What Not to Say to Customers
A live Answering service is an excellent way to make sure your valuable customers and potential new customers get immediate service without having to wait for somebody to answer the phone or leave a message. Well-trained professionals on the other end of the line can also help you close deals and make sales with a coordinated sales script.
There are some things that should never be said by an answering service Representative. When you work with us, you’ll never hear any of our representatives say these four no-no’s to your customers.
1. I’m New Here
There’s no shame in being new on the job, but telling a customer who wants competent service that you’re new isn’t a good way to begin a fruitful relationship. When you work with us, you’ll be getting qualified call specialists that can handle the calls they answer from their first minute on the job.
2. I Don’t Know
When a representative tells a customer that they don’t know the answer to a question, even if it is a particularly difficult one, confidence in your brand can be lost almost immediately. Our call specialists will never say these three dangerous words.
Instead, we teach our representatives to stay positive and tell customers that they will find the answer needed to satisfy the caller.
3. You Don’t Get It
The customer is always right, even when the customer is wrong. The same concept is true when it comes to telling customers that they’re not understanding properly. Clearing up misunderstandings is important, but there’s a right and wrong way to do it.
We train our call specialists to calmly explain the situation at hand and always make sure the customer feels they’re being helped instead of simply told they don’t get what’s happening. We think this is especially important with irritated or disgruntled customers.
4. Nothing At All
Answering service representatives should never be so quiet on the phone that a customer wonders if they’re still on the other end of the line. If we must find information for a customer or contact you for a question, we make sure the customer knows that we’ll be right back to assist them.
Talking to customers and making sure they know they’re being served – even when there’s a break in the conversation – is essential for a quality phone call that leaves the customer pleased.
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