A timely response to customers forms a pivotal part in the overall customer experience extended to them.
Customers ask for a service, make a query or register a request with huge expectations from a company, underneath lies a hope to get the quickest of responses.
What is TAT or turnaround Time?
The length of this TAT goes a long way to make customers stay with a company or leave it
Customers want to get respect, they want their requests to be heard earnestly, they want to feel that they are esteemed and there is no way better by handling their request in a time-bound manner.
Being ignored is the worst emotion they can bear and they will carry a poor image of the organisation in their mind. While a brand spends a fortune in building its reputation, a poor TAT or no reply from the organisation will ruin it instantly.
Once they are on board with you, they can bear anything but neglect. Your products or services may be of top-tier quality, but if you don’t meet their expectations in responding properly to them in time, you are not going to retain them.
Companies must declare the TAT both to company employees and customers so that there is no expectation mismatch. For example here in Recherche Digital, we have a TAT of 3 hours for customers on all working days.
Every person in the organisation is bound to reply from earliest to a maximum of 3 hours on working days. While employees follow the TAT religiously, customers must also be informed about maximum waiting time. This includes the enquiry of our service even on the form we declared how long they should expect the response.
Here are two ideal processes of declaring TAT
While most of the time TAT ( Turnaround Time ) is only related to external customers or deals but same may be well used inside the company (internal TAT)
Like in Recherche we have internal TAT of five hours that means any employee can expect a response from any member including management member within five hours
Why TAT is important?
In many companies during the contract formation, TAT is specially motioned and agreed upon, for example for critical services TAT may from Instant to a maximum of an hour time while in non-critical services it may be beyond 1 hour to a day.
TAT to a customer is undeniably an integral part of the final customer experience delivered by businesses. Sometimes, quicker responses cover the mistakes in the delivery of services, customers are generally so happy with the quickness of the response that they gloss over the mistakes and move ahead.