How fast do you pick up that telephone? How quickly do you respond to emails? Do you answer the phone with a smile? Do you reply to a Facebook post or a tweet?
If you think we’re being a bit “finicky” by asking such trivial questions, think twice and think again. It is these seemingly little details that actually count a lot and can spell the success of your growing small or mid size business when it comes to dishing out customer service.
Believe it or not, an irritated customer can actually give you hell if you fail to answer that telephone quickly enough. The same goes for those offline chat questions, email messages and other channels (like Facebook questions to direct Twitter messages, for instance).
Remember that they’re already having a bad day because they have been charged an arm, a leg, and an entire planet for mobile phone calls they never made (or excessive data charges they never used last month). One client cannot arrange an appointment with the dentist or lawyer, and gets very frustrated. As a business owner, you do not add to their grief by letting them wait for an eternity just to get answers to their questions or make appointments as early as possible. That is why it is important for these businesses to partner with an outsourced customer service call center to take care of these appointments, calls and messages.
As for customer service with a smile? Let’s put it this way: How would you like it if you were met by a grumpy old hag who balled at you for simply asking “Why?”—not even giving you a chance to finish your question in the first place? We thought so, too.
Yes, folks. It’s the little things that count a lot when it comes to customer care. Having a call center service set up for customers can go a long way. It is, after all, about serving and making them happy.