The concept of the telephone has been around for hundreds of years. It has beenembodied in our culture and lives. We pick up the phone to call our Grandmothers, our friends and our service providers. It does not matter what time of the day it is, we just do it. This is why it is so important to have relevant information and personalized sales interactions 24 hours a day, 7days a week.
Customers want instant solutions and results. Think about it, you do not call the doctor’s office to potentially receive a call a few days later in regards to your inquire. In fact, many customers come to the conclusion it is not worth the wait and do not leave a voicemail. Regardless of the hour of the call, a customer expects a speedy and personal response.
Managing Expectations
For many companies it is incredibly difficult to keep the business open 24/7. Which is not issue, it just means it is time to find an alternative to please clients. Some options include automated workflow, social media channels, alerts and apps that can help you keep an eye on customer activity. Though, the most productive form of managing expectations is through outsourcing an answering service.
Businesses that choose to outsource an answering service manage expectations by developing a service level agreement. A contract, between the service provider and representing telecommunication company, that defines the level of service expected from the service provider. It establish a mutual understanding in capacities such as services, areas prioritized, responsibilities, guarantees, and warranties provided by the service provider.
Furthermore, the representing answering service should take several measures in order to go above and beyond the expectations of the service provider. After all, the clients of the supplier are clients of the answering service.
The service provider took an innovative stand and hired an answering service to meet customer expectations and offer communication services 24/7. Now it is vital for the telecommunication services to make their own impressions on the customer.
These representatives must be clear. Without hesitations, or confusion the employee must learn to speak with passion, understanding and clarity in tone and message. When delivering their message they need to keep it simple. Too much information or too little information could lose a customer right off the bat.
More specific measures such as, changing it up daily, and reviewing should as well be taken by the outsourced answering service. Representatives with the answering service need to provide the specific information expected by the service provider. Though, they should not be talking to a client as though they are reading from a script. So in order to measure the success of the representative, within their own creativity as well as meeting standards, their calls need to be reviewed daily.
To conclude, it is vital to be honest and thorough with your representatives and customers. Provide them that in which they can expect. With the help of an answering service and utilizing these specific measures, it is guaranteed that a company will meet customer expectations 24/7. Call us today for a free quote!
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