There is no substitute for providing professional, personable, and dedicated customer service. Offering a seamless customer journey all day, every day is essential for standing out in your industry and earning new opportunities.
You shouldn’t have to sacrifice your customer experience just because things don’t go to plan. While you can’t always control when or if something goes wrong in your operations, with CallCare, you can minimise the impact this has on your business.
Streamline your operations and ensure maximum efficiency with our business call answering service. We answer your calls quickly, patching them through to the appropriate staff or taking messages to ensure you always know what is going on.
Capture more leads, reduce pressure on your staff and upscale your client experience. With our extensive experience working with a variety of professional services, we can tailor build a solution for your outsourcing needs.
Not all outsourced providers are specialists in handling Healthcare enquiries, our outsourced solutions are built around you to handle peaks in demand across a multitude of platforms including calls, email, live chat and SMS.
From 24hr Helpdesk support to Emergency Engineer call outs, move forward with the confidence that your business, customers, and staff are fully protected. Our bespoke solutions are built with your business in mind.
From a young age, each of us is taught that manners and politeness are a key essential for life. What is essential to life is also essential in business. It does not matter what level of the business your staff work in, if they communicate with a customer or client, they must always be polite.
Politeness is communicated in various forms. And rule number one, is to answer the phone. Customers and clients despise telephones not being answered during operational hours. If your company is open for business, then your phones should be manned at every moment. Otherwise, the customer will feel that it was a waste of time trying and find it rude that no one answered. If this happens multiple times, you will lose customers.
How to address a customer?
When answering the phone, there is the question of how you address your customer or client. You have the options of addressing them as “Mr/Mrs Smith” or by their first name. It is the personal choice of the customer to decide on how your customer service representative addresses them.
For some customers, it may come across as rude if your customer service team automatically begins to call them by their first name. It does create a sense of the personal and not all customers want that from businesses. The best option is to ask at the beginning of the call how they wish to be addressed. It is all about keeping the customer in their comfort zone by behaving politely and respectfully.
Dealing with complaints
Dealing with complaints is never an easy task. Your customer may be angry or upset or confused and may need dealing with carefully. Firstly, always apologise for any inconvenience they may have experienced and follow the measures to fix it. Remain calm, even if the customer is extremely angry and act in a friendly way. It will help the customer to calm down themselves and be more forgiving towards the company if you can solve their issue in a calm and friendly manner.
If you are struggling with the volume of calls your business is receiving, then consider customer service and overflow outsourcing. Our expert team will ensure we understand your business aims, services and practices so that we can deliver the best service to your customers. This will allow you to focus on the important aspect of running your business without needing to constantly answer the phone.
Posted by Gemma Harding
As Head of Client Services, Gemma is an expert in the customer service industry. With over 20 years of experience in the call handling process she will guide your organisation to an improved customer service strategy. Hobbies include all thing equestrian.