Many of us dread having to make calls to support lines because of the awful stigmas that are associated with them. As a business owner, it is important to be aware of popular conception and strive to provide a streamlined, friendly and effective support service so that you can wow your clients with exceptional care and service. There are many mistakes that phone operators make during calls that can add to customer aggravation or irritation. Let’s take a look at a few of the most common mistakes to avoid.
Pass the Buck
One of the common mistakes made on a support call is having the caller feel as though they are being passed around. For example, you may have experienced this yourself if you’ve ever called a company about a product only to get continually transferred from department to department without ever receiving any help. What should happen is that the employee answering the phone should be equipped to take the caller’s questions or concerns and be able to either resolve the issues themselves or effectively route them to the specific department or individual they need. This will help make the customer feel that your support service is well managed and effective at helping anyone in need.
Another big mistake occurs when people answering calls are unapologetic. When customers call in upset, a company can give them a refund or offer them another product for free, but a personal apology can go a long way in terms of retention and customer satisfaction. In fact, when one is given to the customer, satisfaction for a company is shown to double, according to a study by the Carey School of Business at Arizona State University, reported in a recent Groove discussion of customer service mistakes.
Follow the Leaders
Still don’t think having great customer support is crucial to business success? Recently, USA Today reported on 24/7 Wall St.’s 2015 Customer Service Hall of Fame list which featured some of the most successful businesses in the country. Amazon.com, Chick-fil-A and Apple are just some of the companies mentioned on this list that place a priority on providing fast, accurate and friendly service, with the top five companies on the list each having “Excellent” customer service rating percentages of 38 percent or more.
By having support staff ready to handle any caller’s question promptly and effectively, you can ensure that your organization leaves customers satisfied with support services, too, and keep those clients coming back in the future. One of the largest factors that respondents to the 24/7 Wall St. survey gave was their interaction with an employee or the person answering the phone. With A Personal Answering Service, our friendly operators have plenty of experience with providing clients in a wide range of industries and businesses with prompt and knowledgeable support, helping keep your clients happy and satisfied with your products and services.
At A Personal Answering Service, we can help make sure that your customers’ calls are handled professionally and accurately with our answering services and customer support services. With us, you get the benefit of being able to handle calls at all hours – even nights and weekends – without needing to employ your own dedicated staff or take time away from your team’s busy schedule. We can help you provide the great phone support your company needs, and we’re more affordable than you might think. To learn more about our services, call us today at 800-477-9103!