January 22, 2021
People do not like waiting
We live in an instant gratification world and customers want real time information, especially when something is not working. Businesses almost have to be the “Burger King” of the customer service world so you, the customer, can “Have it your way.”
Response times are typically measured in business hours. This is extremely important to customers, as they do not want to be waiting around for a service technician to respond. And there are different types of response times; the appointment date and time the technician is scheduled to arrive, a phone call notifying the customer of the technician’s ETA, the actual time a tech arrives onsite, and the amount of time it takes to resolve the issue that was reported from start to finish. All types of responses should be measured. Service level agreement (SLA) targets should be set and tracked to ensure that response times are decreasing. If response times increase, you need to dig in, see what is not working, and fix it.
At NAVCO, it takes an average of 1.1 trips to fix any service issue, compared to an industry average of 3.
People also want the resolution to their problem to be as easy as possible.
Harvard business review states “First, delighting customers doesn’t build loyalty; reducing their effort—the work they must do to get their problem solved—does. Second, acting deliberately on this insight can help improve customer service, reduce customer service costs, and decrease customer churn.”
66% of customers switch companies due to poor customer service
82% of customers have stopped doing business with a company due to bad customer service
58% are willing to spend more on services that provide excellent customer service
95% of customers share bad experiences with others.
The National Dispatch Center schedules service for NAVCO and ensures that SLA’s are being met. NAVCO’s Dispatch office is open M-F 8am – 8pm EST to provide customers with the highest level of customer service and a Trips-to-Resolution average of 1.1, compared to the national average of 3.0
If you are tired of having to settle with your present integrator, contact NAVCO today, and know that your property, employees, and your job is safe.