Being a small business owner isn’t a 9 to 5 job; it’s a lifestyle. You can work as hard as you can and put in as many hours as is possible, but it seems like there’s always more to be done. You can’t always be the one greeting customers at the door or personally delivering a service. You also can’t always be there to answer your business’s phone. Whether it is late at night, over the holiday, or simply an inconvenient time for you, there will be instances that you can not pick up the ringing phone. So, what happens? Who is answering your phone when...
Answering Service Blog
Providing quality customer service, even over the phone, is paramount in keeping your customer’s happy and your business profitable. How do you want your brand to be perceived by those who call? Friendly? Smart? Trustworthy? When we speak, our listeners get an impression of how we feel from our tone of voice. It is not enough to just say the right words; we also need to be cautious about the tone we use so that we convey our message effectively and professionally. If your customer service reps let their underlying frustration with a rude customer interfere with the conversation, it is sure to make the situation worse and you may even lose a customer. Follow these helpful tips to keep the professionalism in your company’s phone conversations:
Topics: customer service
If this is your first time looking into an answering service or if you just need a bit of a refresher, here are four things to consider before hiring a telephone answering service for your business:
How it will affect your bottom line
What is the fee structure?
What is included in the pricing plan?
Quality and experience
Searching for an answering service can be a stressful task, but it doesn't have to be. Regardless of whether you're searching for a telephone answering service for the first time or you're looking to switch providers, the points above will help you make a more informed decision for your company.
Have you ever thought about what it costs your medical practice when you miss calls after hours? It could be much more than you think, especially when it’s a patient trying to cancel their appointment. According to physicianspractice.com, a no-show appointment costs your practice both financially and with regards to your patients’ confidence. When you start to consider all the things your physician's office may be losing by missing after hours calls, a 24/7 answering service becomes an extremely cost-effective solution.
Topics: after hours answering service
Whether you are a plumber needed for a broken pipe or a doctor’s office with incoming emergencies, many small businesses have clients and customers that need to contact them after hours. While it may be tempting for you to try and handle these after hour calls yourself, this task can quickly become daunting and overwhelming. Hire a professional after hours answering service and regain that work/life balance you are looking for! Think it isn’t worth it? Think again!
Topics: after hours answering service
Working in customer service can be incredibly rewarding when a customer calls in with an easy question or wants to compliment the work your company is doing. But it can also be frustrating when a customer calls to yell at you about an issue that you have no control over. As a customer service or call center representative, you're going to come across your fair share of angry callers. How you choose to handle these interactions will either lead to a successful resolution or losing the customer forever.
Handling customers who are unhappy with your product or service is part of customer service, but that doesn't mean it has to be overwhelming. Before you come up with a plan on how to handle those situations, it's important to understand the situation from both sides. Remember, you are the initial point of contact for your company, and angry customers are expressing their concerns about your company, not about you as an individual. You also need to remember that the customer is always right, and your number one goal should be customer satisfaction.
If you frequently handle customer service calls and are wondering how to deal with angry customers, here are four tips to follow:
If you're a business owner, you know that you will not be successful without loyal, happy customers. Without people buying or using your products or services, you won't be able to surpass the competition or keep your doors open for very long.
More business is always a good thing, but it often creates a unique set of challenges: a team that's always busy, a mountain of tasks to complete, and frequently, a phone that won't stop ringing. When the phones won't stop ringing, you may be tempted to hire more in-house receptionists, but after awhile, the costs start to add up.
Think about the last time you answered the phone at work. How did you respond? What was
your tone like? Was the person on the other end happy, or did they seem irritated?
You may not think about it, but the first impression someone has of your business is based on how you and your employees answer the phone. Believe it or not, how you answer the phone helps set the tone for the entire conversation, and it can be the difference between a happy customer and an angry one. First-time callers may be in the process of deciding whether or not to do business with you, while existing customers may be looking to get comfort from a business they trust.
Your business' phone greeting has a lot of weight when it comes to first (and lasting) impressions, and it's essential that you start off phone calls with a professional phone greeting. Here are four tips for creating a professional phone greeting for your business.
In today's modern age of technology, people expect quick responses to their phone calls. For small businesses owners, this means being forced to answer the phone every day and return any missed calls as quickly as possible. This demand puts a huge amount of stress on both you and your employees because you feel like you're on the job 24 hours a day, 7 days a week.
If you're like other small business owners, you're starting to realize that you can't really rely on voicemail anymore. People don't leave voicemails nearly as much as they used to because they expect that by calling, you know that their call is important. So, what do you do after hours, on weekends, or when your employees are busy handling other tasks? Try an answering service.