Hello has been a powerful word ever since the telephone was discovered and used by people to connect for personal as well as professional matters. Today, when texting and emailing dominate the scene as the main modes of communication, phones still hold their importance with people still wanting to talk to each other to feel the personal touch. Your prospects and customers are more likely to trust you if you talk to them directly. Real voice is definitely more powerful than ‘digital voice’ and phone calls may generate desired outcomes if you are contacting a prospect for the first time. Simply put, you need to instill a personal touch in your communications if you are looking to convert prospects into paying customers.
Give your customers access to real human voice. People don’t appreciate if they are directed to the voicemail and most people will choose to hang up and they will never call you back again if they hear a recorded message for the first time. Your customers look for immediate gratification and if you are not able to give them that, you will lose business opportunities. If you think that you do not have adequate manpower to answer your phones in a professional manner, you may consider signing up for an answering service. This way, you will be able to introduce a human voice in your phone marketing activities which will help you position yourself as a trustworthy company in the market.
Customers appreciate prompt responses. When you hire a live answering service, your virtual receptionist will return calls to your prospects and customers on your behalf when you are away. Secondly, you may also use your cell phone to exchange messages with your customers while you manage other tasks. Simply put, prompt customer service is crucial to building a loyal customer base. Secondly, when you call your customers immediately, you are able to reach them before they contact your competitor. When you have a real person to answer your phone calls, your prospects may wait for a certain period of time to hear from you, but they may soon start contacting your competitors. In other ways, you need to return calls to your prospects promptly in order to maximize your sales probability.
Make sure that you keep an emergency contact in place so that your prospects and customers can reach you whenever they need to. Even a prospect who has been visiting your store or website without buying anything may become your customer if he is able to reach you during an emergency situation. You can handle emergency calls by hiring a virtual receptionist who will answer after-hours calls on your behalf. This way, you will be able to reach people whenever they need to contact you. In fact, your customers may rate your business on the basis of how you handle emergencies and once you prove to be “always available” and “trustworthy”, you may become the number one choice for your customers.
Publish Date: June 29, 2016 5:00 AM
"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.
|3.)||Lieber & Associates|
Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
|4.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
|5.)||Orion Learning Services Inc.|
Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff
Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
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