When thinking about how you can deliver the best service to your customers, you should consider what you feel good customer service really is. Where does it start? If you trace a client’s experiences of your business from first point of contact through closing the deal to delivering your service and the final contact, you need to aim to make every point as pleasant an experience as possible.
A telephone answering service can help with the first three points by making sure that every time a client or a potential client calls they hear a happy, friendly voice. The Zoomettes always smile when we answer a call, and we are always eager to help the caller. We never take a caller for granted just because they are already a client – every caller is treated as we would treat our own customers. You can test us on this just by calling!
Even your last contact with a client should leave them thinking positively of you. It is always a good idea to ask them what they thought of their whole experience with you, whether it was positive or negative. Feedback is useful in improving your service – if you don’t know what’s wrong, you can’t fix it.
Thursday, 21 July 2011
Thursday, 7 July 2011
The Crucial Moment - First Contact
A company’s call answering skills tells you a lot about the level of customer service they offer. When you think about it, that isn’t surprising as a telephone call is often the first point of contact with a business and that first contact sets the tone for the whole business relationship.
The way you answer the telephone tells someone how much you value their business, and what sort of company you are. If you or your receptionists answer the telephone grumpily and are generally unhelpful or uncommunicative, that reflects negatively on the company as a whole. While you may get away with it on subsequent calls, that first call is a crucial factor in determining whether or not you close the deal with that caller.
Using a telephone answering service like Zoom UK ensures that every call is answered politely and with a friendly voice. No caller needs to hear an engaged tone or go to voicemail, so you need never miss out on a potential deal or upset a current client.
The way you answer the telephone tells someone how much you value their business, and what sort of company you are. If you or your receptionists answer the telephone grumpily and are generally unhelpful or uncommunicative, that reflects negatively on the company as a whole. While you may get away with it on subsequent calls, that first call is a crucial factor in determining whether or not you close the deal with that caller.
Using a telephone answering service like Zoom UK ensures that every call is answered politely and with a friendly voice. No caller needs to hear an engaged tone or go to voicemail, so you need never miss out on a potential deal or upset a current client.
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