Zoom - How We Work

Using the phone to connect with people is still one of the most popular forms of communication, which is why it’s important for all businesses to keep on top of those important phone calls, which can either make or break a business. Here at Zoom, we understand the significance of each phone call, which is why we treat each call with the utmost importance and professionalism. Our team of Zoomettes answer, manage and route your calls in the best manner possible, whenever you need us to. 

Give us a call and we’ll guide you through the steps of how you would like us to answer your telephone calls. Even though we’ll be answering your calls, you’ll be fully in control. You can decide how you would like your calls answered, if you would like your calls to be put through straight to you, or if you would prefer a message to be taken and emailed/texted to your mobile. 

Begin your 7 Day Free Trial and transfer your calls today. At the end of your trial, you will receive a report which states the breakdown of costs and a monthly estimate based on your week’s worth of calls. You can also always call us and let us know your feedback, and if you’re happy to go forward, you can just simply sign up online to our services!

Dealing with a disgruntled caller

Talking on the phone and dealing with callers can generally be quite a pleasant experience. Although from time to time, there will be that one caller that can be quite difficult to deal with, and no matter how polite and civil you are, you still can’t appease the person on the other side of the phone. Dealing with this type of situation can be quite difficult, however there are various ways to diffuse the situation and ensure that it doesn’t escalate any further. 

It all starts by listening to the caller, although this may be the last thing you want to do if they start getting abusive towards you. In this type of situation, the first thing to do is to make the caller aware that you won’t tolerate abuse of any kind, you’re there to help them, not be their verbal punching bag. Saying something along the lines of “I understand that you’re frustrated sit/madam, but I won’t tolerate being spoken to in that manner, I want to help you and ensure that this issue gets resolved” will help tame the situation, as well as putting the caller in their place. If you’re struggling to understand or listen to the caller for whatever reason, jot down key points on a piece of paper, looking back on these notes at the end of the call can sometimes make more sense than in the midst of a difficult phone call where tension levels are high. 

Nothing gets a caller more rattled if they feel as if they aren’t being listened to. This is why it’s key to ensure that you’re actually listening to them, and not just agreeing for the sake of it. You could end up missing key points, misunderstanding the situation and repeating yourself, or worse, making the caller repeat themselves. Try not to pass the caller around to different people either, the caller will only get more rattled and end up having to repeat themselves over and over again. Certain words and phrases can diffuse the situation and ensures that the customer feels as if they’re being listened too, such as “I can understand why you’re frustrated” or “I too would be upset”. Clever vocabulary doesn’t have to stop there. Using words such as honestly, sincerely and genuinely reassures the customer that you are indeed being honest and fair with them. 

When people are angry, all they want to do is vent out their frustrations. It’s important that you let the caller do this, as interrupting mid sentence will only make them more irritable, as you’re stopping them from getting their point across. Sometimes the caller can make you angry as well, but it’s paramount that you remain calm, and most importantly don’t turn the call into a raging argument by passing judgement. This will only reflect badly on you.

It may seem obvious, but don’t shout back, don’t tell them they’re stupid and don’t say they’re wrong. Sometimes it’s about being the bigger person. You know that they’re wrong, other people around you know that they’re wrong, and at the end of the day the caller probably knows that they’re wrong too. Diffusing a difficult situation is much more rewarding than proving someone wrong and letting your pride get in the way.   

Sometimes resolving the situations straight away isn’t always possible, and making false promises may seem like a great solution in the short while, but can be detrimental in the long run for you and the customer. Ensure that the call ends on a high note if possible, it’s always a good sign if someone calls up angry and they go away satisfied.

Why Does my Business Need a Phone Answering Service?

If you're wondering whether your business needs a phone answering service, try answering the following questions...

• Are you able to answer every call that comes into your office, and dedicate time and a polite, friendly response to each one?
• Are you able to quickly and efficiently act on each call you receive, whether that means booking an appointment, providing information, or sending out brochures or products?
• Does the person answering your phone have specific training in how to deal with each type of caller?
• Do you have address finder software so that you can look up your caller's address using just their postcode? 
• Do you smile every time you answer the phone? (It really does make a difference!)

If you can't answer yes to all these questions, then you may be in need of a call answering service. At Zoom Answer Call, nothing is too much trouble. We can adapt our service to suit your requirements, whether it's simple call management, brochure sending, appointment booking, customer service, providing information, or covering holidays or staff absences. Our highly trained personnel are flexible and articulate, and answer each call with a smile to ensure a friendly, polite response.

We also offer call centre services, virtual reception services, call handling for franchises, and help with downsizing or outsourcing. Get in touch to find out more, or try our 7 day FREE trial!

Your Brochures Need Never Be Late Again

You probably know by now that we offer call answering services for businesses, small and large, but some of our other services may have slipped under the radar. For example, did you know that we can send out your brochure for you?

Many incoming phone calls are simple requests for information, and other call answering companies will simply pass on that information along with the caller's number. This means you then have to call the customer to get their address, and then send out the brochure. That seemed like rather too many steps to us at Zoom, so we decided to shorten the process!

At Zoom, if we receive a call requesting information that is covered by your brochure, we can send it out for you! We will include your preferred letter and stationery which should be ready stamped with either 1st or 2nd class postage. That way, by the time you return the customers call, they are already familiar with your products, and your company comes across as much more seamless and professional.

That isn't all, not by a long shot. Here at Zoom, we truly believe that service is key, and that means the service we provide to both you and your clients. And we're flexible! If there is something else we can do to make your life a little easier, and your business run a little smoother, just call and ask!

Give your business an extra Zoom!

Zoom UK isn't just a call answering service. Although our Zoomettes are the best in the business, and our award-winning services are loved by our customers, we don't just stop at call answering, re-routing and management. The following Zoom UK extras are available to assist in streamlining your company's daily tasks and increasing efficiency in every facet of your business.

Brochure Sending:

Keep on top of information requests and never send out a late brochure again. We can send out your brochures along with a specified cover letter and your own stationary to customers whenever requested. Brochures can be sent by 1st or 2nd class post, ensuring your reputation stays positive and your clients stay happy.

Diary Management:

Let us take the stress out of organising and keeping track of meetings, appointments and important dates. We can provide you with an online diary (or use your existing one) to book and remind you of your appointments, allowing you to concentrate on your clients, prospects and day to day tasks. We can be your own virtual personal assistant! Ideal for clinics, restaurants, recruitment companies, limousine drivers, or any company that requires regular management of reservations and appointments in a professional manner.

Holiday and Sickness Cover:

You can't always plan for the unexpected, but you can ensure that you're covered when you need back up. Zoom is here to cover holidays, sickness, emergencies and line faults, or even just to provide extra cover at particularly busy times of the year, including bank holidays, Christmas and shut downs.

Non Geographical Numbers:

If your company is expanding and you need to look a little bigger, Zoom can organise rental of non-geographical numbers (such as 0870, 0845 and 0800 numbers) that can be pointed to your Unique Zoom Divert Number. Non geographical numbers give a professional image, present you as a large, national company and are great for sales, technical support lines, short-term advertising and marketing campaigns and all the needs of a growing business.

Flexible Service:

At Zoom UK, we believe that service is everything, not just to you, but to your clients as well. Therefore all our services are completely flexible. Just call us on 0800 583 5020 and be on line within 10 minutes or click on the links below to find out how extensively we can help you.

Click here if you need someone to manage the response from your recruitment or marketing campaign, or to act as your call centre.

Click here if you need a team of receptionists transferring calls seamlessly to your employees