Websters dictionary defines an answering service as: a commercial service that answers telephone calls for its clients. What! That’s it? I propose a new definition.
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Finding a great answering service is not as difficult as it sounds. It will take a little time, but in the long run you and your customers will be glad you did. Here are 6 simple tips to hiring a quality answering service for your business.
In a survey published by American Express (here is the PDF) the Global Customer Service Barometer, 91% think customer service is important in determining whether they do business with a company. Also, most customers think companies take them for granted. (more…)
Everywhere one shops today they can find examples of bad customer service support, and this is also true when dealing with companies over the phone. It seems like it’s not hard to find bad service in almost every aspect of business. I have to ask myself why this is, and the answer I come across quite frequently is that businesses feel that quantity is more important than quality; however, I disagree. (more…)
A potential customer enters your store and wanders about it aimlessly. After spending a few minutes in your store, the person leaves without a word. Later, you see the same person walk past your store with an armload of packages from your competitor. (more…)
No one likes to wait on hold, but there are times when a business has more callers that staff to handle those calls. You could over-staff but, you will end up having higher employee costs and lower productivity. You could let the callers wait but, eventually callers will hang up and find another company to do business with. Neither of those options would be good for the bottom line. (more…)
I know we’ve all heard how crucial it is that we answer that phone when it rings. To take it above and beyond, we must practice proper phone etiquette.
1) Answering the phone on the 3rd ring shows the person on the other end that you respect their time.
2) Always answer the phone using the company name, your name and with how may I help you? It only takes three seconds longer but allows the caller to learn: who you are, where you work, and that you are there to help them. (more…)