Jim Penman, CEO of Jim's Group, says fast callbacks are everything in customer service. He sets a two-hour maximum but aims for two minutes, because quick responses make customers feel valued and signal professionalism. Companies that call back fastest win the job.
Two hours ("the absolute maximum time you're allowed").
So let's start talking about what customer service is. When a customer calls our call center, what is the first thing that's going to impress them? Quick answer. So even before you've got the job, we're spending a lot of effort, a lot of time making sure that the customer's experience is as good as it possibly can be. Now, what are we going to promise them? Does anybody know going to call back within two hours? It's the absolute maximum time you're allowed. The quicker you can call back, the more likely you are to get the job. If they get a call back from our people, they don't tend to go anywhere else. What's the other reason? They feel valued. They feel you're professional. You feel you're honest. You promised two hours, called two minutes. Hey, this person is reliable. This person does what they say they will do and more. If you're the kind of person that rings back within two minutes, you'll be the kind of person that likely to turn up when you say you will get the job done. When you say, well, get the job done well, they often correlate together. So it's a sign to the customers, you're the kind of person I want to do business with.
Rising mental illness and falling birth rates have the same cause, it is this.....
