April 2 is #WAAD

World Autism Acceptance Day
World Autism Appreciation Day

Here’s to all the folks, friends, and family I will be celebrating today! #Neurodiversity

I deactivated my account for the month of Feb (bliss). Returned somewhat in March. Missed some folks, which brought me back. Considering spending more time, but it won't be the same as before.

So waving 'hello'. If the account goes dark or private - just being good to me.

A10 | #custserv

We make connecting easy - so that isn't an issue. No one should struggle to get service.

Q10 | #custserv

If your customer has a bad experience trying to contact you, what do you do for them?

A9 | #custserv

Everyone is given the tools and the autonomy to solve problems. Escalation only happens when the problem is something they haven't run across before.

Q9 | #custserv

Can your front line reps or agents solve problems or are escalations necessary more often than not?

A8 | #custserv

Email. It's our preferred form of communication as well. We archive responses so we know what was done, when it was completed...clients know that email chain shows progress.

Q8 | #custserv

What is your customers' favorite way to contact you? How do you know?

A7 | #custserv

Front and centre. As well as any other connect points (Get a quote, FAQ...) that are important.

Q7 | #custserv

Can customers easily find your phone number, your mailing address, social handles, and your email address on your site?

A6 | #custserv

When we were using social media - response was the same as phone. An ASAP between business hours (emails are extended hours)

Q6 | #custserv

What is your average time to respond to a customer service question on social media?

A5 | #custserv

We don't have, again, phones should be answered.

Q5 | #custserv

If you have an interactive voice response (IVR) system, do customers have the option to get a live agent quickly? How?

A4 | #custserv

If the line is busy, they will have the option to leave a message. We call back. The first free moment.

Q4 | #custserv

If customers phone, do you offer a call-back option, or expect them to hold?

A3 | #custserv

It does not. We rarely have someone go to hold or voice mail because they are important to us. Phone calls are answered unless there is a crisis situation, in which case, we change the message to answer to what is happening.

Q3 | #custserv

Does your phone recording say, 'Your call is important to us'? How often? Why?

A2 | #custserv

Email, followed by phone. It's on the web page, in communications, what we tell them when they sign up.

Q2 | #custserv

What is the *best* (most efficient/effective) way for customers to contact your business for service? How do they know that?