Why are businesses using automated answering services during normal business hours, as a replacement to nice, friendly, helpful, AND LIVE, customer service representatives?
Do business owners actually believe this is a good idea? An upgrade in customer service?
I don’t know anyone who hasn’t felt utter frustration, at least once, after encountering an automated answering machine when calling to place an order or ask a question. The worst is the kind that is supposed to recognize your voice commands, but no matter how perfectly you enunciate, it can’t differentiate yes from no.
When people call your business, they want to talk to a live person.
Outside of avoiding the obvious aforementioned frustration, there are many advantages to having customer service representatives answering your phones.
You can solve problems, answer questions, take orders…and do all that IMMEDIATELY. You can gather vital information to be used in strategic marketing plans by simply asking; “How did you hear about us?” You can provide information to customers by informing them of services and products they might not be aware you offer.
A live person equates to better customer service, and good customer service is the lifeblood of any business.
Start improving your customer service today and ANSWER YOUR PHONE…Yes, YOU!
Paula Smith / Paula@curryprint.com / Office: 410.685.2679
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