Speed changes everything

"Your call is very important to us. We appreciate your patience. The average

hold time right now is sixteen minutes." Give me a fucking break.

Getting back to people quickly is probably the most important thing you can

do when it comes to customer service. It's amazing how much that can defuse a

bad situation and turn it into a good one.

Have you ever sent an e-mail and it took days or weeks for the company to get

back to you? How did it make you feel? These days, that's what people have

come to expect. They're used to being put on hold. They're used to platitudes

about "caring" that aren't backed up.

That's why so many support queries start off with an antagonistic tone. Some

people may even make threats or call you names. Don't take it personally. They

think that's the only way to be heard. They're only trying to be a squeaky wheel

in hopes it'll get them a little grease.

Once you answer quickly, they shift 180 degrees. They light up. They become

extra polite. Often they thank you profusely.

It's especially true if you offer a personal response. Customers are so used to

canned answers, you can really differentiate yourself by answering thoughtfully

and showing that you're listening. And even if you don't have a perfect answer,

say something. "Let me do some research and get back to you" can work

wonders.