If you own a business, you already know this: customer relationships take time to establish. However, bad customer service could ruin this relationship. If you use a 24/7 answering service, they are on the forefront of handling your customer service needs. Here are five things that your answering service should never say to your customers.
"You should do this."
Customers do not like to be told what they should do. Rather, they want your help in doing certain things. That is why they seek your business out in the first place. Help your customers solve their problems instead of telling them what they should do.
Never tell your customers the word "no." Always try to phrase it as a yes even if you add some qualifications afterwards. For example, you may tell your customers 'yes' if they ask you if you can fix something for them. Then tell them how much it will cost to fix that item.
"I'll get back to you."
When you use these words, your customers may feel that you are putting them off. They will think that their concerns are not important to you at the moment since you said that you would get back to them. Even though you may be very busy in your business, each customer should feel like your priority. Additionally, the word "soon" is not definite. Your customer may be left wondering how soon you will get back to them.
"That doesn't agree with our policies."
Your customer does not know all of your policies. When you tell them that a certain factor is going against it, they may not be too concerned. A good idea is to let your customers know about all of your policies ahead of time. Either place your policies on your website or send each customer a notification of your policies by snail mail or email.
"We will try to help you."
The word "trying" is nebulous and does not sit well with most customers. Customers are not concerned with what efforts you will make in trying to help them. What they really care about are the results of your efforts. Be concrete and tell them what you will actually do for them rather how you will do it.
When you have a 24/7 answering service, they are your representatives. They should avoid using the preceding list of DON'Ts to tailor their speech while interacting with your customers. This will strengthen your relationship with your customers and ensure that they remain loyal to your brand.