We’ve all been an angry customer on the other end of the phone, frustrated with a problem that a brand has caused us while a customer service representative tries to come up with a solution for us. Some calls go great, with an outstanding rep who really seems to care about your experience and works…
Customer service is the cornerstone of a positive relationship between a business and its clients. If a customer does not feel valued by a business or service provider it can damage the relationship to the point where they may cut ties entirely. But it can be difficult to maintain these quality client relationships, with potential…
Customer service has increasingly become an omnichannel experience for both customers and the businesses trying their best to serve them. Trying to keep up with the evolving technological landscape, many companies are offering phone lines, social media messaging, email responses, and even live chat on their site. With so many options, it’s easy to get…
The phone is ringing. Again. It’s ringing when you’re trying to finish an expense report. It’s ringing when you’re trying to take ten minutes for lunch. It’s even ringing while you’re on the phone with another client. Whether it’s an employee trying to get in touch, a vendor who needs clarification, or a customer who…
First impressions matter, and even if someone is familiar enough with your business to get on the phone and reach out, that first call can have a big impact on how they perceive your business. Your company greeting should be created with that in mind. A strong company greeting will start the call off right,…
Answering services get dismissed by business owners due to the initial cost. Yet, partnering with one is an investment that will pay for itself repeatedly. One huge benefit of answering services: they provide all your customers with a live person on every call. But there’s more. Answering service agents help with tasks like event registration,…
As your business grows, however, it’s not possible to be on call 24/7; it’s not really possible even if you’re a single-member business. If you and your key employees spend all your time fielding customer calls, you won’t be able to actually do the work or run the business. Too many business owners know the…
Every small business owner has spent hours thinking of ways to save their business money. Have you considered what you could save by switching from an in-house receptionist to a 24/7 live answering service? The low monthly fee you’ll pay to have your phone calls answered 24/7 by a team of experts pales in comparison…
Answering the phone with a professional and consistent tone is crucial, as it can make or break a caller’s first impression. A well-structured phone call not only sets the tone for the entire interaction but also ensures that your customer experience is seamless from the start. Every call is an opportunity to build customer loyalty…
A few weeks ago, we asked a bunch of consultants and marketers from lots of different industries to weigh in on the most useful advice they could think to give a small business. (You can check that out here.) We’re back today with a few more gleaming nuggets of customer service gold, just for you. …