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Timeliness
即時性
原文:
It is important to resolve customer issues as quickly as possible. The longer a problem persists without resolution, the greater the customer’s level of frustration.
How do you judge timeliness?
翻譯:
盡快解決客戶問題很重要。如果問題無法解決，問題持續的時間越長，客戶的沮喪程度就越大。
您如何判斷及時性？
原文:
Timeliness is actually a very subjective thing: it is truly something that is defined by the customer and the situation. Some customers expect an immediate response (i.e. now or in the very near future: five to ten minutes). Other customers understand that the problem may take some time to resolve and may be willing to wait a couple of hours. Still others understand that the situation is going to take more time to resolve for a variety of reasons. For example, some more extensive repairs may be delayed for several days while waiting for parts to arrive.
翻譯:
及時性實際上是一個非常主觀的東西：它確實是由客戶和情況所定義的東西。一些客戶期望立即得到響應（即現在或不久的將來：五到十分鐘）。其他客戶知道該問題可能需要一些時間才能解決，並且可能願意等待幾個小時。還有一些人知道，由於多種原因，這種情況將需要更多時間來解決。例如，在等待零件到達之前，一些更大規模的維修可能會延遲幾天。
原文:
The nature of the problem will dictate what is a timely response. If a user or customer is at a work stoppage, a quick response by the technician is expected. If a user has forgotten a password, an immediate password reset is a timely response. In the case of a non-functioning printer in a room with other printers, a slower response is more acceptable.
翻譯:
問題的性質將決定什麼是及時的響應。如果用戶或客戶處於工作停頓狀態，則技術人員會做出快速響應。如果用戶忘記了密碼，則立即重置密碼是及時的響應。如果房間中的打印機無法正常運行，而其他打印機則可以接受較慢的響應。
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