At On Call Centre , it’s our job to provide exceptional customer experiences 24×7, every day of the year. The loyalty our clients receive speaks volumes to how well we handle their customers’ calls. Even if you’re not one of our clients, we know that the customer experience is important to you, too. We ask you to question how your organization can better deliver exceptional customer experiences. We have identified three call answering techniques that anyone can use to tell their customers they are valued.
The Event That Inspired This Blog Post
I was recently a guest at a hotel in Quebec City, Canada. The front desk answered the call I made from my room to room service. Instead of transferring me to room service, the representative at the front desk stayed on the line until he reached a live person in the room service department. The hotel’s approach ensures that guests are always greeted with a live response. It also shows they care about the service they deliver at every customer touchpoint.
Top 3 Call Answering Techniques
- Borrow from the Quebec City hotel’s approach. For example, if the employees in your technical support department are all handling calls, an “overflow” customer service representative (CSR) can answer the call. This overflow CSR can stay on the line until a technician is available. (At On Call Centre, we offer this service to many of our clients).
- Eliminate the frustration customers feel when they have to leave voicemails because your employees are on a lunch or coffee break. Often, these customers can only call on their own lunch breaks. (Many of our clients have us answer their phones to be able to deliver round-the-clock exceptional customer service no matter the time of day.)
- Do French-speaking customers find it annoying that they must switch to English to accommodate your organization? Partner with an answering service whose CSRs are fluently bilingual and ready to assist customers in the language of their choice. (All of On Call Centre’s CSRs are fluent in French and English.)
What telephone call answering service or call center service tactics could your organization adopt to consistently deliver exceptional customer experiences ?
The post 3 Call Answering Techniques That Tell Your Customers You Value Them appeared first on On Call Centre.
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