Years ago when I worked in customer service…
I remember someone mentioning ‘Consistent Exceptional Service’. Let’s give it. I took that as a personal challenge.
To always go that extra mile to make the customer happy. Doing everything in my power to make sure they left feeling like they were taken care of. Is your answering service giving you exceptional service on a consistent basis?
Let’s put ourselves in an operators shoes.
For example: If a caller calls at 5:12pm and get’s the answering service because the office is closed, after taking a brief message instead of saying “Try back tomorrow.” How about, “They will be in the office from 8am to 4:30pm tomorrow.” A very small detail, but it’s that extra bit that will make sure business will not be lost.
Or say a caller has what they feel is ‘No big deal’, but according to the description you can tell that the situation might be a little more serious than they think. How can we go the extra mile? We can make sure we get the correct person on the line so that THEY can decide the severity. Only to find out that the situation was VERY serious. Without that consistency, we never know what may have happened.
This ‘Consistent Exceptional Service’ mentality is what makes the difference between an average message center and Superior Message Center. Superior Message Center has live operators available 24 hours a day. Waiting to give that same service to every one of your callers.