Using A Live Answering Service

Lets face it

Lets face it. Every one of us has horror stories that we can tell about being put on eternal hold when calling a company. Or running the gambit of options when routing yourself through the loop of the automated systems that are prevalent in most large companies these days. How refreshing is it to you when you call a number and a real person answers the phone and asks how they can help? For most of us that is akin to heaven.

When you look at it as a person calling in as opposed to the business owner it doesnt take long for you to realize that having to jump through hoops to get a person on the line does more harm than good.

First of all, if it was a simple call looking for information such as getting the company address or looking for product information, the length of time it takes to get a person on the line could cost you a potential customer. If you have a live answering service they could answer the question in less time than it takes an automated service to bounce your prospective customer around. That means they will be happier and will be more likely to attempt to become a satisfied customer.

Secondly, if a customer is calling with a problem or issue that needs resolution, the longer that they have to wait bouncing from menu to menu and hanging on hold to actually speak to someone, the madder they will get. When customers get mad they are less likely to listen to a viable solution and the confrontation is more likely to become loud and non productive.

So these two very common scenarios can be alleviated quite easily through simply having a live answering service simply take the call and let the person talk. Having been in retail myself for many years I know that often simply giving the person a chance to vent the concerns and speak about it will help lead way to a solution. People respond in kind if they are treated fairly and with respect.

Using a live answering service also allows you the luxury of having the calls forwarded to you no matter where you are if indeed the call is one that needs to be dealt with. That means that even if you are on a business trip, if a client has an issue that needs to be addressed, you can answer the concern right away rather than having them wait until you return and dig through your many voice mails that might be on your machine.

A live answering service can go a long way towards solving some ills that come with the corporate business environment. It makes the customer or person calling you for whatever reason feel that you are a company that feels like they are important and not just some non feeling business entity that is concerned only with the bottom line. This will go a long way towards garnishing a lasting positive relation with them.

by: Khalid Sajjad

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