You can also find out more about why this happening and read regular updates on our website – just go to TheWaterCompany.com/streetworks, If you would like to contact us directly, call: 01234567890. For example, if a customer sends a request at 3pm and a customer service agent responds by 4pm, then the response time is one hour. And, they have a wild assortment of custard-based desserts. Published On: 3rd Oct 2018 - Last modified: 6th Aug 2020 Read more about - Customer Service Strategy, Customer Service, Editor's Picks, Language, Positive words, Rapport. Maybe you’re thinking of a company that actually implemented one of your suggestions, both improving its product and proving that its customer feedback forms aren’t just for show? You’ll find my number at the top of this letter. If there’s anything else I can help you with, please let me know. Even if you’re not in the hospitality industry, you can implement personal touches like this in any business. To get in touch, follow him on LinkedIn. The more people who know about and speak positively of your brand, the more people who will be inspired to try it (and be impressed by your amazing customer service). Freddy’s invests well beyond industry norm in customer service training. They pay more attention to feedback in the verbatim and not the actual net promoter score. Customers expect the same treatment no matter where they go. Or did you have a memorable cancellation-related customer service experience with an online retailer – and it showed you that these guys (unlike the rest) won’t try to suck you dry, making them your new go-to online marketplace? This report tells you how much effort your customers have to put in to get their issues solved. The big idea: The human aspect of customer experience is irreplaceable. However, if you're tired of manually counting customer requests using post-it notes and spreadsheets, then what you need is a solution that provides out-of-the-box reports that … We need to do some important repair and maintenance work outside [address]. Customer service reports are very important that helps you to increase the quality of customer service you deliver. It's very easy and convenient. After the initial thank you, it doesn’t hurt to continue to stress that “your business is very much appreciated”. Customers expect you to respond to their reviews. More importantly, how many requests have been responded to? We apologise for the delay in our response. 2. Who was it that helped your customer? All the staff wear a very nice smelling fragrance across the entire hotel. Or, you do what many customer service managers do – count them. Templates just need to be really well constructed, form part of an overall framework and be supported by training and QA (Quality Assurance). For example, if an agent responds to a customer and the customer replies, the same agent will receive the customers reply. Active language helps to take ownership of the customer query. Great customer service too. That just recently happened to me with Amazon. ‘Easiest way is to apply online’ – influences customer’s choice of service channel, Uses bullets to lay out information in easy-to-read format, Includes insurance detail – demonstrates knowledge and expertise, ‘Tip’ gives insurance options – builds trust, Addresses the customer’s query first ‘we’d cover up to £300 of their value, Less effort for the customer – no need to go digging around for the Policy Schedule, They offer a phone call, in case the reader wants to speed up the process, They use headings to highlight the different stages of the process, They use “I” and not “we” (as in the company) to highlight that someone is taking ownership of the customer’s issue, They use the customer’s words, such as “default” or “repossession”, to directly respond to the customer’s problem, The company put the most important information first, in a large font, They use headings to clearly signpost when and where, so this impact on the reader becomes immediately obvious, They offer reassurance to the reader that this will not be a long process, They use an active tone of voice to highlight their urgency, They highlight where the reader can go for further information, They continue to stress that “your business is very much appreciated”, They don’t just ask for your feedback – they explain why it is important, They open the dialogue for any problems to be quickly rectified.