Providing telephone call answering services requires a specialized skill on the part of the customer service representative. S/he must be attuned to the person on the other end of the line.
At On Call Centre, here are three of the many customer service best practices that we 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?” Telephone call answering service tip #1: 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 s/he knew where you were going with your question? Often, this causes the customer great frustration. Telephone call answering service tip #2: 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, we go back to tip #2: what is the customer implicitly saying or asking? What is the tone of their voice? Is there a level of frustration? Telephone call answering service tip #3: 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.