For many, this pearl of wisdom comes to mind every December 31. As people sip their Brut champagne and watch the New Year’s Eve ball drop in the city, they begin making resolutions, wanting to improve upon the past and accomplish new goals as the fresh start unfolds. The beginning of a new year is a perfect time to reflect on past practices but to also look forward and plan for the future.
This includes business as well. Business resolutions take many forms – from improving employee relations to paying more attention to hard data. But one New Year’s resolution is a must for every thriving business: improve customer service and, most importantly, phone service. When some businesses reflect on the past year, understanding that 80 percent of business communication is conducted over the phone, they might recall less than stellar examples of customer phone service:
- Calls not being answered. This is the worst customer service. It’s reported that 98 percent of customers will have an immediate negative impression of a company that doesn’t answer the phone. In fact, 71 percent of customers will even end a relationship with a company over poor phone communication.
- Customers waiting too long for their calls to be picked up. We have all experienced the annoyance of calls that ring and ring. It reflects poorly on the business, often leading customers to assume even more negative qualities like poor management and weak employee training.
- Calls going to voicemail. Research indicates 72-80 percent of people hang up when their calls goes to voicemail versus interacting with a live human being. Many companies, to save money, have implemented voicemail or automated answering services. However, research shows that people overwhelmingly prefer dealing with other people. In the final analysis, companies that utilize voicemail and automated services might actually lose business and thus lose revenue.
- Calls being transferred over and over, resulting in customers having to repeat information several times. Any interaction that leads to annoyance hurts customer service. The customer’s time is valuable, so having to wait on the phone an inappropriate amount of time can seem disrespectful and uncaring.
- Phone agents who simply direct customers to websites rather than offer solutions. People prefer getting assistance in the moment from real, highly trained professionals. Being directed to a website that is often hard to navigate for some increases frustration and leads to poor customer interactions.
- Agents who are not knowledgeable, so they cannot offer help and the satisfaction customers seek. Nothing is more frustrating than placing a call to a company only to interact with someone who does not and cannot help.
- Agents who are not trained with a specific protocol when answering the phone. Good phone service requires that agents have been trained to deliver a consistent and helpful experience.
- Perhaps, worst of all, agents who are rude, unfriendly, lacking empathy, and speak with a poor attitude and tone. There is no reason that customers should encounter agents who are not positive, passionate about their work, and happy to help customers.
NewVoice Media reveals that businesses lose an estimated $62 billion annually due to negative customer experiences. Further, WalkerInfo reports that customer service is even more important than the product and its price. In fact, it projects that great customer service will be the key brand differentiator in 2021, and an outstanding experience will be the determining factor for many. Research shows that 50 percent of customers when polled remarked that they expand their purchasing with a company that provides positive customer service. Additionally, 86 percent say they are even willing to pay up to 25 percent more for good service.
Conversely, poor service will powerfully and negatively affect a brand. Many customers who have poor telephone experiences will take to social media or review sites to voice their displeasure. These negative reviews certainly hurt companies when they could have been easily avoided with a great telephone answering service like Bennett Communication Solutions.
The virtual receptionists at Bennett Communication Solutions are remote receptionists who are available every hour of every day. They are the experts at what they do, which is providing exceptional customer service. The virtual receptionists at Bennett Communication Solutions are rigorously trained, so that they can attend to every customer telephone interaction with the utmost professionalism. They are positive and patient, expressing great empathy for customers. Most of us have experienced a rude, unfriendly phone operator. We’ve also experienced interacting with a robot that never seems to be able to solve our problems. The research shows that people want a real voice on the other end of the line, someone who is friendly and well trained.
People understand what good receptionists do, and the virtual receptionists at Bennett Communication Solutions are exactly that. They take the best possible care of any company’s communication needs. All calls are answered and answered immediately. Then the virtual receptionist will treat every call professionally – with friendliness, care, and knowledge. An important part of their training is to listen carefully to customers’ needs and then respond in the best possible manner. That would include recording important information, routing calls to the appropriate person or department, scheduling appointments, and providing information.
All agents are trained for every business, so they can provide truly helpful information that is tailored to each business. All of this adds up to excellent customer service that will lead to expanded and repeat business. Research shows that 97% of customers will share great customer experience stories with others, leading to better branding and more success for that company.
For 2021, every business should resolve to improve their telephone communications. Yet, this is easier said than done. Great telephone service is best left to the experts at Bennett Communication Solutions. Yes, hitting the treadmill or cutting back on carbs are great resolutions for the new year. But people should not overlook their business. Instead, if they take stock of their company and understand that excellent telephone communication is a cornerstone of an outstanding company, they can resolve to improve. To do so, they should contact Bennett Communication Solutions today.
