Adopting the Business Telephone Answering Service Can Turn Unhappy Customers into Fans
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by: sai.supriyo@gmail.com
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Word Count: 526
Date: Fri, 5 Aug 2011 Time: 2:05 AM
The age old saying about bad news traveling faster than good news seems to be true. A recent independent study showed that of the general public 75% of them admitted that they will vent to family and friends about a problem they had with a service or product. In contrast approximately 42% of people stated that they recommend services and products when they have a favorable experience. This is how a business telephone answering service can help.
It might be a surprise to find out that even the customers who are deemed to be true blue loyal share the same sentiment. If they have a bad experience then up to 31% of them will make mention of it to their immediate circle of people.
Simple conversations between business representatives and the general public can lead to a foul attitude on the part of the consumer. Having an experienced business telephone answering service can really help a company keep its company image positive.
In most businesses there are three kinds of customers
1.Connector – These are the people that have a huge list of friends and contacts who communicate often. However, they are not the kind of people to discuss brand preferences.
2.Advocate – This person will most often recommend a product or service that they like. However, their list of connections is slim.
3.Champions – This is a hybrid of the two mentioned above. They typically have large groups of connections and they are more likely to give a favorable recommendation.
However, it is important to keep one thing in mind. When a champion feels like they have received a bad deal from a company, they will be the most vocal about it and likely cause the most damage by spreading their frustration among their friends.
1.How can a company avoid upsetting these champions? One clear way is to make sure they have chosen a business telephone answering service that strives to provide consistent and clear communication. Regardless of the time of the day when a person calls in to ask questions, check on an order or make a return there needs to be a feeling that the company truly cares for each caller is handling the matter with friendliness, kindness and professionalism and will ensure everything is taken care of.
These best practices will help ensure that happy customers continue to be happy.
2.Make sure the company is aware of who their champions are. Take care of them, even if they are not the biggest spenders. Having a champion on the side of the company will do more to improve the brand and land more sales.
3.Stick to the basics. Deliver on what you have promised as a company. Give the business telephone answering service the ability to make decisions in the best interest of the company in order to diffuse any negative situation.
4.Don’t try to ignore unhappy customers. One thing that a business telephone answering service needs to do is put the disgruntled people at the top of the list in order to make sure their needs are met. Converting an unhappy client to a satisfied client can do wonders for word of mouth.
About the Author
Larry Chandler is a freelance writer for Anser a leading business telephone answering service. Check out their website Anser.com to learn more about business phone answering services
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