Customer service is the forefront of all business operations. And quality customer service can go a long way.

Read the following five tips that many answering service agents use for positive caller experiences.

  1. Answer calls with enthusiasm. Avoid becoming robotic. Smile and greet the caller with, “Good morning/afternoon/evening,” and thank them for calling. Use the business name that you are representing and ask questions such as “How may I assist you this morning?”.
  2. Don’t be afraid to be personal. Use the caller’s name more than once throughout the conversation. This type of personalization makes the caller feels important.
  3. Set the tone. Ask questions to understand why the caller is contacting the business. When you are pulling up data you can ask simple questions such as “How are you?” which can also help build a relationship.
  4. Service with care and compassion. If you need to place a customer on hold, ask them for permission. Assure them you will be back on the line shortly. Make sure that if it is going to be a significant period of time, either ask the caller if it is ok to give them a call back during a time that is convenient for them or offer to check in every so often. Avoid negative phrases such as “no.” Be polite and use age-old manners to make a strong impression.
  5. End the call on a positive note. Say goodbye in a friendly manner such as “Have a wonderful day, Bob!” or “Great to hear from you Bob, don’t hesitate to contact us again.”

By following these steps your brand’s image and customer service will play a huge competitive advantage. If you would like to find out more contact Responsive Answering Service today!

George Otte

George otte

George Otte is an entrepreneur with over 20 years of experience in tech support, fulfillment, and answering service management. His leadership and vision help us provide the best possible support, because he knows how vital it is for the continued success of your business. Responsive Answering Service launched in 2012, with George fulfilling the role of CEO to provide professional contact center and answering services for medical, legal, and various service industries, with the intent to best fit the needs of our clients and their respective fields.

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INSIGHTS FROM SATISFIED CLIENTS

Jennifer Ashner

JENNIFER ASHNER

Compliance and quality director chartwell home infusion and specialty pharmacy

5 star rating

When Chartwell decided it was necessary to upgrade the answering system to accommodate the increase in calls during non-business hours, because of growth in business, we contacted Responsive Answering Service.

“Their representative met with our clinical management group. She listened intently as we described the current process for handling after hours calls, what our needs were, and what our expectations for a new system would be. She took our needs and wish list back to her developers and designers who came up with a customized system that gets text messages to the on-call staff in a timely and effective manner that allows us to deal with the issues that our patients are trying to get help with.

The timeliness of return calls has improved dramatically, and no calls are dropped or missed. Our customers ratings on ability to reach us after hours has scored 98%! We are extremely pleased with the service and the contribution it has made to an increase in our overall customer satisfaction scores.”

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