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Article: The key is response time.(information management)(customer service development)
- Article from:
- Information Outlook
- Article date:
- February 1, 2005
- Author:
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In a customer service presentation I've given to information professionals over the years, I always stress the importance of putting yourself in your customer's shoes. I often use the example of ensuring that on receiving the great piece of research you have carried out, your customer does not say, "That's great, but what about such and such?" If you had put yourself in your customer's shoes, you would have anticipated the question and dealt with it. However, I think that in the future I shall use another example, namely, response time.
I was reminded of the importance of response time a couple times this week, when members thanked me for my quick response, even ...