This is better than GOLD advice, y’all.
Your customers might be singing along to ‘I need help’ on repeat while they wait for the phone to be answered when they call your business… but they don’t really want to feel like the problem.
Here’s what we mean…
We recently were put on hold waiting to speak with a decision-maker at a small, local business. And guess what? After 3 minutes, we hung up.
Because there is a big difference between the receptionist saying “I’ll see if they are available” and saying “THEY ARE BUSY!!! THEY DO NOT WANT TO TALK WITH YOU!!!
We hear this mistake ALLLL the time, especially when it comes to 1 thing
The Busy Season
The Busy Season is a time of year when businesses experience an influx of customer inquiries due to a deadline or seasonal change in weather.
Operational customer service improvements like…
- Outsourcing your live phone answering so all phone calls are answered promptly and with a friendly voice
- Layering in appointment booking to fill your calendar with revenue-generating activities to take routine administrative tasks off your plate
- Adding in email support to ensure that no task is left undone
… help potential customers say, “YUP. They’ve got me. I called the RIGHT company!” and self-select in to closed the deal before they hang up the phone.
PRO CUSTOMER SERVICE TIP:
Make the busy season customer service self-selection EASY for your customers.
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Answer your phone with a smile.
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Respond to social media messages promptly.
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Keep conversations positive and simple by explaining the how completing the very next step in the process will get them to the finish line.