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.

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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?

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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

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Client Spotlight: Network Redux

Thomas Brenneke, President of Redux

Thomas Brenneke, President of Network Redux

Thomas Brenneke founded Network Redux ten years ago and has grown the company to host thousands of client websites and operate four secure data centers as well as satellite offices in Ontario and Kochi, India. In mid-2013, Ruby began answering their calls, and they’ve been a pleasure to work with. Thomas was recently named one of Portland Business Journal‘s “40 Under 40,” and we were delighted to pick his brain in today’s Client Spotlight!

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Why Your Law Firm Should Care about Customer Experience

Attorney customer experience

Your clients are hiring your firm because they know you do great work, right? But that’s not the only reason a client chooses your practice over another. Matt Spiegel, VP and GM of MyCase, recently summed it up nicely on Lawyerist: “While winning cases will indeed help build a positive reputation, providing stellar customer service is just as important in building a successful practice.” Here are three reasons you may want to take a second look at how your firm handles customer experience:

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Show Customers You Care by Matching Their Tone

Photo via Flickr/Creative Commons user Josh Semans

When answering the phone, you probably do your best to sound positive and upbeat – an excellent default no doubt! We often think of these tones as being synonymous with great service, and they usually are, but some situations call for a different approach. If you sound happy for every single caller — no matter the circumstance — you risk coming across as robotic, providing the same cookie cutter experience to everyone.

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