The telephone answering service industry does a great job at confusing the heck out of you when it comes to answering service pricing. You think a minute is really a just a minute? Nope. It would make sense that a call is just a call too, right? Not even close.
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.
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Many years ago, to save money, companies began to automate their incoming telephone calls. Though this reduced expenses, it also upset customers. In response to the backlash of frustrated callers, companies are now switching back to having real people talk to their customers.
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.
'Please', 'Thank You', 'May I' and 'You’re Welcome'... these are all very familiar terms of speech to all of us, yet they are words that we seem to hear less and less.