We’ve been answering phones for over 10 years now and if we’ve got just one golden nugget of information on how to keep your customers happy, this is it…
COMMUNICATE
It turns out, no news is not good news!
We’ve experienced plenty of callers ringing and ringing having been left in limbo waiting for a return call to solve their query. The more the caller rings, the more stressed they get.
“He said he’d call me back in half an hour and that was 2 hours ago”, the caller said frustrated and angry.
If we had £1 for every time we heard this, we’d definitely own a tropical island! What we’ve learned is, a little communication, honesty and common courtesy goes a very long way.
Our absolute top tip is to be honest and effectively communicate and you’ll find people are understanding. Best of all, it’s great practice for first class customer service.
