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Admit it or not, in todays high-tech, cutting edge business and lifestyle losing grip on our 'personal touch' is now common. There's nothing about an emoticon or a truncated text message that evokes anything resembling 'personal.' A lot may even ask, 'At this very point in time is it even important?'
For some, even returning a business call is an effort that needs to be scheduled. Business equates to customers and customers demand time. An answering service can spell the difference between success or failure. Equally important is making sure that in running our businesses with cut-throat precision, personal touch isn't taken for granted.
Businesses are important in as much as the people running them and the customers patronizing them is. Making money or profiting from your business isn't bad. Not bad at all. But equally important is that you do not lose the personal touch on your customers. Etiquette and professionalism still accounts for something in the business worlds. No you're not dealing with robots, cyborgs and machines. There are human beings at the end of the other line of your phone.
Regardless whether you're inbound or outbound, whatever field you may be in, here are some helpful tips for guaranteed customer satisfaction:
* For every action there is an equal reaction. Treat each caller, customer or prospect as you'd want to be treated. This means respect and attention to relevant personal details of the caller.
* There is a reason why they called. It's very important in maintaining an air of professionalism that calls be returned regardless of their concern or issue. Acknowledge the customers and you will be acknowledged in return. If answers to inquiries, concerns or issues are not available as of the moment, make sure they're aware of it and inform them that you're working on the best possible solution of course you actually have to do what you've told them.
* Take ownership of whatever the customers' issues or concerns are. Customer trust can be destroyed at once by a major service problem, or it can be undermined one day at a time with a thousand small demonstrations of incompetence. Customer service is a series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met the customers' expectation. Customers have memories. They will remember you, whether you remember them or not.
* Remember to treat your 'internal customers' as well. These are your co-workers. Employees treating each others requests with respect and expediency means a well-oiled machine that an entire business can benefit. Don't overlook the importance of in house communication and customer service.
Answering a customer or taking down orders they may place at any given time might seem trivial and cumbersome to others, but there's more to it than that. Cutting edge technology still can't hold a candle to the knowing, calming and soothing voice on the other end of the line addressing the concern of an irate customer.
Make these things a priority:
* Treat each and every call with care, concern and professionalism.
* Your internal customers are as valuable as you are. Thus, they deserve to be treated equally with respect and courtesy.
Answering services supports a wide range of businesses. Relying on ananswering service call center can provide support with your customers regarding their inquiries and concerns, often save more time, money while at the same time being able to monitor the increase in their profits.
Suggest Answering Service = Customer Care Issues
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