It’s a competitive market out there, so when I read the article title, “Want to Dominate Your Competitors? Focus on a Customer Service Strategy.” on callcentertimes.com, I clicked.
The author, John Tschohl, President, Service Quality Institute, is absolutely correct when he says, “If your company thinks ‘customer service’ is limited to greeting a customer and dealing with their complaints, you’re missing the big picture—and tremendous profits.”
At On Call Centre we help our clients with the big picture.
On Call Centre is an answering service provider and call center service provider. We answer incoming phone calls on behalf of our clients. And, yes, we deal with complaints. But more than that, we provide exceptional customer service that helps our clients retain loyal customers.
At On Call Centre, here are just three of the many best practices that our experienced customer service representatives follow.
- We say the client’s company name clearly. Have you ever called a company and all you heard was gorgzplingndsuplz? This doesn’t give a very good first impression. Often, the confused customer then has to say, “Is this George’s Plumbing and Supplies?” Answering service best practice: Take time to clearly say the company name.
- We let the customer at the other end of the line complete their sentences. Have you ever spoken with a customer service representative who consistently interrupted because s/he thought she knew where you were going with your question? Often this causes the customer frustration. Answering service best practice: Let the customer have the satisfaction of completing all of their thoughts. Pause to consider what they’re explicitly or implicitly saying, and then respond.
- We go the extra mile. In other words, what is the customer implicitly saying or asking? What is the tone of their voice? Is there a level of frustration? Answering service best practice: Always go the extra mile to deliver the best possible customer experience to each and every person on the other end of the phone line.
We’ve been providing answering services and call centre services to our clients located in Ottawa, Montreal and Toronto for over 40 years now. If you’re looking for an answering service provider or inbound call centre service, we welcome the opportunity to talk with you. In the meantime, check out John Tschohl’s article, “Want to Dominate Your Competitors? Focus on a Customer Service Strategy.” on callcentertimes.com.