4 Tips For Building Customer Trust

businessmen on planks

As a child of the 80’s (and a Chicago native), it should surprise no one that Ferris Bueller’s Day Off  is one of my favorite films. There’s a moment in the film when Ferris stops being his goofy self, and makes a profound statement about growing up:

Life moves pretty fast. If you don’t stop and take a look around once in awhile, you could miss it.

That statement applies as much to modern business practices as to how one should live one’s life. Continue reading >

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WOW Story of the Month: A New Title

Tara Hammond

Problem Solver & Happiness Maker, Tara Hammond

Ruby values happiness and practicing “WOWism”, right down to our fun and unique job titles. Each receptionist team has a name—“Blazing Rubys”, “Gems”, to a name a few—while other departments include titles such as “Happiness Concierge” and “Ambassador of WOWism.” These titles are purposefully chosen to reflect our brand and, most importantly, never fail to surprise and delight our clients.

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No Detail Too Small: Personalize Your Voicemail To Create a Great Customer Experience

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Great customer experience companies pay attention to detail. Apple takes pains to ensure the inner workings of their products are as well-designed as the exterior. Figures in Disney World’s ‘Hall of Presidents’ wear authentic reproductions of their respective eras. These companies are distinguished by their focus on the parts unseen, and understand it is a key driver in their success. A missed or unrefined detail will draw attention to itself and consequently impact the overall customer experience.

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How to Start a Notecard Habit

Jimmy Fallon writes weekly thank you notes

If you’re interested in creating lasting connections with customers (and who isn’t?), handwritten notecards can help you get there. A handwritten note is impactful because it’s rare. Consider all the junkmail and bills that pass through your mailbox each week. Other inboxes are just as bad: you likely receive more emails and texts than you’d care to count. Now, consider the number of handwritten letters or cards you received recently. Pretty big disparity, right?

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Rediscover the Lost Art of Human Interaction

Have you ever dialed a company only to be lost in a complicated auto-attendant? Or felt surprised because you’ve reached a real human being rather than a machine? In an era where technology can accomplish more than our grandparents could have imagined, human interaction has taken a back seat in the customer service world.

While callers may have grown accustomed to leaving their messages in the void of a voicemail box, it certainly doesn’t mean they feel helped or cared for.

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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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