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You’ve researched answering services and found the right one that perfectly matches your business goals and ideals. But your work isn’t finished. Don’t stop too soon or you might be disappointed with the outcome. The key to realizing superior results from a superior answering service lies with giving them specific instructions to guide their work to meet your expectations.
Here are the benefits you’ll receive when you take the time to give your answering service the direction they need to serve your callers to the best of their ability.
Improve Consistency: By letting your answering service know how you want them to handle your customers, you equip them with the knowledge they need to provide a steady level of service on each call throughout the day, the week, and the month.
Consistency is key for your customers. When customers receive consistency, they know what to expect when they call your company, and they receive it every time. Contrast this to inconsistency. With inconsistent service, callers won’t know what to expect when they call your company. One time they may deem the experience as excellent, but on the next call they may complain that it failed to meet their expectations. This may not reflect the quality of your telephone answering service’s work but more so a lack of instructions to properly guide them.
By providing detailed directions on how you want your different types of calls handled, you prepare your answering service to deliver great customer service to your customers—every time.
Slash Judgement Errors: Coupled with increase consistency, we see a dramatic reduction in the need for your answering service to make judgement calls when dealing with your customers. Though it may be tempting to say, “Just use your best judgement,” the reality is that each person’s best judgement differs, and therefore the decisions made will vary from call to call.
For example, it may seem to make sense to say, “If the caller says it’s an emergency, it’s an emergency.” Yet one customer’s emergency, may not seem all that important to you. Or vice versa. Instead provide the criteria of what constitutes an emergency. Your answering service will use this protocol to evaluate whether a call constitutes an emergency or is routine. This lets them focus on your caller and not worry about whether they should escalate the call.
Reduce Errors: When you give your answering service the information they need so they don’t need to make judgment decisions when your customers call, a happy byproduct is a reduction in errors.
When you provide detailed information to your answering service, you arm them with a protocol on how they handle your calls. Without this protocol to guide their interactions, the results are hard to evaluate, and you may think they made an error, when they did everything correctly—at least to the extent of their limited instructions.
Enhance Customer Service: By providing your answering service with the details they need to do their job, the result is improved consistency, the reduced need to make judgment calls, and decreased errors. These work together to improve the level of service provided to your customers.
They’ll see the enhanced customer service level your answering service provides, and they’ll appreciate it. Though they may not take the time to commend you, you’ll notice the difference, because they’ll stop complaining about your answering service.
That’s what happens when you hire the right answering service and equip them with a knowledge they need to do their job right.
Richard L. Hutcherson is the director of operations for Answering Service One, a new kind of answering service that wants to become your number one resource to handle your communication needs. Contact Richard at 865-505-0456.