As we head into the holiday season, people are more polite and generous to one another—even helping their neighbours shovel out after a particularly heavy snowfall. That said, customer service representatives know that the people on the other end of the phone are stressed. There just doesn’t seem to be enough time to get everything done that needs doing.
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. Although we follow best practices all year round, at On Call Centre, here are just three of the many best practices that we find particularly helpful around this time of year:
- We provide inbound answering services and call centre services for a multitude of clients in a multitude of industries. When we answer our clients’ customers’ calls, we take particular care to say the client’s name clearly. We know that there’s nothing more frustrating than a customer having to say, “Is this ABC Company?” We start out on the right foot with the customer—they know they’ve reached the company they were calling.
- We let the customer at the other end of the line complete their sentences. We know what it’s like when a customer service representative consistently interrupts because s/he thinks s/he knows what your customer was going to say. We let the customer have the satisfaction of completing all of their thoughts. And we 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 are they implicitly saying or asking? What is the tone of their voice? Is there a level of frustration? We 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. For us, being polite and generous isn’t just for the holiday season; it’s for the whole year round.
If you’re looking to build strong customer relationships through positive customer experiences, then it’s time to learn more about our professional telephone answering service or professional inbound call centre services. We’ve been providing answering services and call centre services to our clients serving Ottawa, Montreal and Toronto for 46 years. We invite you to call us: 613-238-3262 or Toll Free 1-866-323-3344.