Thursday, October 25, 2012

Customer Response

 When you get an email or message from a customer, how long does it usually take you to respond back?  Do you respond right away or do you take your time? If so, how much time does it take for you to respond?
Have you ever had any complaints on how long it's taken to respond?
If you go on vacation or something, do you set up an away message?
Recently I've messaged some shops and find it that it takes them a while to reply. I find it odd. To me, customer service is extremely important and a shop should respond right away, don't you think? Even if it's just to say they are behind or working on responding back to my questions. I just want to know they received my message and will answer my questions when they can...
What do you think?


daniii♥ said...

That depends. What if the shop owner is on vacation? Is it an Etsy shop? If so, most of those are one owner/crafter shows. You can't respond to emails if you're busy crafting. I think some customers are too impatient. You can't expect an email back from someone within minutes or even hours if they're the only owner of a busy shop. I think they should reserve one day a week specifically to answer customer emails.

Creative Minds said...

most of the times if they are on vacation, they put their shop on vacation mode, don't they?

I'm not saying I expect a repsonse within minutes, but if it's been a couple of days or a week, then I get a little annoyed

Rose Kute said...

I respond to my messages in 24-48 hours.
I know shop owners that are extremely busy that have a template if you will, something like 'working on answering messages, will get back with you as soon as I can'
kind of a message to just acknowledge that you messaged the shop.
Customer service is very important to any business. Without great customer service a business can't succeed.

Creative Minds said...

I agree 2kute. I am all about customer service. I like that idea about the template message

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