Don is the proud owner of a small business. He puts his heart and soul into managing his business and making his customers happy. He starts his days as early as possible to get a headstart on the day; and he works late into the evening to plan for the next day and answer his customers’ phone calls. Don “burns the candle at both ends,” and it’s starting to take its toll. His life as a business owner is starting to spiral out of control. His days seem to drag on, and his nights seem even longer.
What does it take to provide top-notch customer service over the phone? It’s far more than you might think. A happy voice and a pleasant greeting isn’t nearly enough. Customer service reps need to be prepared to answer any and all sorts of questions about your company and service. They need to be charismatic, yes. But they also need to efficiently get your prospect or customers what they need.
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We're very excited to announce that Ambs Call Center was just awarded the 2017 ATSI Award of Excellence for answering service quality!
All business owners know how critical customer satisfaction is to their company’s success. But the most successful owners understand how closely customer satisfaction is tied to profitability. A poor customer experience is often the reason people choose to stop doing business with you. In fact, 71% of U.S. consumers chose to end a business relationship because they were turned off by a bad customer service experience. And lost customers impacted those business’ bottom lines.
“You never get a second chance to make a first impression.” It's one of my favorite quotes by Will Rogers. It applies to all interactions we have with customers. Especially when it comes to the telephone answering technique you use in your business.
Business management advice blogs and forums are abound with questions about how and why employees abuse their benefits and what can be done about it.