When you’re using an answering service for your business, you may quickly find that your customers are less than thrilled with the quality of interactions they deal with. Not having a high-quality answering service can lead to a wide variety of problems including inefficient use of time, unhappy customers, and bad reviews which can lead to fewer new customers and a loss of current ones. While you’re in-office performance may be exceptional, if your customers can’t get quality customer service from your phone team, they will take their business elsewhere. Here’s what you can do to improve your answering service.
Have A Strong Start
One of the first mistakes that any answering service makes is their greeting. If your format is too long and gets botched, it makes your business look unprofessional and starts your conversation out on the wrong foot. If it’s too short and vague, it can lead the caller to ramble and lose track of their purpose, making your calls less effective. Workshop an opening statement with your team to find a professional, leading opening line to keep your phone lines useful.
Give Your Answering Service Context
Depending on the team you use, and what their background is, they may not have enough information about what you do to handle all of your calls as effectively as possible. If they don’t have the right information and have to take messages for you to call back, you’re not making the most of either of your time. Creating easy to search and reference fact sheets for basic and frequently asked questions will help everyone involved, including your patients.
Use Appointment Scheduling
If your patients are calling to schedule an appointment, they don’t want to have to wait for a callback. Often, your business hours are during their working hours, it’s likely your patients are taking time out of their workday to call and schedule an appointment. If they can’t schedule directly with your answering service, you’re wasting their time and yours.
Contact TeleRep Today!
If you have more questions on how to provide the best customer service to your clients, look no further than TeleRep. Our great assets like live chat, call center and answering services, and alarm monitoring set us apart from the rest. Visit us online or call us at 1-800-638-2000. We want to help you and answer all your questions! To see examples of our work and to keep up with everything we are doing, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.