Ever since there is stiff competition in the market, the management of the companies cannot underestimate the role of customer service in the current business world. The use of a live person to answer customer inquiries is one of the most effective ways of improving the satisfaction levels. The rapid advancement in technology and the incorporation of the use of robots in performing the traditional and basic tasks have impacted the business world greatly but it cannot be compared to the efficiency, politeness, and the ability to represent a company’s brand that a receptionist does.
In today’s post, I’m going to outline how this kind of approach of having a live receptionist can really enhance the value of the customer service that is provided and, as a result, enhance your brand.
10 Ways a Live Receptionist Can Improve Customer Service
1. First Impressions Matter
As the ancient proverb says, you cannot make a second first impression Their first impression towards your company could either be positive or negative and you know that subsequently they will not be able to change their minds again. Whenever a customer approaches your company, their first point of contact is the receptionist who influences how the rest of the process will look like. Having a live receptionist is also important since he/she will warmly welcome the clients and this will let the clients know that their business is important and they are valued.
On the other hand, we can speak about an automatic answering machine. Consumers tend to make a snap decision to hang up if they feel that they won’t be quickly attended to when they are met with a recorded voice when calling a company. A live receptionist on the other hand, provides customer with a comfort knowing that their concern will be answered by a real person.
2. Personalized Customer Interaction
It is very clear that there is no harm in automating as much as possible when it comes to customer service since the focus has to be on offering personalized services. A live receptionist comes in handy because customers will be able to talk to a real person thus promoting better interaction as compared to a mechanical voice. The calls can be addressed depending on the individual needs of the clients making the call and the customer will always feel that he or she has been understood.
Personalization concept does not only limit customers to knowing their name but much beyond that. A live receptionist, properly trained, will be able to see what the caller is all about, and in a way that will best represent the particular brand, address inquiries and offer recommendations on the conversation. Providing such a level of service could further improve customers’ experience and, hence, satisfaction levels.
3. Faster Response Times
Customers feel that whenever they contact a company they should receive an instant reply and having a live receptionist will be able to provide that. Automated systems as we all know are very efficient but the problem is that it takes sometime for a caller to be connected to the right department or the right person. On the other hand using a live receptionist one can easily determine what the customer wants and provide him with the information or connect him to the right person.
This quick and prompt response to the issues raised explains to the customers that the company respects their time and its desire to deal with their complaints in the shortest time possible. In aggressive industries this can be a competitive edge which can make all the difference today or tomorrow.
4. Enhanced Professionalism
Having a live receptionist is much professional than having a recorded voice to welcome the callers. A trained receptionist is particular with the way he or she handles every call, a good image to your company is maintained. They include the greetings provided when receiving telephone calls, handling queries and even the arrangement of appointments, the receptionist is your brand ambassador.
This professionalism can be especially valuable for companies which are operating in sectors that require customers’ trust, including legal services or healthcare and financial organizations. Consumers, when they are treated professionally and with courtesy they will have confidence in your business and will be loyal customers.
5. Handling Complex Inquiries
It is not always possible to answer the target customers’ questions with a yes or no answer. At times, the caller may present queries which are a little more sophisticated and for which, you need to understand your company’s offerings. A live receptionist can determine these queries as well as respond to them or forward the call to someone that can effectively handle it.
Information systems are also deficient in this aspect especially the automated ones since they are only programmed to respond to routine queries. When customers require something more specific, they may have to deal with an automated system that they can’t flex with a human being. If you do not wish to get frustrated by handling embarrassing questions and if you want your customers to get the attention they deserve, you must hire a receptionist to handle such inquiries.
6. Managing High Call Volumes
You might get several calls during a day depending on the time of the day your business is booming. Sometimes, customers might be kept on the line for long periods or in worse-case scenarios, be hard BUSINESS TOOL 6Rarely does a company implement a telephone answering system without having a receptionist to answer the telephone. Such large volumes can be easily handled by a live receptionist as he or she can handle a number of calls and make sure that every customer has been attended to.
Quite often, the receptionist can also record elaborate messages for the members of the team who may not be available to attend to the customers’ inquiries. It is especially helpful if the new business does not have enough cash it will take to hire numerous customer care agents yet the business wants to offer the best customer care to its customers.
7. Building Stronger Customer Relationships
Indeed, it implies that customer service does not only entail making to do’s and fixing issues but creating bonds instead. A live receptionist can therefore facilitate such relationships by talking to the customers on the phone. Thus, the customers can become more comfortable with the receptionist, which will add value to your company for the customers.
This volume of customer loyalty ensures that customers are loyal with the businesses that give them that feeling of valuable. An experienced and polite live receptionist can interact with the clients, care for their needs and take time to respond to them; this is a major factor for building a good and lasting relationship with the clients.
8. Improving Internal Efficiency
Apart from the obvious benefit of better customer care a live receptionist can even benefit the internal processes of the business. Some of the necessary organizational roles of the receptionist include answering the phone, booking appointments and accepting routine correspondences which enables the other members of the team have enough time on their end to do what they were employed to do.
Such a delegation of tasks aims at enabling employees focus on their work, rather than be disturbed time and again by calls. The office receptionist is the staff responsible for answering all incoming calls and forwarding the calls to different departments when required. Such relatively simplified process can lead to the higher total productivity within your business.
9. Minimizing Missed Opportunities
Business today is widely competitive and therefore little or no opportunity should be let go such as a single call. If the potential customer cannot talk to anyone at your company, he or she can simply go to a competitor. This is because when you hire a live receptionist you stand to lose none of these opportunities as all the incoming calls are answered and managed appropriately.
However, if the caller is not yet prepared to buy your products or engage your services today, the first-impression created by your live receptionist may ensure that your business comes to mind, when they are.so, by the time the realize they need to purchase or seek the services of whichever business, your business is the one they will consider. With the help of availability, your business can capture leads and prospects, invest in customers and retain current customers.
10. Boosting Customer Retention
Loyalty of the customers is important for long term business success. Research has provided enough information to prove that retaining customers is cheaper than customers acquisition. The functions of a live receptionist are very vital as they ensure that customers are always served with the best throughout their service.
For customers aware that they will always get a friendly and a helpful receptionist every time they call or approach your firm, they are likely to remain loyal. This helps in making sure that your clients are always getting a have this feeling that they are working with someone they have known for along time.
Conclusion
The next big cost effective solution for better customer service and business improvement is to hire a live receptionist. But a live receptionist goes beyond having a pleasant voice and guiding the caller through the interface from hello to goodbye, to explaining the organization’s services, responding to a complicated question, or developing a meaningful business connection.
As customer satisfaction becomes a competitive advantage, the companies, which focus on the interaction with customers and tailor-made services, will turn to be more significant. The receptionist service available to the customers of your business demonstrates to them that you care for their time, that you are in touch with their demands, and that you have high expectations for the quality when it comes to the services your business offers. In the long run, it will benefits the business in achieving better customer satisfaction, customer loyalty and organizational success.
For companies interested in increasing the quality of their customer relations while avoiding the expenses that come with employee hire, resources such as Office In America offer a service that includes live receptionists that can be suited to the requirements of the nature of a particular company. This enhances the customer perception of the company while on the other hand reduces the burden on the companies so that they do not have to much emphasize on answering every customer inquiry that they receive.
Forward your calls to a real person to be your business’s greeting and watch how your customer service becomes your key selling point.
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