Call Centers can Improve the Customer Experience

One of the best ways to succeed as a company is to implement a solid, identifiable brand. This brand is comprised by everything that makes up your company, and is an abstract idea of what your company represents and how it is depicted. There are many ways that you can strengthen this brand, and one of the best ways to do this is through customer service.

Of course, customer service isn’t just about your business—by definition, it’s more about the customer. And if a customer has a positive experience with your company’s product, then your brand benefits. If a customer has a negative experience, however, your brand can suffer. Providing an outstanding product can go a long way toward ensuring that most customers have positive experiences, but what happens when customers still come away with negative ones?

This is where call centers come in. Since they control your customer service, it is their job (in many cases) to transform a customer’s negative experience into a positive one. This could happen in a number of different ways. A customer could call in with a complaint about a product, and the customer service representative could help to solve the issue. A customer could have had problems placing their order, and the representative could offer concessions. No matter what the scenario, call center employees are there for your business all day, every day to handle all of your calls and messages and ensure that the percentage of negative experiences your customers have is kept to an absolute minimum.

As the overall customer experience that your business provides continues to improve, your brand will be strengthened. The benefits to this include more positive online reviews, more recommendations and more return business. All of this comes from simply placing your trust in a call center to handle your customer service, so that you can focus on other important areas of your company.

Are you interested in learning more specifics of how a call center like TeleDirect can benefit your company? Visit our website or contact us today; we’d love to get you started with our services as soon as possible!

How an Answering Service can Give Smaller Businesses an Edge

Just because larger businesses have more resources doesn’t mean they have the edge over small businesses in every area of operations. In fact, there are quite a few areas that small and mid-size businesses have an advantage over their larger counterpart, and chief among these is customer service.

First, there’s the simple matter of size. The larger the company, the more they’re going to be bogged down with customer service issues, and the more people who are calling in to customer service lines, the less likely they are to get truly personal and helpful service, for a variety of factors. For one, it’s easier to get put on hold when calling into a larger company’s customer service line. For another, representatives who deal with customers having the same issues all day long are more likely to get burnt out, and therefore give less effective service. Smaller companies who use an answering service avoid both of those problems.

Small businesses are also nimbler than their larger competitors, in the sense that they are able to make business decisions much faster. Larger businesses need to pass potential decisions along a long chain of command and likely need various different ranking executives to approve them, but smaller businesses or startups can make the same decisions quicker since they don’t have as many people to pass through.

This idea of “nimbleness” is important when it comes to customer service, because it makes it much easier for smaller businesses to make changes they find necessary after reviewing their service records. For example, if groups of customers continually come to the business’s answering service with the same concern, they can address that concern in a quicker and more efficient manner than larger businesses can.

Finally, with larger companies, customer service representatives don’t have as much room to be creative or personal with clients. Every single representative is trained to follow standardized protocols and told to never deviate from them. With a smaller business, representatives can take more time to get to know their customers and treat them in the way that best benefits both the customer and the business, while still following the customer service guidelines that the business set in place.

So if you own or work for a small business, don’t worry! Using an answering service like TeleDirect can give you a leg up over even some of your largest competitors. Contact TeleDirect today to find out more about the kind of services that we provide to our clients.

How to Properly Handle Customer Complaints

It’s an unfortunate reality of customer service that every once in a while you’re going to have to deal with an unsatisfied customer. The key is to handle any complaints that arise from your customers in a swift, appropriate manner.

By using the following tips, you’ll be able to transform what could be a potentially uncomfortable situation into a great opportunity to improve the business you represent:

Respond. It’s extremely important to make sure you respond to the complaints of every customer you have, especially in today’s business world. After all, one unhappy customer can go online and tear down your public image. Be sure to address all complaints as quickly as possible—the worst possible thing you can do is ignore the customer.

Admit your mistake. Even if the mistake wasn’t made by you personally, you will gain a lot of respect from the customer if you take responsibility on behalf of the company. If you act professionally and show the customer that you care about making the situation right, it will go a long way toward solving the problem and retaining the customer’s patronage.

Don’t give in to emotions. It can occasionally be quite tempting to give in to your emotions and try to get into an argument with the customer about what the actual problem is. Don’t give in! Stay as positive as possible and it will be much easier to solve the problem.

Keep a casual tone. While your attitude should be professional, it helps for customers to know they’re talking to an actual person and not a corporate robot. It gives them the feeling that the person on the other end of the phone can relate to their problem, and wants to help them solve it. This is especially important in online interactions, when customers can’t hear the inflections of your voice.

Solve. If you can’t solve the actual problem there may be alternative solutions available, such as free products or discounts. Anything you can do to appease the customer and keep them coming back should be done.

Dealing with customer complaints can be an intimidating situation (especially for newer representatives), but following these guidelines should make it quite painless. TeleDirect’s customer service representatives are all highly trained to handle these types of situations. Visit our website today to learn more about our services!

Sales Advice for Customer Service Representatives

As a customer service representative, you’ve likely undergone quite a bit of training. This training could include how to transfer calls, the best practices for dealing with any problems that arise, and more. But there are some traits of a representative that you can’t be taught—you have to focus on developing them yourself.

Here are some traits that will help you succeed in your work as a representative:

Patience. Don’t rush your customers. Instead, listen to them carefully and let them go at their own pace. This will allow you to avoid getting frustrated with customers and allow them to avoid getting frustrated with you trying to rush them. In the end, this will lead to better sales.

Enthusiasm. Frankly, this trait is quite contagious. If you give off a happy and positive tone over the phone, your customers will definitely pick up on this, and it will rub off on them. This demeanor will reassure them that not only will you be able to help them, but you’ll enjoy doing it.

Commitment. Don’t take any shortcuts—do whatever it takes (within limits, of course) to send the customer away happy. If you need to offer special discounts or free items, so be it. If you need to transfer them to someone who knows the answer better than you would, that’s fine. The ultimate goal is to get the customer what they want, and this takes commitment.

Concentration. It’s hard to help customers have a great service experience if you aren’t giving them your full attention. Concentrate on what they’re saying rather than thinking about what you’ll say next. This will help the problem solving process go much quicker and smoother!

Integrity. If you’re honest with your customers, they’ll be able to tell, just like they’ll be able to tell if your motivations lie somewhere other than helping them get what they need. Remember, your job is customer service. The customer always comes first!

If you manage to master these five traits, you will likely be an outstanding customer service representative. Your customers will be able to tell that they’re speaking to someone who truly cares about their problems and wants to help them find a solution!