The answering service representative is one of the unsung heroes of today. When a customer calls and has a consistently great experience, it can really do wonders for a company’s reputation. Learning how to field phone calls well is a skill that is learned through experience. Here at Telerep, we pride ourselves on our professional, friendly representatives. If you’re an answering service representative, we have some tips for how to be the best one you can be!
First impressions are hard to erase in the memory of a customer, and your first interaction with them will be your greeting. A professional, strong, and friendly greeting will go a long way in setting the tone for the rest of the call.
Building Listening Skills
All customers want to feel as though they are being listened to when the talk to an answering service representative. In fact, most consumer experts agree that listening is more important than talking in these situations. When you listen actively, the customer will be able to tell that you take their problems and concerns seriously.
Skilled answering service representatives know that one of the most important skills to cultivate is an ability to empathize with the customer. Explaining to an upset customer that you know how frustrating their situation is – even if you don’t have an immediate solution – is incredibly helpful and lets them know that they are valued.
Offering Solutions and Alternatives
Sometimes you may get a customer who makes unreasonable demands that you cannot fulfill. Instead of making a flat out refusal, let them know exactly what you are able to do instead. Customers will often be happy with alternative solutions that help solve the problem.
Every customer ought to feel valued after they get off the phone with an answering service representative. Never let a customer hang up without first letting them know how appreciated they are. A simple “thank you for your business” goes a long way.
Going the Extra Mile
Friendly answering services are the key to unlocking brand loyalty in customers, and often this is accomplished when representatives go the extra mile in taking care of them and their needs.
Get In Touch With TeleRep Today
TeleRep knows how important call center and answering services are to your company. We are well known for our professionalism and excellent customer service when dealing with your valued customers. Let your customers know you care, right now, with our live answering services. To learn how TeleRep can help set your business apart, contact us online or give us a call at 1-800-638-2000. To see more examples of what we’ve done, follow us on Facebook, Google+, Twitter, LinkedIn, and Pinterest.