How do you treat your customers on the phone? If you’re treating them as professionally as you would had they entered your store, then things are probably in good shape for your business. If you are missing calls, rushing through conversations, or leaving your customers with unresolved questions and concerns due to multi-tasking, it may be time to rethink your customer service approach.
There are a few things you can do that would fall into the category of worst ways you could treat your customers on the phone and if you fall into any of these categories, it’s time to make some serious changes.
You shouldn’t be asking your customers to do all of the work to get what they need or to forget to make the customer feel like the most important person in that moment of your day. If you’ve found yourself making any of the following mistakes, it’s time to consider bringing in a virtual receptionist or live answering service to improve your customer experience.
Worst way to treat your phone calls #1
The first way you may be failing your customers is when you’ve asked them to do all of the heavy lifting. Did your customer call in and five minutes after working on an issue, you’re now asking them to email the company instead? Don’t ask them to call someone else or to go another route; take down the issue and handle it yourself.
Find the right person for the inquiry or deal with it personally until it’s resolved, even if they didn’t choose the best method of contact. If you are making it harder for your customers that want to do business with you, you are setting yourself for an unhappy customer that has no motivation to return again.
Your customers want to feel that you care about their time, that they are the most important person in that moment, and that you wouldn’t attempt to take a lazy route when they call in with a request. Make them feel attended to and worthy of your time.
Worst way to treat your phone calls #2
If you tend to leave customers on hold because you have too many calls, have to help multiple customers, or have to find the right person to help, this is a big problem for your company. People expect immediate results and your customer service department will have a bad reputation if people are left on hold for long.
In fact, it’s believed that people spend around a total of two days per year waiting on hold. If you can’t keep up with the norm of quick results and immediate results, then you won’t be able to make it long. People will not patiently wait on a call with “hold” music, so be sure to always be available to answer calls, handle problems quickly, and follow-up with customers before they even need to contact you about a problem. Being proactive and taking away reasons for your customers to get angry is the best solution.
Worst way to treat your phone calls #3
If you forget to make your customers feel special and like they are your most important customer, you are making a huge mistake. It seems obvious to do this but many employees will show their true emotion on a call by seeming agitated, tired, or interested.
Many will miss calls because they are busy and customers will not be pleased. If a customer contacts your company through the phone, social media, email, or otherwise, make sure they feel like they are your biggest customer. Be smiling, act helpful, investigate if a problem is brought up, and make your customers feel like royalty.
What can be done?
If you can’t keep up with the demands of customer service and find yourself falling into one of these categories of the “worst ways” to treat a customer, it may be time to bring in additional help. Not everyone can afford another full-time employee or has the office space for one which is why a virtual receptionist or live answering service might be the way to go.
This service would be done through their own remote location, offering you unlimited phone answering representatives, handling your customers through your own customized way, and at whatever flexible hours you need. There’s no contract involved and you can get administrative services from across the board handled such as your incoming calls, managing your calendar, updating social media, and helping sort through your emails.
Stop handling your customers poorly unintentionally. When your office or store is already this busy, it’s time to bring in a professional service that can ensure all of your customers are being rolled out the red carpet all while your brand maintains its great reputation.