What’s Your Customer’s Experience of You and Your Brand?
When you are having a busy day providing your service do you miss phone calls? Do you forget to respond to voicemails? Do things just get left because you are too busy ‘doing the do’? How does that make your potential customer feel?
I know there are 1000s of businesses out there where potential customers get in touch and cannot get hold of anyone, calls are not returned. They simply move on. Sometimes they move on having left a poor review or, when asked if they would recommend your business, they say ‘no’.
We are an award-winning UK based telephone answering and call handling business.
Our specialism is to create time for our clients, so they can focus on new business, go on holiday, attend business meetings and conferences, or even to cover school pickup – and we do this to ensure that our client’s customers feel they are valued no matter when they get in touch.
As CEO of my own business, customer service and experience is extremely important to me, so it is important that my team are professional and always fully focused on the task and for the benefit of the client for whom they are working.
The tone of someone answering a phone call can say everything about your business to the person on the other end of the receiver. We’ve all met those people serving you in a shop who obviously isn’t interested in you – they’re either playing with their mobile or looking over your shoulder, as if they want to be somewhere else. That’s obvious because we can see them.
But actually, I’m sure you’ve noticed it on phone calls too. If someone is disinterested in what they are doing, or not giving you their full attention, you can hear it in their voice. Likewise, when someone sounds upbeat and is smiling, you can also hear that, and it makes a call positive from the outset.
So, for my business, I make sure I employ people who know that total focus, clarity of speech, and thinking carefully about the way they answer calls for our clients is very important. They need to give the right impression.
8 ways we maintain good customer service:
- Importantly, we employ professional telephone receptionists who answer each call as flawlessly as if they worked for you directly in your own offices.
- Our telemarketers are all fully briefed on clients’ products or service, and have the knowledge and ability to deal effectively with any calls or queries.
- They work with your database, to introduce new clients to your service or product in a professional manner and then return the completed database to you in the format you specify, or via your own CRM system.
- We never cold call people, and also, we don’t engage in telemarketing on a commission only basis. We apply the same care to all calls and therefore our fees apply to those calls in all circumstances. There is no agenda for us to push to ‘make a sale’ we are simply introducing people to a client’s business in a healthy and ethical manner.
- The reputation of our client’s business is always at the forefront of how we deal with their calls and clients.
- We don’t have a niche client we want to work with. We work with anyone who wants to focus on their work without having to worry about answering the phone every five minutes, knowing that their clients and customers will be able to book appointments, their questions will be answered and orders can be placed efficiently.
- The team aim to answer all calls within 2 -3 rings, which means your clients and customers won’t be moaning about calls being unanswered.
- We treat everybody’s clients and customers as if they were our own – because we are representing another business, and for me, that is the strength of how we work.
I know we are giving good customer service when I receive testimonials from our customers about my team saying: ‘they are a very valued part of our team’; or ‘they never missed a call’; or ‘I could not run my business without having a reliable, trustworthy, professional team.’
To find out more about all of the services The Virtual Business Centre offer, take a look at our website or call us at 01666 511340
