One of the ways KCSI has built its business has been to deliver outstanding customer service. At KCSI, we have maintained a two hour call return policy. A great deal of the people who call us never expect a response, figuring that there’s nobody here behind the website to help them. When someone answers the phone, people frequently say, “I can’t believe you answered the phone. I never expected to get a real person!”
The truth is that the only people who ever find out about our two hour call return policy are those who call us after business hours. In terms of email, wait time might be about the same, but most often is less. Backlogs of emails from the night before require some nimble responses, but you will hear back from us as quickly as humanly possible. After all, your response time to your customers represent your company’s reputation, and can have powerful and dramatic repercussions.
For instance, let’s say a possible client is choosing custom software and your company is neck-and-neck in terms of qualifications. 83% of the time, the would-be client will leave a message with both companies, and then wait – and they’ll ultimately choose the company that got back to them first. They have a right to expect that top level of service. And as the powerful result of that service quality, YOU have the right to expect that they will mention your software – and its customer service quality — to others.
So imagine, you get free referrals based only on a high quality service that you ALREADY provide. You can’t get much more for your support dollar than that, a support dollar you already have marked in your budget.
For more information on optimizing the many dimensions of your customer service, check out John Jantsch’s wonderful book “The Referral Flood”. For more information on receiving the best customized software, contact KCSI at www.kcsi.ca. ?