The personal touch is often overlooked in this fast-paced computerized society. It seems there's just never enough time in a day to do everything that needs to be done and return every phone call that comes into a business. But, the most successful businesses know customer service must be a top priority. A 24-hour answering service can really help any business make sure the personal touch isn't overlooked. It can, however, only go so far.
Businesses that use a 24-hour answering service to ensure calls aren't missed are one step ahead of the competition, but their obligation doesn't stop there. It's important for any business to remember there are people on the other end of the line, people who want to spend money, get questions answered and so on. Without these people, no business will be successful. Businesses that view incoming calls as the lifeline for their success tend to do well.
Here are some tips for top-notch customer service, regardless of your field:
* Treat each customer or client as you'd want to be treated. This means showing respect and personal attention.
* Return all calls. Even if you can't answer a client or potential customer's questions, it's important to acknowledge the call. If no answers are forthcoming, tell the client you're working to get the answer and you'll get back with them as soon as possible. And, then of course, do this.
* Treat client's concerns as if they're your own, because they are. An unhappy client is perhaps the worst phone call a business can obtain, but that disgruntled call can be turned into a lifelong customer if the right customer service approach is used. Seek solutions, use courtesy in speaking with all clients - even angry ones - and try to turn those problems into solutions.
* Demonstrate good customer service even in house. Even your co-workers are technically your customers. When employees treat each other's requests with respect and expediency, an entire business can benefit. Don't overlook the importance of in house communication and customer service.
Picking up the phone and answering a client or customer call might seem like a pretty basic undertaking, but it's much more than that. Whether you use a call service around the clock, or you man your phones with an employee, those calls are links in to your business, links in that can produce big results or big problems. Good customer service begins with the people who work for you.
Make these things a priority:
* Handling each and every call with care, concern and expediency.
* Honesty and respect. When clients are treated with this, they'll come back when they need your services again. If they're not, they won't.
* In-house courtesy. Employees who work well together and help each other with basic tasks help improve morale, which is good for the entire operation, no matter what kind of business it is. Remind employees that co-workers are important, too, in the customer service chain.
It's not always possible to pick up the phone and answer every call yourself and this is where a good call service can really help. However, the service can only do so much for you. It's up to you and your employees to ensure those calls are returned and clients receive the personal attention they deserve.
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