When it comes to our every day jobs, perhaps the hardest thing to get right is customer service. Every employee at every business understands how crucial it is to make customer experiences as pleasurable and as easy as possible. However, often this staple standard of any business slips when things get hectic. Tasks build up, deadlines need to be met and sensitive things need to be tended to. These factors… Read More »

There are many benefits of outsourcing your front-line customer telephone answering service to a specialist company. Whatever service your business offers your customers, if you need to speak to customers around the clock then outsourcing your telephone answering could be a key way to develop and improve your customer relations. Below we’ve listed out some of the key ways outsourcing your customer telephone answering service can help to take your… Read More »

It’s a well-known fact that retaining customers is far more cost-effective than working to attract new customers. Long standing customers tend to spend more money, and in the best cases become advocates for your business, helping to attract more customers. In this way, excellent service means you’re far more likely to convert customers from treating your business as a place for a one-off transaction, to being loyal brand ambassadors. Below… Read More »

When working as part of a telephone answering service, especially in an area such as funeral call handling, it’s certain that many callers will be in an emotional state. They may also not be sure which course of action to take, and how they should proceed with certain tasks or responsibilities. It’s obvious that careful and sympathetic listening techniques are a key part in successfully handling such calls. Yet at… Read More »

In some cases, businesses can provide customer service during business hours without any negative consequences. If customers need to make a query regarding a product, for example, a customer helpline with limited hours will not necessary harm their business. For some organisations, however, it’s vital to have a customer support team available 24 hours a day, 7 days a week. When companies are reacting to a situation which has arisen,… Read More »

If you have a business that receives many sensitive phone calls (like a funeral service provider for example) and your customer base is growing, you might have dismissed the option of employing a telephone answering service for fear that calls will not be fielded with appropriate care and understanding. It is an understandable concern, but not one which should prevent you from going ahead. It just means that when you… Read More »

In today’s increasingly competitive environment, one way businesses are trying to gain an advantage over their rivals is by providing customers with the highest levels of customer service. According to Forrester research, 95% of leaders say that providing good customer service is a top strategic priority. It can be complex to understand what exactly customers deem to be a great experience of a business. To help you meet their expectations,… Read More »

Receiving a phonetical from someone who’s upset, irate or angry isn’t an easy task, no matter how experienced you are in call handling. You’re answering the call as part of your job and don’t expect to be spoken to rudely, as it is likely you personally are nothing to do with the reason the person is upset. However, understanding how to deal with a call where someone is upset or… Read More »

In every line of business, people will often refer to truisms to help explain how conversations should be conducted. A couple of the most common are: ‘You’re only as good as your last encounter with that customer’ and ‘Always treat others as you want to be treated’. In fact, these are – even if we have to invent words for them – falsisms. A certain transatlantic political leader might even… Read More »

When a business chooses to outsource its customer service department to an external call handling centre, the number one concern is likely to be the level of customer care that is delivered. Not handling customer calls in house can raise concerns about the language that will be used when conversing with customers, and whether that company’s customers are treated as importantly as another company’s. There are many ways in which… Read More »