If you’re using or thinking about using this kind of service then make sure you get the most out of it.
I’m going to give you 5 tips on how to best use a Call Answering Service. Some see it as a very rigid service, actually, it’s incredibly flexible and can work wonders for your customer service.
1.) Keep your Call Answering Service/Virtual PA up to date on everything.
Let them know when you’re popping out for a meeting or going to be handling deliveries all day. If you can’t ring customers back until after a certain time or day, tell them and they’ll update your customers accordingly. There is nothing more frustrating for all parties if the customer can’t have their expectations met so it’s bet to let the operator set those expectations using the information from yourself so that nobody is disappointed.
If a member of staff leaves, if a new one joins your team, it’s crucial to always be 100% up to date.
2.) Give them as much information as you can.
Train your call answering team so that they can handle quick enquiries and so that they can genuinely help in situations where you can’t be contacted. Call answering is a customer support service, the more we can help your customers, the happier we are. Turn around times, basic fees, access to booking forms. It all helps to create a seamless customer service experience and these days, that’s more important than price alone.
3.) When on holiday and you don’t want your customers to know.
Leave the call answering team with details of phone numbers for suppliers and delivery companies so that they can chase orders and deliveries, you’ll be surprised at how much this can take away the strain whilst you’re trying to enjoy yourself stress free.
4.) Call your customers back.
Believe it or not this is the biggest sin we experience on a daily basis.
There is only so much a virtual PA can do for you in certain situations, just like if you had your own dedicated receptionist, when orders go wrong, financial matters arise and things that only the business owner can deal with, ringing your customers back and sorting issues will not only help with better customer service reviews for your business, it’ll also keep your call answering cost down too.
5.) It needn’t be your little secret
Customers demand good customer service, they demand communication and they usually want it fast.
Call answering used to be a dirty little secret, a little trick small business’s use to fool their customers.
It needn’t be this way any more.
Our own research has shown that even people who know they are speaking to a call centre are much happier than leaving a voice mail because they know we have a great connection with who we’re servicing and have a direct link. Plus if we’ve been kept up to date as per bullets 1 and 2 above, we could even help them with their enquiry. Call Answering Services aren’t a get out clause, they’re an advantage that shows you care about your customers, you care about making sure they have the human touch and care enough to pay a real person to interact with them when normally they’d be going unanswered or to a voicemail never knowing if they’ll be called back.
For some business’s, the solution is to tell your customers you use a call answering service. Your most demanding customers have their expectations managed more efficiently and they then leave concise info and they know it’s going to get to the relevant person fast, they know not to ask technical questions and are more than happy to wait for a return call.
Customers don’t care who they speak to, as long as they receive a good quality service, good communication and get what they want.
There we go! I hope this helps.
There is a growing trend that customers are looking for high quality service, high quality products at often not the cheapest price around. The consumers are wising up to the old adage, buy cheap buy twice, get what you pay for attitude and are starting to realise that paying the right amount of money is the smart move as they’d much rather have the comfort of dealing with a company that values it’s customer service and retention rather than somewhere who just wants to undercut everybody.
Telephone handling is often misunderstood (or maybe there are quite a few useless ones around) and this, as above, needn’t be the case. If done correctly (like we provide) it can be an absolutely essential part of your business. To provide stellar customer service and support for your customers.