{"id":1137,"date":"2007-08-17T07:47:40","date_gmt":"2007-08-17T12:47:40","guid":{"rendered":"http:\/\/selectmetrix.com\/blogs\/2007\/08\/how-responsive-is-your-company\/"},"modified":"2007-08-17T07:47:34","modified_gmt":"2007-08-17T12:47:34","slug":"how-responsive-is-your-company","status":"publish","type":"post","link":"http:\/\/selectmetrix.com\/blogs\/2007\/08\/how-responsive-is-your-company\/","title":{"rendered":"How Responsive Is Your Company?"},"content":{"rendered":"<p><img data-recalc-dims=\"1\" loading=\"lazy\" decoding=\"async\" align=\"left\" width=\"86\" src=\"https:\/\/i0.wp.com\/selectmetrix.com\/blogs\/wp-content\/uploads\/2007\/08\/windowslivewriter1230805a3e35-8f18keyboard.jpg?resize=86%2C61\" height=\"61\" style=\"margin: 5px 10px 10px 0px\" \/> Here is a fascinating survey regarding customer service from large companies.  The article is from ManageSmarter.com &#8211; <a target=\"_blank\" href=\"http:\/\/www.managesmarter.com\/msg\/content_display\/publications\/e3i07b4dbb2a064255c9456d0fb32a55364\">Return to Sender: Responding to Customers<\/a>.<\/p>\n<p>I think you will find the format quite clever:<\/p>\n<blockquote><p>Every year, our organization conducts a customer service survey by sending the following one-sentence e-mail to our list of respected and admired companies: What is your corporate policy regarding the turnaround time for e-mails addressed to customer service? The subject of the e-mail is &#8220;Customer Service.&#8221; The goal of the research is to see who actually answers the question, which is different that simply responding and how long it takes them.<\/p><\/blockquote>\n<p>The results:<\/p>\n<blockquote><p>Here are highlights from this year&#8217;s survey:<br \/>\n\u20ac\u00a2 33 percent of companies answered us within 24 hours, <strong>down almost half<\/strong> from a high of 63 percent in 2002.<br \/>\n\u20ac\u00a2 <strong>51 percent<\/strong> answered us, regardless of time frame from 2002&#8217;s high of 86 percent.<br \/>\n\u20ac\u00a2 My favorite response: &#8220;Thank you for your inquiry. [Our] corporate goal is to respond to ninety-five percent of all inquiries within twenty-four hours. I know that seems strange as I&#8217;m responding to you seven days after receiving yours\u20ac\u00a6I apologize for that.&#8221;<\/p>\n<p>This is not a game and we were not trying to trick anyone. We are simply looking at companies through the eyes of a humble customer, because the proof of dedication to customer relationship management is what happens to one individual&#8217;s e-mail; it&#8217;s where the rubber meets the road.<\/p><\/blockquote>\n<p>And I can&#8217;t top the closing paragraph:<\/p>\n<blockquote><p>Based on the dismal results of our annual e-mail survey, the common thought seems to be, &#8220;We would have a great business if it weren&#8217;t for all those annoying customers.&#8221; This begs two important questions: How responsive is your company? How do you know?<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"<p>Here is a fascinating survey regarding customer service from large companies. The article is from ManageSmarter.com &#8211; Return to Sender: Responding to Customers. I think you will find the format quite clever: Every year, our organization conducts a customer service survey by sending the following one-sentence e-mail to our list of respected and admired companies: What is your corporate policy regarding the turnaround time for e-mails addressed to customer service? The subject of the e-mail is &#8220;Customer Service.&#8221; The goal of the research is to see who actually answers the question, which is different that simply responding and how long it takes them. The results: Here are highlights from this&hellip; <a class=\"read-more\" href=\"http:\/\/selectmetrix.com\/blogs\/2007\/08\/how-responsive-is-your-company\/\">Read More<\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"bgseo_title":"","bgseo_description":"","bgseo_robots_index":"","bgseo_robots_follow":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":false,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[14,9],"tags":[],"class_list":["post-1137","post","type-post","status-publish","format-standard","hentry","category-communication","category-sales-techniques"],"jetpack_publicize_connections":[],"jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p5Oho-il","jetpack-related-posts":[{"id":1593,"url":"http:\/\/selectmetrix.com\/blogs\/2008\/05\/customer-service-hall-of-shame\/","url_meta":{"origin":1137,"position":0},"title":"Customer Service Hall Of Shame","author":"Derrick Moe","date":"May 28, 2008","format":false,"excerpt":"Here is a list you do not want your company to be on.\u00a0 From MSN Money: That reality is borne out in the results of MSN Money's second annual Customer Service Hall of Shame, a ranking of companies with the worst customer service, based on a nationwide survey commissioned by\u2026","rel":"","context":"In &quot;Trends&quot;","block_context":{"text":"Trends","link":"http:\/\/selectmetrix.com\/blogs\/category\/hiring\/trends\/"},"img":{"alt_text":"hallofshame","src":"https:\/\/i0.wp.com\/www.selectmetrix.com\/images\/Posts\/CustomerServiceHallOfShame_8018\/hallofshame_thumb.jpg?resize=350%2C200","width":350,"height":200},"classes":[]},{"id":1827,"url":"http:\/\/selectmetrix.com\/blogs\/2008\/12\/bbd-pay-for-customer-service\/","url_meta":{"origin":1137,"position":1},"title":"BBD-Pay For Customer Service","author":"Derrick Moe","date":"December 15, 2008","format":false,"excerpt":"BBD=Bad Business Decision.\u00a0 I am always amazed that companies want to charge for customer service, but obviously it must work for them.\u00a0 I can see where computer customer service is a difficult thing since you often have uniformed end-users.\u00a0 However, this abcnews.com story is over-the-top (my bold): Many consumers are\u2026","rel":"","context":"In &quot;Communication&quot;","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":240,"url":"http:\/\/selectmetrix.com\/blogs\/2006\/08\/how-important-is-customer-service\/","url_meta":{"origin":1137,"position":2},"title":"How Important is Customer Service?","author":"Derrick Moe","date":"August 17, 2006","format":false,"excerpt":"Extremely important. I bet you knew that. Yet, it seems that many companies do not realize what type of customer experience they are providing through their customer service dept. Inc.com's article - Companies Receive Poor Grades for Customer Service - is one of these annual surveys measuring customer perceptions. This\u2026","rel":"","context":"In &quot;Communication&quot;","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":531,"url":"http:\/\/selectmetrix.com\/blogs\/2006\/12\/workplace-fibs-in-britain\/","url_meta":{"origin":1137,"position":3},"title":"Workplace Fibs (in Britain)","author":"Derrick Moe","date":"December 29, 2006","format":false,"excerpt":"From Yahoo News - Gadgets seen as best way to tell white lies: More than four out of five people admit to telling little white lies at least once a day and the preferred way of being \"economical with the truth\" is to use technology such as cell phones, texts\u2026","rel":"","context":"In &quot;Communication&quot;","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":1167,"url":"http:\/\/selectmetrix.com\/blogs\/2007\/09\/the-best-customer-service\/","url_meta":{"origin":1137,"position":4},"title":"The Best Customer Service","author":"Derrick Moe","date":"September 6, 2007","format":false,"excerpt":"can be found at the supermarket according to the latest Harris Interactive poll (h\/t JustSell.com). This year\u20ac\u2122s annual Harris Poll ranking industries on how well they serve consumers finds that the supermarket industry does the best job according to U.S. adults. Fully 92 percent of adults think supermarkets generally do\u2026","rel":"","context":"In &quot;Trends&quot;","block_context":{"text":"Trends","link":"http:\/\/selectmetrix.com\/blogs\/category\/hiring\/trends\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":2643,"url":"http:\/\/selectmetrix.com\/blogs\/2015\/10\/one-third-of-ceos-are-worthless-in-sales\/","url_meta":{"origin":1137,"position":5},"title":"One Third Of CEO&rsquo;s Are Worthless In Sales","author":"Derrick Moe","date":"October 28, 2015","format":false,"excerpt":"Those aren\u2019t my words but rather the findings from a Selling Power survey.\u00a0 From the article: A recent Selling Power online survey found that 29 percent of sales leaders judged their CEO useless when it comes to creating a sale. Almost one third and I think I have worked for\u2026","rel":"","context":"In &quot;Communication&quot;","block_context":{"text":"Communication","link":"http:\/\/selectmetrix.com\/blogs\/category\/communication\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_featured_media_url":"","_links":{"self":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts\/1137","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/comments?post=1137"}],"version-history":[{"count":0,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/posts\/1137\/revisions"}],"wp:attachment":[{"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/media?parent=1137"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/categories?post=1137"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/selectmetrix.com\/blogs\/wp-json\/wp\/v2\/tags?post=1137"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}<!-- WP Super Cache is installed but broken. 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