Exceptional customer service is something every business ought to pride itself on. In some cases, your customer service can either make or break your business. After the onset of the COVID-19 health crisis, incredible customer service matters now more than ever. Here’s why:
It’s All About Impressions
First-time customers who are calling your business to schedule an appointment, make an exchange, or because they have questions, often don’t always know what to expect. Will they be greeted with a robot voice or a frustrating automated menu of options? Will they be on hold for a long time? Should they flip through a magazine while they wait?
No matter the reason for the call, they’ll want to be greeted by a warm, bubbly voice that is eager to help them. They could’ve sent an email or tried your website’s online chat. But they called because they wanted to speak with a real person. You, being the real person, now have the opportunity to not be just some voice on the other end of the line.
You have the opportunity to connect with callers by actively listening to and engaging with them to ensure their unique needs are met. Making that personal connection is key: ask about their day. How are they faring during these difficult times? Relate to them. They may take comfort in knowing they’re speaking with an actual human who is experiencing many of the same challenges they’re facing. By the end of the call, you’ve made an excellent first impression by transforming a typical, run-of-the-mill interaction into a warm and engaging customer service experience that will be a breath of fresh air to them during a stressful time when we could all use one.
Providing a Positive Experience Matters
Once customers hang up the phone after a positive experience, they’re going to want to share their positive experiences with others. As with anything in life, your interactions with others go a long way. Providing positive customer experiences provides you and your business the opportunity to receive positive feedback. Picture the following scenario from a customer perspective: you’re scoping out a new chiropractor in your area and in doing your research, you’re looking for the chiropractor who has – you guessed it – the most positive reviews! Positive feedback is critical when it comes to attracting new customers and clients, especially during a time when consumers may be wary of stepping out of their comfort zones. Every review counts for something – and it all starts with a positive experience!
Referrals are Everything
Possibly more valuable and personal than reviews, however, are those gem-like word-of-mouth referrals that your customers are giving to their family, friends, and colleagues about their experience with you. Those matter now more than ever that we are navigating an uncertain health, economic, and political climate. One really positive outcome of crisis situations is that people really lean on one another for support and advice. More referrals mean more prospective customers.
Providing an amazing customer service experience starts with:
- Friendly and Professional Representatives
- Multiple Means of Communication
- 24/7/365 Availability
Today’s evolving health crisis has led many to feel uncertain. Take the next step in your customer service by investing in a top-notch answering service so that your customers are certain to have an amazing experience.
Now is the best time to integrate an answering service into your business and customer service experience and we’re here to help. Give Midwest Answer a call today at 844-720-1115.
