2012: A new year, a fresh start for your business! Great customer service can be an incredible boost to your company; happy customers will stay with you longer and word-of-mouth buzz can grow your client base exponentially. But how can you make your customer service wow-worthy?
Here at Ruby, Fostering Happiness is one of our Core Values, and we aim to make our clients’ and their callers’ days brighter. Besides doing a crackerjack job at answering phones, we’ve developed quite a few ways to accomplish this. Here are five ways we make our clients smile – you may find that they’d be just what the doctor ordered for your customers, too!
1. Handwritten notecards.
These days, most of the snail mail people get is junk mail and bills — who doesn’t like to receive a bit of personal mail in the bunch? Just about anything can be an occasion to write — delight your customers by dropping a surprise note in the mail!
2. Following up calls with an email.
Like our virtual receptionists, our Client Services department is incredibly helpful and always looking for ways to make our clients’ lives easier.
Like our virtual receptionists, our Client Services department is incredibly helpful and always looking for ways to make our clients’ lives easier. One way they do this is by following every call from a client with an email. It’s a great way to summarize or confirm the information you discussed, especially if it was complicated or may be useful to have on-hand in the future. If you don’t have much to relay, it’s also a great way to create a personal connection; a simple “It was wonderful talking to you” may make their day!
3. Be flexible.
At Ruby, we empower our virtual receptionists and staff to make judgment calls on based on our Core Values. Rather than sticking to policy, we believe that not all situations are one-size-fits-all. For example, if one of our clients has instructions to take messages only, of course the majority of the time we’ll only take messages. However, if a family member calls with an emergency, we’ll try to put them in touch with them right away.
In fact, virtual receptionist Kristen C. has experienced exactly that scenario. An extended family member called one of our clients’ lines, and Kristen was able to connect him to the client’s cell phone.
This one’s pretty basic, but it bears repeating: listen to your customers. Sometimes all it takes to make your client happy is to make them feel heard. If a caller sounds emotional, rather than interrupting them, our receptionists will take a moment to listen and let them vent. Try also repeating what your client says back to them to reassure them that you’ve understood their concerns and reassure them that you’ll make things right. Being compassionate and responsive can make a big impact.
5. Check back in.
Making a big change to a client’s account? Don’t stop there! When our Client Services department revamps one of our clients’ call handling instructions, they always check back in with them to make sure everything’s working out correctly. Our Sales department also follows up with potential clients after a few days just to see if they thought of anymore questions or they can do more to help. Just knowing that your company is thinking of them and values them enough to take that time will make for some happy campers!
In addition to making your customers happier, resolve to make yourself happier! Happiness is good for you, and it’s contagious. If you’re smiling, relaxed, and have more time to focus on your work and yourself, your clients will notice. And as always, the virtual receptionist team at Ruby would be delighted to help you become more productive and foster happiness with your callers.
We wish you and your business the very best in 2012! Happy New Year!