It’s good customer service to resolve issues quickly. The customer sees the light at the end of the tunnel. They more quickly bring their anxiety and stress, their negative emotions down. And they more quickly get to a solution.
But this tip is not about them. This tip is about you.
The more an issue drags on, the more likely the customer is going to call you back, e-mail your co-worker, try to get your boss on the phone. It’s extra touch points. Maybe they are just trying to get an update, or maybe they don’t realize that it’s on your To Do List already, or maybe they’re wanting to light a fire by bringing your colleagues into the matter.
Whatever the rationale behind their extra communications, it’s causing you more work, and it could be increasing pressure and stress from inside your organization.
When issues are still open, when they still are not resolved, they are part of your backlog. They’re part of the things that you need to address. They become one of those things you have to organize and manage, one of the many actions that you need to track and take.
So, the more open items there are, the more you have to manage, the better organized you have to be, and the more opportunity there is for something to fall through the cracks.
Stress is an emotion that we feel; it’s reflective of pressure that we’re under. And while stress is a reality of life that we all have to deal with, there are opportunities for us to operate in such a way that we can avoid the causes of some of the stress.
One way to do that is to try to address issues on the spot. Try to resolve complaints as quickly as possible. It’s not just great service to the customer, but it’s a good way to serve yourself.
Avoid some stress by addressing issues quickly.
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