There are various schools of thought on when it’s best to invest in telephone customer service – should you front load it at the sales point so that customers can get information that might encourage them to buy? Would it be better to invest during the point of delivery? Or is after sales support the key to build brand loyal customers who return to buy from you again and again?… Read More »

Outsourcing your business calls to a live telephone answering service provides small and medium-sized businesses with a variety of advantages. Some of the benefits associated with an outsourced telephone answering service are discussed below. Benefits of outsourcing telephone answering services Many small to mid-sized businesses receive hundreds of calls weekly and it’s often the case that callers are unprepared to leave messages on voicemail. Your business could be losing customers… Read More »

In almost every business, customer service is paramount to ensure your company is successful. But the true cost of bad customer service is often underestimated. For contact centres in particular, customer service needs to be of the highest possible standard. As the point of contact for people who are confused, angry or sad in many cases, there are so many factors to consider. With that in mind, here are some… Read More »

Running a business is never easy, and challenges arise all the time. For many businesses, having an efficient team answering phone calls is essential, not only for the day to day running but to provide excellent customer service. This is particularly important when it comes to funeral call handling when long wait times can add frustration to people who are already experiencing grief, sadness or anger. When employees call in… Read More »

When it comes to call centres, strong customer service skills are paramount. It is these skills that lead to contact centre success, and are vital for keeping customers happy. With that in mind, here are five customer service skills all call centre agents should have. 1. Patience At the point of contact customers may be angry or frustrated and this requires patience. Listening calmly to their complaints and patiently waiting… Read More »

Handling customer calls can be an unpredictable business, regardless of the sector you work in. Telephone lines are often abuzz at a rate that is hard to handle, meaning contact centres need to act quickly and efficiently, while also treating the customer with respect and professionalism. However, if you work in a sector that requires a more empathetic approach – such as care work or funeral services – or have… Read More »

If you’re running any kind of customer-facing business, then you know that great customer service is an integral component that keeps your organisation profitable. While automation and outsourced customer service have become much more accessible in recent years, it still pays for business owners to develop good habits to constantly improve their customer service. Here are a few to consider implementing. Have a regular time for updating your knowledge base… Read More »

When you’re running a company that relies on a telephone answering service or large teams of otherwise customer-facing staff, great customer service skills are essential. While all business owners understand the importance of periodical customer service training, it can be easy to let this become unstructured and rudderless. Here are five of the most important facets to cover in customer service training… Empathy and patience Some customers your staff talk… Read More »

When it comes to customer service you may often find yourself on the receiving end of angry customers. For contact centre staff, it is particularly likely that you’ll experience this anger, and it’s essential to know how to handle it. Anger manifests for various reasons, from complaints about a service or product to grief and sadness. With that in mind, it’s important to understand that no two customers are the… Read More »

Customer experience is at the forefront of business in today’s world and yet it can be a struggle to run a department or a company while trying to answer calls that may well pave the way for new opportunities. Equally, a barrage of calls can actually create more work for businesses and can result in important jobs being neglected. So what do you do? While it may seem logical to… Read More »