Improving Your Customer Service - Part 3

At Zoom Answer Call, customer service is one of our greatest strengths - we believe that your customers build your business, and it's important to treat each one as well as possible. If you need professional assistance to help boost your customer service department, our call answering services can help! Or if you're simply in need of a few pointers and tips to raise your customer service game a little, then read on... (You can also read part 1 and part 2 of our customer service series for more advice.)

1. Say "yes" whenever you can. This means finding a way to help your customers no matter what. If you can't do exactly as they ask, then offer a suitable alternative or compensation - the fact that you've tried to accommodate their request will serve as a big positive for your customer service reputation.
2. Know when and how to apologise. Sometimes things go wrong - everyone can understand that, and even the grouchiest customer can be appeased if you handle it the right way. Apologise, admit your error and - most importantly - deal with the consequences professionally and quickly.
3. Make things easy for your customers. This includes finding information, organisational systems, transactions, enquiries, returns and complaints. If your customers can't get hold of you, or become confused and frustrated trying to negotiate your system, website or customer service line, they will either become angry or simply give up. Keep a reliable human element in your business and make sure there's always help at hand for your customers. This may mean implementing a phone answering service to ensure that there is always someone professional and knowledgeable at the end of the phone.
4. Go above and beyond. How can you improve on your competition and give customers more? How can you offer a better and more reliable service? How can you surprise and delight your customers? A big part of this can come down to customer service - customers like feeling like they are valued and respected on an individual basis. Take the time to show your appreciation. Ask if there's anything else you can do. 
5. Train your employees well and include them in the daily workings and development of your customer services. Having happy and knowledgeable employees means that they will pass these benefits onto your customers. Show them the importance of your customer service department and work together to find ways of improving it.

We hope these tips have been of help to you and your business in improving your customer services. If you need practical help with customer service management, call answering services, a virtual reception,  seasonal cover and more, get in touch with us at Zoom Answer Call.

Improving Your Customer Service - Part 2

Does your company's customer service need a boost? At Zoom Answer Call, customer service is our first priority and we strive to improve the customer experience for every business we work with. If you need a few pointers on how to raise your reputation and polish your customer service skills, you'll find some tips below. You can also read part 1 of our customer service series here.

1. The moment you pick up the phone or are approached by a customer on the shop floor, give them your undivided attention. Distraction and preoccupation are the enemies of good customer service! Your customers need to feel as though they are genuinely being listened do, and you need to pay attention so that you are clear about their enquiry or problem and can help them appropriately and effectively. If you are unable to set aside time for this kind of focus, consider employing a phone answering service to do it for you. 
2. Anticipate potential problems or additional needs. Communicate with your customers during and after sales to find out if there's anything else they would have liked from their interaction with you, or if there are any follow-ups you should be carrying out. Anticipating what your customers want from the overall experience with your business helps you to provide a better service, boost your reputation and reduce complaints.
3. Treat customers as individuals. Ask for their name and use it. Always make a note of any information they give you so that you can refer to it later and show them that you have been listening and taking in what they're saying. One size does not fit all in customer service - what one customer is happy with, another may find insultingly lacking. Determine how best to resolve an issue on an individual basis and tailor your customer services to each customer you deal with.
4. Be sincere. There's nothing worse than knowing that someone who is supposedly trying to help you is being fake. Customers value sincerity and a genuine effort to make them happy. Even if you can't fix their problem, approaching it from a sincere and apologetic starting point can pave the way for a positive interaction. Our Zoomettes are trained to answer each call with a smile and handle every enquiry with professionalism and genuine care.
5. Say "thank you". Remember that your customers are what keep you in business! Thank them for their time, their business and their enquiries. Customers remember bad customer service and they remember excellent customer service - make sure you're on the right side of that coin!

For more tips and tricks to boost your customer services, keep watching our blog for part 3 - coming soon. For customer service management and call answering services, Zoom Answer Call can help you to ensure your customer services is always of the highest quality and professionalism. 

Improving Your Customer Service - Part 1

As a professional call answering company, we know the importance of good customer service - it's built into everything we do, every call we take, every customer we speak to. Whatever your industry, customer service is a necessary and integral part of your day to day business. Whether you work B2B or B2C, your customer services sets you apart from competitors, strengthens your reputation, and assists with new customer acquisition as news of your good deeds spreads via word of mouth. So long as your reputation is positive, of course...

If you need to improve your company's customer services, the following tips might help. In the first of a 3 part series, we're looking at some simple ways to revamp your approach to customer services:

1. Dedicate time and effort to your customer service department, no matter how small. Relegating customer services as a secondary responsibility means you will never stay on top of your enquiries or complaints. If you genuinely don't have the time or manpower to prioritise customer services, think about employing a call answering service to do it for you! Having a service like Zoom Answer Call means you never have to worry about a missed call or a forgotten enquiry. We have services to suit every style and size of business, and we offer a great range of additional benefits to help the day to day running of your company.
2. Know what your customers want. Invest in market research and tailor your products and services to really suit your customers' needs. The better you adapt your company to the specifics of your target audience, the better service you will provide. In turn, it will be easier for your customer services to respond to customers' requirements.
3. The customer is always right, and customer services are always polite. Remember that mantra, especially when dealing with a difficult customer! Even the most negative complaint or problem can be rectified with swift and reasonable customer services. The most important thing is to stay polite, stay calm and stay objective - if a customer is angry or irritated, don't take it personally. Try to see it from their point of view and imagine what you'd like to hear as a response. At Zoom Answer Call, our Zoomettes are professionally trained to handle all sorts of difficult calls and enquiries, and can help you to smooth problems and resolve issues in your customer service department.
4. Make yourself available 24/7. High on the list of customer service bugbears is not being able to get through to a representative, or getting stuck in a never ending labyrinth of automated responses. If you can't provide comprehensive customer services for your company, a call answering service can allow you to offer round-the-clock customer service to your clients and give you assurance that your business will always accessible.
5. Listen to your customers! Whenever you receive a customer call or enquiry, make sure you clearly understand what they are telling you. Identify their tone of voice and respond appropriately. Make a note of any information you are given so that you can easily refer to it later if necessary. Try not to make assumptions about what they want - instead, repeat back the core of what they've said to you to ensure you've got the message right. Good listening is the first step to genuine and effective customer service. After all, if customers don't feel like you've listened and understood them, they're going to end up frustrated and irritated.

For more tips on improving your customer services, stay tuned to our blog and we'll post part 2 and part 3 in this handy series soon.

Annoying Voicemails? Not with a Zoomette on board!

There's nothing more annoying for a customer or a potential customer being left hanging on the other end of the line whilst the phone rings and rings eventually going to a cold automated voice mail service. When it comes to telephone manners first impressions count on the phone just as much as they do in a face to face situation. By using Zoom's answering call service you never need worry about the possibility of not getting to the phone in time or the danger of losing a customer because they preferred not to leave a voice message.

Our professional team of Zoomettes are your very own virtualreceptionists and will answer your calls efficiently, courteously and with a smile, leaving you to concentrate on other areas of the business. We offer a flexible cost-effective service that is there when you need it, whether you require your calls to be answered day and night or during standard business hours, having a phone answering service shows that you care in a world where time is valuable. Why not give us a try with our free 7 day no obligation trial and discover a whole new way of phone answering – get in touch on 0800 583 5020. 

Who'll answer your phones when the snow plays havoc?!

Ahh that fluffy white stuff that brings the UK to a grinding halt – yes we're talking about the snow! Love it or loathe it the past few years have seen a significant of snowfall and it's probably not over for the winter yet. Be it an inch or several feet there is no escaping the fact that everything comes to a standstill creating a dramatic loss for many businesses, especially if your staff are having to stay at home due to schools being shut or being unable to commute. So who'll look after the phone calls should your own business need to close or you have no manpower to take the calls.

Our call answering service team are there to help. If you are unable to get to the office or you are short of staff due to a heavy snowstorm our friendly zoomettes are ready and waiting to take those all important telephone calls. Keep your business running smoothly whatever the weather with our ad-hoc service that is flexible and tailored around you as and when you require us. Call us now on 0800 583 5020 and we can have you and and running in just 10 minutes or use our onlineform to request our no obligation 7 day free trial.

New Year, New Strategy - Time to Outsource Those Phone Calls

As your business heads into another new year are you considering a new strategy to make your company run more efficiently and effectively. We have the solution to how you can make the most of having more time whilst reducing costs. Why not outsource some of your businesses activities such as answering the phone. 

It can be somewhat surprising as to how large a proportion of the working day is taking up in answering telephone calls and it can be a major distraction for your employees. By simply investing in a good Telephone Answering Service your staff can focus more on the high value work which results in making you more profit such as marketing and advertising. You will even find them working more productively in less of the time. 

Research has show that in using a Telephone Answering Service can significantly reduce staff absences and potentially save you as a business up to £75 per employee for each sick day they take off. 

Whether your a small or large business Zoom Answer Call believe that service really is everything, not only for you, but to each and every one of your clients too. We offer a range a flexible service to suit your company's individual needs. From call management and appointment booking, customer service and providing information. With highly trained phone answering personnel - the Zoomettes - each of your calls will be answered with a smile in a polite and friendly manner. 

We can also offer call centre services and virtual receptions. Why not give us a call and we can personalize a service for your requirements today - 0800 583 5020.

Staff off sick, no one to take those calls? - Zoom can help!

We know how important it is to have your businesses telephone calls answered quickly and efficiently. During the winter illnesses and sickness in your staff is likely to increase, from colds and the flu to the recent outbreak of the norovirus. If you have one or several employees off sick and you need some help and assistance with manning your incoming telephone calls then Zoom Answering service can help.

We offer a telephone answering service cover for sickness leaving you and the other members of your team to concentrate on other key areas of the business rather than be constantly bothered by a never ending ringing phone. You'll never need worry about being short staffed again when you sign up to our ad-hoc back up service and become a member for life. This service enables you to use us as and when required for short term cover as you can't foresee the future. Not only does this service cover you should your employees being off sick, you can also use this in the event of an emergency, line faults, on bank holidays and throughout busier periods of the year. Our flexibility means that our call answering services can be tailored around you and your clients, call us today to discover how we can assist you on 0800 583 5020.