Have you considered the importance of listening to your customers? Of course you are listening to your customers and doing your best to help them, but did you realize that miscommunication is the biggest reason that people lose business?
When it comes to communication, one of the best resolves a company can make is to bring on a live answering service to ensure the best quality in this department. Without great communication, you risk your clients choosing another provider over you and losing long-term clients without a clear explanation. In most cases, a miscommunication will cause companies to lose great customers and this often happens due to staff found multi-tasking and an overwhelmed office.
By taking off your plate the main disruption to offering quality service, incoming calls, you can allow you and your staff to focus on more pressing matters and save the interrupting phone calls for a professional that can focus on just that. Here is a look at how live answering services are improving communication and listening skills when it comes to customer service needs.
You don’t have time to fully listen
You may not have realized that your listening skills were slacking. The truth is you really don’t have the time for it. When a client calls in with questions or concerns, people tend to spit out a rehearsed response and take shortcuts to resolve the issue. Instead, customers want to feel like their situation is unique and that you’re doing everything you can to specifically help them without thinking of how you’re helping anyone else in a similar situation.
Unfortunately, people can tell when you’re not giving your all because they can hear when their request is not given 100% attention. Typically, this comes out when someone sounds like they are reading a script, when you seem distracted by other tasks and when you’re not smiling while you speak.
Take all of that out of the equation by hiring a live answering service to give your clients the time of day to talk it through, to be an active listener and to handle the situation or take a clear message in order to give you the full story before you speak to the upset client. This gives the client someone to vent to and allows you to handle the situation with knowledge of it before you speak to the client giving you time to come up with a great resolution.
Why live answering services are the solution
You don’t need to hire a full-time staff member to handle your incoming phone calls. This is expensive and inefficient because your staff member will have to be given a workspace, breaks, and time off, while your live answering service can work during whatever hours you need. Your operator will be able to give your client the time of day you don’t have time for because you’re focused on other things and your client won’t be tempted to go elsewhere.
You can return calls in the order or urgency they require and have the right mindset going into the calls rather than handling them as they disrupt other important tasks you are trying to do. Your clients won’t feel that you are reading them a script anymore; they will hear the professional voice on the other end with the live answering service that offers them a more positive experience and shows they are active listeners.
When you see long-time clients go elsewhere or bad reviews pop up online, it may be time to rethink your company’s communication skills. With miscommunication being one of the biggest reasons that clients are unhappy, do all that you can to prevent another one from happening and be proactive in ensuring your company’s communications are up to par.