and effectively and your customer service quality will rise.

Key Learning Point For Customer Service Quality

Customers will communicate in whatever manner is most convenient for them. Provide high quality responses at every point of contact and make sure to reply in a timely fashion. No matter what form of communication is used, customer service quality depends on how you conduct yourself.

Action Steps For Customer Service Quality

Ensure someone qualified answers all incoming e-mails. Have a standby in case that person is away. If necessary, create “standard responses” for routine questions that ensure a courteous response. Impose a maximum response time of 24 hours, or sooner. E-mail doesn’t wait! Your customers won’t either!

—————————————————————————————————————————–

You may use this article in your free newsletter, website or publication providing you include this complete statement (below) with active links to the websites:

Copyright, Ron Kaufman. Used with permission. Ron Kaufman is the world’s leading educator and motivator for upgrading customer service and uplifting service culture. He is author of the bestselling “Uplifting Service” book and founder of Uplifting Service. To enjoy more customer service training and service culture articles, visit www.RonKaufman.com.

For commercial use of this article in a paid newsletter, publication, or training program, please contact us.

Follow Uplifting Service on Social Media for more useful insights and content!

Join the community and receive free resources, ideas, and invitations.

Ron Kaufman
Scroll to Top

Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.

How to Succeed
with Service

A Free Video Series for Leaders,
Managers, and CEOs

Discover how to differentiate your brand, improve financial performance,
and transform your service culture by delivering more value to everyone
you serve.

How to Succeed with Service?

A FREE video series for leaders, managers, and CEOs

Join the Worldwide Uplifting Community

We’ll send you free resources, education, and ideas for creating positive change in the world.

Welcome to the Worldwide Uplifting Community!

Here’s what’s next…

Check your email for the welcome we just sent – and reply to let us know you received it!

We’ve included some useful resources 
for you to explore…

…and we’ll be in touch to share more ideas 
and invitations for you.