Lego Demonstrates Amazing Customer Service

Lego Demonstrates Amazing Customer Service

At Contact One Call Center we know that top-notch customer service is vital to growing your business and keeping customers happy. Below is a great example of a business going above and beyond to make a customer happy and help solve their problem:

Lego’s Letter to A Seven Year Old Boy
Last Christmas, a seven year old boy saved up all of his holiday money to purchase a Ninjago kit, which is based on a popular cartoon. It came complete with a futuristic vehicle and Ninjago characters. The boy lost one of his characters when it fell out of his coat pocket and he composed an email to Lego’s customer service team thanking them for the awesome kit and asking for a replacement.

The customer service department at Lego wrote back with a personalized and imaginative email that referenced the characters in the show. Not only did Lego replace the lost figurine, the company also included a special set of weapons and a villain character. Lego’s caring and inspiring response was shared with millions of people online as word spread about this special case.

This is just one example of how a business can “wow” its customers by listening well and rewarding loyalty. Here are some of the benefits of this kind of customer service:

Improve Your Reputation

Since this example from Lego went viral online and was seen by many people, it helped improve and strengthen Lego’s brand with the greater public.

Increase Lifetime Customer Value

It is more valuable and more cost-effective to retain loyal customers than to go out and get brand new customers. Excellent customer service can help organizations to retain customers and increase their lifetime customer value.

Let Contact One Call Center create a culture of exemplary customer service for your business. We help retailers, non-profits, medical offices, law firms, and all types of organizations with answering services, scheduling, live chat, and order taking. Find out more about us by calling 1(800)-278-3347 or visiting us online.

Phone Etiquette: There’s a Right Way

Phone Etiquette: There’s a Right Way

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Good phone etiquette is an essential component of your business’s success. The way customers are handled on the phone is a marker of your business’s overall quality and may even determine if you retain your customers. As such, it’s important to understand the basics.

Be Polite and Respectful
Answer the phone with a polite greeting such as, “Good morning! This is XYZ company. How can we assist you today?” Starting the call with an upbeat greeting that immediately puts the customer’s request first makes them feel welcome and sets the proper tone for good customer relations.

If you have to put someone on hold ask, “Can you hold, please? Thank you very much.” Never forget the “please” and “thank you.” Showing respect to your customers is a good way to keep a customer happy. While being put on hold can be irritating, being asked if it is all right and doing it in a courteous manner can go a long way to gaining customer satisfaction.

If a caller is spending too much time on hold, check in with them to see if they would rather leave a message than continue to hold. By checking in, you show the customer how valued they are.

Smile
It may sound odd, but it’s true – answer the phone with a smile. When a person smiles, it can be detected over the phone and can immediately set the tone of pleasant customer service. This can put the customer at ease and makes them feel welcome right from the start.

Transfer Calls Correctly
Before you start answering phones, be sure you know who in the company gets what type of phone call. No one likes to be shuttled around from person to person, repeatedly explaining their problem. Understand your company’s departments ahead of time, so that calls can be transferred to the right person without delay.

How your customers are treated over the phone tells them a lot about how valued their business is to your company. By creating a pleasant customer service experience right from the start and being sure you understand your customer’s needs, you can lay the groundwork for maintaining customer satisfaction and loyalty for years to come. One way to create a positive customer experience is by trusting the call center professionals at Contact One. They can provide you with a live answering service that can guarantee customer satisfaction.

Bad Customer Service Leads to Smashed Maserati: A Truly Bizarre Cautionary Tale

Bad Customer Service Leads to Smashed Maserati: A Truly Bizarre Cautionary Tale

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Bad customer service is an extremely common occurrence. In fact, most of us have experienced it at some point. Many people who have bad customer service will complain about it to the manager. Others will say nothing about it and simply take their business elsewhere.

However, there have been quite a few cases reported where people have done something drastic because they were not happy with the customer service. Mr. Wang is an example of someone who overreacted to the bad customer service that he experienced. He was a Chinese Maserati owner. He was so angry that he drove the car to an automotive fair and used a sledge hammer to smash it into pieces.

Keep in mind that the car cost $420,000. Mr. Wang finished off by displaying a banner that decried the bad customer service he got from Maserati. The crowd was very shocked to see such an extreme reaction.

You may be thinking, “That sort of thing seldom happens.” While that is true, it is important to remember that bad customer service can still have negative consequences. When people experience negative customer service, they often tell their family members and friends not to use that particular business. This can cause a business to lose customers, which will ultimately ruin the business.

Many people think that it is ruin for people to complain about the type of service that they get from a business. However, people spend their hard-earned money on a product or service. They expect it to be excellent. If service is not up to par, then they have a right to say something about it.

You do not need to allow yourself to become a victim of customer backlash- talk to Contact One today. They will be able to help you with live answering service options for your business that can prevent customer frustration.

How to Stand Out When You’ve Got Big Competition

How to Stand Out When You’ve Got Big Competition

Receptionist Services

Being a little business in a sea of massive conglomerates can be quite overwhelming and intimidating. As the owner, you probably wonder that other businesses have better technologies and more money to create a lasting impression in the minds of the customers. Fortunately, as a small business, you can make your name ring out just as loudly in the minds of customers by providing excellent customer service.

Caring and Attentive
Customers really dislike when they are trying to have a problem resolved and the attendants are rude and nasty. They feel as though their inquiries do not matter at all. This is unfortunate, but it’s a problem that you can absolutely work to avoid as a small business. Since you are the owner, you can require that everyone takes the time to address each problem.

Offering Quick and Efficient Service
Sometimes, big businesses have convoluted procedures that they must follow to meet the requests of the customers. You do not have to play by these rules, and you can offer more personalized attention to needs. Your company can be flexible and help individuals to attain their goals in a short amount of time.

Actual People
What’s another problem that many customers complain about? They can’t get an actual human being on the phone! Massive companies have too many calls coming in on a regular basis, so they are unable to deal with the volume. As a result, they turn to automated machines that aggravate clients across the country. Since you are working with a smaller consumer base, you can provide actual human interactions. Customers are certain to appreciate this gesture.

Earlier in the day, you might never have considered how much power your small business can have. After considering the various elements of customer service, you can now see the immense possibilities.

Are you ready to maximize your ability to keep your customers happy? Call Contact One about a live answering service for your business. You’ll be glad you did!

Get Me a Person!

Get Me a Person!

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No one really likes to get stuck with an automated response system. Talking to a live person over the phone is so much easier and less time consuming. Customers often get frustrated and annoyed when they have to deal one.

One customer had a specific question regarding his account with a particular company. So he decided to give them a call. The first thing he heard was a prerecorded response instructing him to press one for one thing, press two for another and so on. However, there was one little problem. His unique circumstances, along with the concerns he had, was not really covered in the menu options given to him by the automated system.

Because the menu options weren’t in his favor, he just decided pressed zero. He figured that a representative or at least an operator could assist him better by pressing it. Isn’t this what you’re supposed to press when you just want to talk to a human being? Turns out, he hit the zero a bunch of times only to be bounced right back to the main menu and prompted to start all over again. Talk about getting the run-around!

In addition to being redirected several times, he found himself having to repeat things over and over, which was very unsatisfying. He thought that maybe saying a certain keyword would connect him to someone. Instead, he just got an automated response, “I didn’t catch that,” and was redirected for the fifth time. Eventually he just screamed at the phone, “Get me a person!”

Can you guess what happened next? You got it! “I didn’t catch that. Press one for …”

When speaking with a live person, customers can be sure that someone will be there to actually listen to concerns and address unique circumstances. Let’s face it. A robot or a prerecorded message just won’t be able to relate to someone like a person can. Good thing that Contact One’s call center connects with contractors, small businesses and professional establishments to give customers the opportunity to talk with a real receptionists on a 24 hour basis.

A Guide to HIPAA-Compliant Medical Answering Services

A Guide to HIPAA-Compliant Medical Answering Services

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There are several components to a good medical answering service, but one of the most important jobs of any service is to remain HIPAA-compliant. Compliance isn’t just part of a good customer service experience for your patients; it is also the law. At Contact One Call Center, we’ve developed a medical answering service solution that gives your patients the attention they need while adhering to HIPAA guidelines. Here is a look at medical answering service problems and how we can help.

Component of a Good Medical Answering Service

Your patients—and your practice—need a medical answering service to perform very specific tasks. Your patients have to feel confident that the answering service is responsive to their concerns and will act quickly to get their questions to the doctor. As a provider, you need to feel confident that your service is taking accurate notes and moving quickly to get critical information to you. Your service also needs to be part of a network that gets information to you efficiently no matter where you are, and that provides message delivery confirmation and reply capability. However, while good customer service is crucial for any medical answering service, HIPAA-compliance is equally important.

HIPAA-Compliant Medical Answering

At Contact One Call Center, we partner with a few different HIPAA-compliant providers to make sure you get the messages you need. One company we work with closely is OnPage. OnPage is secure smartphone app that relies on an encrypted, secure cloud-based paging system. Your medical messages are delivered into a secure inbox, and each message has a time-stamped audit trail. You get a clear alert every time you receive a new message, and we receive delivery and read confirmations, so there is no chance of a message getting lost in the shuffle. OnPage works with all smartphones, and you will get messages via wi-fi and cell coverage.

Are you confident that your medical answering service meets HIPAA guidelines? Call Contact One Call Center and find out what we can do to help your practice. Contact us with your questions at (800) 278-3347.

Media Summary

Media Summary

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How An Answering Service Can Increase Your Law Firm’s Profits

How easy is it for new clients to reach your law firm? If you don’t have an answering service, you could be missing out. An answering service is an important part of providing support to your existing clients and of attracting new business.

Watch this video to learn how you can boost your law firm’s profits by hiring an answering service. An answering service means that your firm is always available to existing and new clients, even after-hours, when you’re on other calls, and during lunch breaks. An answering service can boost your efficiency by helping you manage your business more effectively.

If your business needs an answering service, call Contact One Call Center. We can help with everything from live chat to after-hour call answering. Let us help you build a better customer service experience for your clients. Call us today at (800) 278-3347.

How to Make It Easy for Customers to Contact Your Business

How to Make It Easy for Customers to Contact Your Business

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Easy access to support for your customers is a cornerstone of good customer service. The easier you make it for your customers to contact your business, the more likely they are to become repeat customers in the future. By providing multiple avenues of communication for your customers, you make contacting your business as convenient as possible. Here are a few of the ways you can open up the channels of communication with your customers to boost their overall customer service experience.

Live Chat

Chances are, many of your customers spend hours every day in front of their computers, both at work and at home. By offering live chat on your website, you make it convenient for your customers to get answers they need from your business without disrupting their daily activities. A customer who is interested in one of your services is much more inclined to open up a chat when they have a free moment in their work day than they are to remember to call you and ask about it later.

After-Hours Support

Depending on the nature of your business, your after-hours support may be as important—if not more so—as the customer service you offer during regular business hours. If you provide disaster relief services, medical services, or technical services, quality after-hour support is crucial. If your customers can’t count on your business to come through when they need your services the most, then they may not use your services at all.

Contact Page

The contact page of your website should clearly present all of the avenues your customers can use to communicate with your business. Even more important, make sure all of those avenues are closely monitored so your customers always get a timely response.

Let Contact One Call Center help you deliver the best possible customer support to your clients. We offer live chat services, after-hours answering services, and much more. To learn more about how we can help your business, call us at (800) 278-3347.

For More Tips On Providing Excellent Customer Service, Visit These Websites

For More Tips On Providing Excellent Customer Service, Visit These Websites

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If you’ve enjoyed our recent posts, then check out these links for more reading about customer service and e-commerce best practices. Get in touch with Contact One Call Center at (800) 278-3347 to improve your answering services, appointment setting, or order taking.

Businessweek.com shares more tips for handling a stressful customer situation.
Shopify.com shares e-commerce tips for great holiday sales revenue.
This Forbes.com post shares seven tips for dealing with angry customers.
Get some more customer service tips from Mashable.com.
Find out how reputation management drives small business success here.

What Would A Lifetime Customer Mean For Your Business?

What Would A Lifetime Customer Mean For Your Business?

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If your company had a loyal customer for life, what would that mean for your company? It would mean that you had someone who would represent your brand in a positive way and tell others about your excellent products or services. In addition, a lifelong customer would bring in a consistent revenue stream for decades.

Happy Customers Want Others To Know About The Company

A happy customer is going to go out of his or her way to make sure that everyone knows about the incredible company that he or she does business with. This person will be sure to highlight your great customer service, low prices or whatever else sets you apart from the competition. In short, you are getting free advertising and positive brand exposure from a credible source.

Loyal Customers Won’t Shop Anywhere Else

Customers who are loyal to your company are guaranteed sources of revenue for your company for years to come. Instead of having to constantly search for new customers, you have a base that you can build upon for as long as you own the company. As time goes on, the brand will become popular enough that people will come to you instead of the company having to solicit customers through advertising.

Satisfied Customers Will Pay More

Those who have come to rely on your products or services will pay more to ensure that they get the type of quality that they expect. This means that you can charge more than your competition and still stay in business. The extra profit that you make can then be reinvested into higher salaries for workers or charitable donations that benefit the community. Doing things that benefit your workers and the community provides your business with more positive attention that yields even higher levels of customer loyalty.

A lifelong customer is important to a company in a variety of ways. Loyal customers provide the type of positive brand exposure that your company needs to grow and thrive. In addition, the increased revenue and profit gained from each loyal customer can be used to help your company cement its reputation as the only company in the area to do business with.

Ready to take the next step toward making your customers more loyal to your business? Call Contact One today.

Author: Jeff Wood

Lego Demonstrates Amazing Customer Service