It’s becoming a more commonly recognized irony that in this day of online communications and instant messaging, more and more people are feeling disconnected. This is especially true when it comes to customer service, and trends are showing that people are longing for a personal touch when choosing a product or service.
At Towne, we continue to see how the foundation of personal customer service is based on communication. Businesses that plan for and deliver consistent, professional, and personalized communication solutions have the most loyal customers. And often, this connection begins with a customer’s first phone call and then carries through each interaction with a business. Here’s how answering services help:
The Crucial First Impression
The old adage of “you never get a second chance to make a first impression” is timeless and universal. Damage is already done if potential clients or consumers are greeted by an impersonal voicemail, a confusing list of prompts, or a harried receptionist that barks, “Hold, please.” Studies have shown that one-third of callers will hang up if they receive voicemail, and long hold times may give the impression that a service provider is too busy or disorganized to handle more business.
Answering services ensure that customers are greeted quickly and professionally, and with full attention. At Towne, we often talk about how we staff our call center based on “gracious service,” meaning no receptionist has to rush through a call or task. As outlined in The Power Of Words, a huge benefit of answering service receptionists is that they can give each caller undivided attention – this is true for conversation, emails or texts.
Answering service receptionists are also trained to repeat the caller’s name, engage in positive, productive dialogue, and impart an attitude of caring helpfulness. That goes a long way in making customers happy.
The Right Answers, Whether “Yes” or “No”
Customers love it when the answer to their question is yes, especially if delivered with enthusiasm. If they are calling to inquire whether or not you offer a service that happens to be one of your strong suits, for example, answering service receptionists won’t just say “Yes.” They’ll say, “Certainly! That’s our specialty. I’d be happy to tell you more about that.”
If the answer to a caller’s request is no, it’s still important to leave a positive, helpful impression. Receptionists will tell the caller that your company doesn’t offer the service they’re requesting, but then offer an alternative if appropriate. For example, if a caller is looking for a primary care doctor and you’re a dental office, a receptionist should tell them that should they need dental care in the future you’d be more than happy to tell them more about your practice.
And if the answer to a caller’s question is truly, “I don’t know,” receptionists shouldn’t waste the caller’s time by bluffing it. Instead, they should simply say, “That’s a great question! I want to be sure I give you the right answer, so do you mind if I put you on hold while I check?” Or, if it’s going to be more than a minute or two before the receptionist can be back on the line, they should offer to find out and call the customer back.
These are just a few of the ways answering service receptionists are trained to be professional communicators on behalf of the company they’re representing. Such skills let your customers know that you care about them enough to ensure that they’re treated graciously and that their loyalty matters.
If you’re curious about whether an answering service might help enhance your customer service needs, call Towne Answering Service at 800-660-4316 for a free consultation, or visit our website to learn more about our various business solutions and service commitment. We can partner with your business to provide personalized, exceptional customer care that meets your specific needs and goals.