Forego Verification for the Sake of Familiarity

phone

Verifying the spelling of caller information may be tempting in terms of precision in call screening, but is it worth sacrificing a tone of friendliness and familiarity? Consider the following two very different scenarios. Let’s say you’re a regular customer of a business, and each time you call to place an order or talk to customer service you reach someone new. Before they’ll help you, you’re asked for all your information, spelling verified and confirmed. Now, instead, consider how you’d feel if they said, “Hi, Molly! How is your day going?” The first exchange is liable to make one feel like a database entry, while the second would instill a sense of real, personal connection and familiarity. The best part is that the person who answers your call doesn’t actually need to know who you are to create that experience.

Continue reading >

Share

Making Connections from Everyday Interactions

Virtual receptionist Leathia M.

Today’s guest post comes from Receptionist Leathia M.!

As a virtual receptionist, I speak with hundreds of people every day. Since my interactions are over the phone, I rely solely on verbal cues to help me leave each caller with a positive experience. So how do I decide when to take it to the next level and create a personal connection?

Continue reading >

Share

Paging Dr. Ruby: What’s Your Phone(side) Manner?

Paging Dr. Ruby

We received a wonderful comment from blog reader Samantha requesting a bit of advice. Says Samantha, “I’m the nicest person, but sometimes my choice of words makes me seem rude or in a hurry.” We’re so glad you found our blog, Samantha! Learning how to make the best impression over the phone is an important skill, and thankfully it’s an easy one to master with the right tools. In honor of Samantha’s question, today’s post includes some of our favorite must-have habits for WOWing callers.

Continue reading >

Share

Use Hively to Learn How Customers Really Feel

If you’re anything like Ruby, delivering exceptional customer experiences is table stakes. If we’re not making our clients say, “Wow!” we are missing the mark! But how can we ensure we’re hitting that target with every interaction? Feedback, of course! That’s where Hively comes in. Hively is an online tool that is invaluable in helping us make our business better and better. A little over two years ago, Ruby’s Client Happiness Department began adding this little graphic to their email signatures:

Hively Customer Feedback Tool

Continue reading >

Share

Voicemail or Written Messages: Which is Better for Your Customers?

Phone

When you’re in a meeting, on vacation, or any time your receptionist needs to take a message, which creates a better experience for your clients: Voicemail, a written message, or a choice between the two? The answer: Whichever option ensures a faster reply from you!  Clients call because — you guessed it! — they want to talk, and the sooner they hear from you, the happier they’ll be. Here are some things to consider when choosing your preferred message option:

Continue reading >

Share

Happy 11th Birthday, Ruby!

Ruby's 11th anniversary
Today marks Ruby’s 11th year in business! And with over a decade of friendly, professional phone answering under our belt, we have a lot to celebrate. From opening a second office to back-to-back years as one of the nation’s top companies to work for, we couldn’t have done it without the support of our clients and employees – some of whom remember when we started around Founder Jill Nelson’s kitchen table!

Thanks for making every year better than the last, and cheers to many more!

Continue reading >

Share

KISS Your Telephone Greeting Hello

ABCAre you crafting your company’s telephone greeting, or thinking of giving your old greeting an upgrade? We recommend the KISS method: Keep It Simple, Silly! Your telephone greeting is an important touchpoint for customers, and an opportunity to make a great (or not-so-great) impression. How much do you need to tell callers about your business in a greeting? Let’s examine this information-packed greeting:

You’ve reached Paulsen Brothers Pickles, home of Cincinnati’s favorite crunchy dill, and three-time winner of the Gold Gherkin Award for Pickling Excellence.

Continue reading >

Share