Have you enjoyed our recent blog posts? If you are looking for more customer service and small business tips, then head to these websites. To get help managing your phone calls, appointments, orders, and more, get in touch with Contact One Call Center at (800) 278-3347.
This post on FutureSimple.com shares five ways to provide great customer service, regardless of your title or role.
Find out what Zappos.com did for one customer who travelled to a friend’s wedding without his shoes!
Here are a few tips for handling angry or difficult customers on the phone.
Starting a business is a life-changing event that can either bolster or hinder your financial and professional success. Many would-be entrepreneurs have a great idea for a product or service, but become intimidated or uncertain of the details needed to launch their new venture. If you are considering starting your own business, then review these three tips below:
1. Ask Questions and Do Research
The Small Business Association (SBA) recommends that potential business owners ask these 20 questions before starting their business. The questions, including “Will I need a loan,” and “Who is my competition,” prompt potential entrepreneurs to think critically about their funding, marketing, potential customers, and more. These questions will give you a more realistic vision of whether your business may thrive.
2. Write A Business Plan
A business plan is a document that helps keep the business owner, investors, and executive employees on track for the first three to five years. Having a formal business plan can make it easier for a new business owner to receive funding and to share their vision with new hires. The plan outlines in depth how the company will be structured, managed, and funded and how it will market itself and grow revenue. For more information on drafting a business plan, visit these guidelines on the SBA website.
3. Take Care of The Details
Before your business is up and running you’ll need to determine your legal structure. There are a variety of ways to structure a business including LLC, corporation, and non-profit. New business owners will also need to register for state and federal taxes, and obtain a tax ID number plus any state or federal licenses and permits. To handle your finances, you’ll need to set up a merchant account with your local bank. If you plan to accept payments online, then you’ll want to partner with a PCI-compliant vendor who can securely process transactions.
When starting a new business, you can outsource your incoming calls, appointment setting, and even order fulfillment to a trusted call center. Contact One Call Center specializes in supporting small businesses and organizations with top-notch customer service. Learn more by calling (800) 278-3347.
Recruiting Employees for Great Customer Service: What to Look For
Recruiting Employees for Great Customer Service: What to Look For
Hiring customer service representatives means looking for personalities that will shine on the phone. If you are looking to recruit new hires for your customer service team, then consider the following four traits:
A Positive Attitude
Some people will always think the glass is half empty. In customer service, you want to lean toward candidates who have a more positive or optimistic attitude. During an interview or sample phone conversation, note the kind of language the person uses. Look for individuals who can easily re-frame problems in a more positive light.
Friendly and Engaging
Great customer service representatives don’t necessarily have to be outgoing. They do have to be generally friendly, nice, and engaging. These traits can help your customer service representative to be more empathetic and really connect with customers on the phone.
Creative and Bright
Creativity and out-of-the-box thinking are vital for success in this position. Customer service superstars have to multitask and think on their feet. They must find creative solutions to help people solve problems. Look for bright candidates who can succeed even with an unusual call or request that strays really far from the usual script.
Patient and Good Listener
When customers call upset or angry, you’ll need someone who is patient and calm and can focus on the problem at hand. The right candidates should be able to actively listen to customers and allow customers to vent if they are angry about a problem.
What does your organization look for when hiring customer service representatives? To get help managing your inbound calls, appointments, order taking, and more, get in touch with the experts at Contact One Call Center. Call us at (800) 278-3347 or visit our website to learn more about our call center and live chat services.
When you’re dealing with an angry customer, it can be challenge to remain calm. Sometimes when conversations get emotional or hurtful, our instinct is to respond with even more anger.
Don’t let anger harm your customer relationships. Instead, practice the three tips shared in this video for reducing and managing your anger in professional situations. The video walks through the difference between expressing yourself assertively versus aggressively. You can also learn how to use calming techniques to minimize your own anger. For example, pausing and counting to 10 before responding or taking deep breathes to let go of your anger.
Watch the full clip to learn how to respond to customers clearly and without any destructive emotion or hurtful language. For more customer service expertise, get in touch with Contact One Call Center by dialing (800) 278-3347.
When something goes wrong with a customer’s order or appointment, that customer can become angry. The customer has spent time and money to get their product or service from your company, and when things don’t work out, the customer may feel cheated.
Enter the call center representative. Many times receiving a phone call from a customer means dealing with an upset or difficult person. The best customer service agents realize that the customer simply has a problem and they are getting in touch looking for a solution. Here are three tips to deal with difficult customers and help them find the answers or solutions they are seeking.
1. Listen Carefully
Let the customer explain their problem, complaint, or question fully. Don’t interrupt and really hear what they are saying. Try to hone-in on the root of the problem so you can eventually offer a solution. Ask any necessary questions to get the information you need to help that customer out.
2. Clarify the Problem or Request
When the customer is done describing the problem or question, clarify what they said by repeating it back to them in your own words. Say something like, “Let me make sure I am hearing you correctly,” or “I want to be sure I understand you,” and then rephrase their request. This gives the caller an opportunity to provide more information or identify the outcome they are looking for.
3. Apologize and Empathize
Demonstrate empathy by offering a sincere apology for the customer’s negative experience. Let the apology come from you directly and not the company by using “I” instead of “we.”
4. Stay Calm When a customer is raising their voice, talking quickly, or talking over you it helps to remain calm. Do not escalate emotions by also raising your voice. Remind the customer calmly that you are there to listen and offer help.
If your organization has trouble responding to customer calls in a timely fashion, then enlist the services of a professional call center. Contact One can help your business offer top-notch customer service experiences with their Live chat services and call center services. Find out more by calling us at (800) 278-3347.
Customer Service Fixes: What To Do When You Do It Wrong
Customer Service Fixes: What To Do When You Do It Wrong
Customer service encompasses every area of your business, from the moment you pick up the phone, to appointment setting, through to the sales transaction. Smaller businesses and organization striving to grow cannot afford to make customer service mistakes.
Failure to provide excellent customer service can result in lost sales and even negative word of mouth spreading about your business. Below we’ll review three common customer service problems and provide solutions for fixing these problems and making amends with customers.
Problem 1 – Failure to Answer Calls Quickly
When you are pressed for time or have a small staff it can be difficult to answer the phone quickly or reply to customer messages. If this occurs and a customer becomes angry, let the customer vent about their concern and listen actively to their complaint. Then proceed to help them with their needs.
Problem 2 – Double-Booking Appointments
Have you had to cancel an appointment due to an over-booking mistake? Calling a customer right before their appointment time and telling them you need to cancel can be a really negative experience. Be sure to explain the problem, take responsibility, and apologize for the inconvenience. Offer a solution for a new appointment time and sweeten the deal with an extra reward such as a discount or free gift.
Problem 3 – Confusing Ecommerce or Order Process
If a customer has trouble placing an order and contacts you for help, then consider yourself lucky. At least you did not lose the sale entirely. To handle this problem, first identify the issue that was confusing during the purchasing or checkout process. Use this customer contact as a way to get vital feedback to improve your transactional process in the future.
To avoid these problems ongoing, consider working with an answering service that will answer customer calls and questions 24/7. Contact One Call Center can answer your phones, set appointments, and even take orders or answer order-related inquiries. Learn more about our services by calling 1(800)-278-3347.
At Contact One Call Center we know that top-notch customer service is vital to growing your business and keeping customers happy. Below is a great example of a business going above and beyond to make a customer happy and help solve their problem:
Lego’s Letter to A Seven Year Old Boy
Last Christmas, a seven year old boy saved up all of his holiday money to purchase a Ninjago kit, which is based on a popular cartoon. It came complete with a futuristic vehicle and Ninjago characters. The boy lost one of his characters when it fell out of his coat pocket and he composed an email to Lego’s customer service team thanking them for the awesome kit and asking for a replacement.
The customer service department at Lego wrote back with a personalized and imaginative email that referenced the characters in the show. Not only did Lego replace the lost figurine, the company also included a special set of weapons and a villain character. Lego’s caring and inspiring response was shared with millions of people online as word spread about this special case.
This is just one example of how a business can “wow” its customers by listening well and rewarding loyalty. Here are some of the benefits of this kind of customer service:
Improve Your Reputation
Since this example from Lego went viral online and was seen by many people, it helped improve and strengthen Lego’s brand with the greater public.
Increase Lifetime Customer Value
It is more valuable and more cost-effective to retain loyal customers than to go out and get brand new customers. Excellent customer service can help organizations to retain customers and increase their lifetime customer value.
Let Contact One Call Center create a culture of exemplary customer service for your business. We help retailers, non-profits, medical offices, law firms, and all types of organizations with answering services, scheduling, live chat, and order taking. Find out more about us by calling 1(800)-278-3347 or visiting us online.
These Links Provide Information About How We Can Help Your Business Grow
These Links Provide Information About How We Can Help Your Business Grow
Discover tips to help boost your business on these helpful websites. Contact One Call Center offers many business-boosting services, including answering services and chat support. Call us at 1-800-278-3347 for more information!
With so many businesses offering so many services, it is essential for business owners to find the edge that will set them apart from the competition. Getting outside help from a company like Contact One Call Center is an easy way to reach out to customers and give your brand more visibility. Find out how our business can give your business the edge it needs:
Answering Your Phones
Consumers want answers to questions as soon as they pop up. That is why it is essential to focus on your company’s phone service. If you are unable to answer phones due to other responsibilities, you may miss out on gaining new clients! Our answering services make it easy to handle your work while also providing a friendly voice to interact with potential clients on the phone.
Taking Orders
Does your business sell products or services online? Companies who offer online sales must be able to keep up with client shopping styles. Not all consumers make online purchases during regular business hours. If your website cannot handle orders after these hours, you will lose customers! Contact One Call Center offers these services to boost your business.
Setting Appointments
Prevent potential customers from choosing your competitors by making it easy to set appointments at all times. Working with Contact One Call Center is an easy way to make sure consumers can schedule an appointment at any time! We will answer calls and set up online appointment requests.
Live Chatting with Customers
You never know when a potential client will have a question. That is why it is important to provide a live chat service. Let our staff handle online inquiries with our amazing live chatting options!
If you want to boost your business with extraordinary customer service, let us help you accomplish your goals. Contact One Call Center makes it easier than ever to reach out to customers and create loyalty. Give us a call at 1-800-278-3347 for more information!
Which Businesses Benefit Most from Answering Services
Which Businesses Benefit Most from Answering Services
All businesses strive to provide the best customer service in order to encourage customer loyalty. However, handling this service on your own may be difficult. That is why it is a good idea to seek outside assistance from a professional answering service! Your business is sure to benefit from an answering service if it falls into one of these fields:
Health Care Professionals
Are you a physician, dentist, veterinarian, or general health care specialist? If so, an answering service is a must-have for your office! Medical professionals spend their time at the office working with patients, leaving administrative staff to handle other responsibilities. Staff may be unable to answer calls when speaking with patients at the office. An answering service ensures that all calls receive answers.
Small Businesses
Answering services benefit many different types of businesses, including small local businesses. Hair salons, nail salons, and other service industries that rely on appointments must always be available to answer the phone. If all employees are busy catering to in-house clients, phone calls may be left unanswered! Make sure you schedule all of those incoming appointments by hiring an answering service.
Professional Services
If you work in a professional field such as law, real estate, or insurance, focusing on details is essential. Give yourself the time you need to focus on your responsibilities by hiring an answering service to focus on other business matters! An answering service can handle incoming calls and set up appointments while you focus on your trade.
Service Contractors
How can you schedule appointments if you are out handling contract work all day? Plumbing, heating and air conditioning, and cleaning contractors visit multiple homes each day. It is difficult to take calls while on the road or working in a home, which is why you need an answering service!
Contact One Call Center helps a variety of businesses connect with more customers with our amazing answering services. Learn more about our customer service benefits by visiting our website or calling us at 1-800-278-3347.
