Answering phone calls isn't just about picking up the telephone and responding to a customer's inquiry. A business telephone answering service must be able to do much more to ensure customer satisfaction.
Here are a few seemingly obvious but crucial techniques that business telephone answering services use to provide quality customer service on behalf of your company.
The ability to listen is essential for business telephone answering services. They need to understand the customer's needs and requirements to provide them with an adequate solution.
There are a few things that a reliable telephone answering service does to make sure they are really listening to the customer.
First, they will have a script in front of them, but they will never sound like they are reading from a script. They will sound natural and conversational. The script will show them what path to follow in the conversation to help the customer voice their needs.
Second, they will ask clarifying questions. This shows the customer that they are engaged in the conversation and are trying to understand their needs. The service agent will also take notes while talking to the customer. This helps them remember key details about the conversation so they can provide better service.
Finally, they will repeat back what the customer has said to them. This strategy makes the customer feel heard and also builds trust between the customer and the telephone answering agent.
Once the business telephone answering service understands the customer's needs, they can then offer a solution. This could be providing information about a product or service, directing the customer to another department, or even troubleshooting a problem.
For instance, if a customer is having trouble with their internet service, the telephone answering agent can run through some diagnostic questions with them to try and identify the problem. If they are unable to solve the problem, they can then escalate the call to a supervisor or technical support.
It is important that business telephone answering services offer solutions that are tailored to the customer's needs. This could mean providing different solutions for different types of customers. For instance, a business customer will likely have different needs than one who's calling from home.
After the agent provides a solution to the customer, they will then follow up with them to make sure that the problem has been resolved. This could involve calling the customer back after a certain period of time or sending an email to check-in.
The follow-up process is important to make sure that the customer is satisfied with the solution and that their problem has been resolved. It could also follow a script to make sure that all the customer's concerns have been addressed.
Now that you know a telephone answering service operates, consider using one for your business needs! It could be the best customer service decision you ever make.
To learn more, contact a business phone answering service in your area such as Kim's Answering Service.