Customer Service: Dig to the Root of the Issue

* Respond within 24 to 48 hours. It’s not necessarily imperative to come up with a resolution that quickly, she said, since it’s not always possible to fix the problem immediately. But respond right away to alert the customer, “Here’s when you can anticipate hearing from us.”

* Exceed expectations. There has to be a “wow” in today’s world of sophisticated, educated customers. And you’re creating a customer experience every time a customer is touch by your organization, she pointed out.