Set your benchmarks for call duration and general time with the customer in relation to the ultimate goal of first call resolution, NOT the other way around. Why you should care The secret sauce to any great customer service and support organization is the people who work in it. Customers gain confidence when you respond quickly and solve their problems for good.
Some response is always better than none so the customer doesn't feel ignored. People who were given the bad news first were more likely to feel better about what they were told, while people who were given the bad news last were more motivated to act on the news.
They partner with universities around the world, such as Berkeley, Harvard, and University of Kyoto —— the school by which the Culture of Services: New Perspective on Customer Relations course is presented. Regardless of the situation, assume the position of a leader. So how do you ensure customers get the star treatment when they contact support?