As we enter the age of the customer, companies of all sizes and industries are working fervidly to create processes that improve service. Yet, great customer experiences are not something you can program or proceduralize—they come from compassionate employees who feel empowered to go above-and-beyond for their customers. Here are five of our favorite service stories (in no particular order) from the past year that illustrate the importance of trusting your employees and giving them the power to do what’s best for the customer. Have your tissues ready!
When you’re evaluating a service that will impact your entire family, it’s a good bet you want that company to be warm, personable and available when you need them. Brian Greenberg understands the importance of having a real, caring person answer customer calls—which is why his company, True Blue Life Insurance, signed up for Ruby.
I’ll be the first to admit I’m a bit of a miser. From hoarding my Monopoly money as a child to receiving my haircuts from beauty students well into adulthood, I’ve always preferred to sacrifice in order to save a buck. It took meeting my husband to finally convince me of the virtues of spending a bit more to ensure a better experience—that and an asymmetrical haircut. Under his tutelage, I have tried to evaluate products and services based on value instead of price.
We’re often asked how our company has been able to grow without losing the unique culture that allows us to provide such exceptional service. The answer? Keeping ourselves grounded in our core values and focused on the Ruby Service Pyramid. Continue reading>
Whether you’re a new business starting out, or a company with years of history, here are five statistics about customer service you should consider when creating your company’s strategy for the new year.
Have you ever called a company’s support line looking for help, only to hear the same lines you’ve heard a million times before? How did that make you feel?
Great customers experiences are driven by personal connections and the willingness to go above and beyond. This can rarely be achieved with dictated responses. At Ruby, we’ve found eliminating scripts empowers our receptionists to focus on creating a great experience. Rather than provide our receptionists with verbatim wording, we arm them with tone and phrasing to help during even the toughest of calls.
Forwarding your phone for the first time can be a tricky business. There’s a good chance you’ll find yourself having some confusing conversations with some less-than-helpful service representatives. When you’re shopping for an answering or virtual reception service, it’s useful to be prepared with some basic information ahead of time.
Everyone has bad days now and then, and that includes your callers. So we weren’t surprised when we received this question from Ruby fan, Michael:
“As the owner of a small company, there’s nowhere else for customer complaints to go, so I’m often the one having to deal with them. What magic does Ruby use to turn these types of callers into positive experiences?”
You end up wearing many hats when you strike out on your own, handling everything from customer service and billing, to ordering supplies and answering the phone. All those distractions can add up and keep you from doing what you do best. For this month’s spotlight, we asked returning client Sheila Rambeck, of RambeckLaw PC, to share how Ruby helps her stay focused and efficient.
As children, creativity was not only encouraged—it was embedded in our day. Between recess, art projects, band practice and after-school activities, our creative minds had plenty of opportunities to run wild.