Why Real People Should Answer Business Phone Calls
In today’s tech-driven world, businesses are presented with many options to facilitate their interaction with customers. While automation and AI may seem like the best solution to all communication problems, they could sometimes fall short of customer expectations. Jill Nelson, CEO, and founder of Ruby Receptionist, argues that real people are the best to handle customer phone calls. In her experience, she has seen that businesses grow when they prioritize having a real person on the other end of the phone. Read on to find out why this is essential to growing your business.
The Importance of Real People Answering Phone Calls
According to Jill Nelson, phone calls are the most crucial part of a buyer’s journey. That’s because it presents an opportunity for a business to make a lasting impression on its customers. When actual humans answer your calls, it offers a level of customer care with a personal touch that cannot be matched by automated systems. Consumers want to feel valued by the brands they interact with, and nothing makes them feel that way than being able to speak with an empathetic and knowledgeable receptionist. Therefore, opting for a managed service provider who can create a customized plan for the receptionists to provide the level of care necessary for your business could be a perfect way to avoid automated answering services.
Why Kindness Matters in Customer Service
Beyond just answering customer calls, Nelson believes that the key to successful customer service lies in how we treat them beyond just the phone call. She argues that mobile phone app reception services, along with the kindness of customer service providers, are the difference makers for businesses today. Simply providing quality services may not be enough, and the way providers communicate with customers could determine the difference between retaining them and driving them away. A caring, smile-filled voice over the phone is likely to create a lasting impression on a customer long after a conversation has ended.
Training Employees to Provide Excellent Customer Service
To ensure that your employees are happy, empathetic, and effective while answering customer calls, you must invest in their training. Customers will only be satisfied when they feel valued by the team members they interact with, primarily receptionists. Therefore, your team should be trained to excel in understanding customers, gathering their needs, answering their queries, and solving their problems. By creating a service culture that puts the customer at its heart and training employees to handle calls with care, your business can achieve a level of customer satisfaction that keeps them coming back.
Making Meaningful Connections in Business
It’s essential to appreciate and value the people who work for you. While the technology available today presents opportunities for more efficient communication systems for your business, it’s the human connections that really matter. Building relationships and having meaningful conversations are the key to providing a fulfilling customer experience. This is not something that AI or automated services can provide. Instead, if you focus on hiring and training individuals who are emotionally intelligent, empathetic, and tech-savvy, you set your business up for long-term success.
In conclusion, as much as the technology available today can make business operations more efficient, it cannot replace the human touch. As a business owner, it’s essential to prioritize the needs of your customers by investing in valuable employees who can provide quality and personalized care during phone interactions. By doing this, you can build meaningful, long-lasting relationships with your customers while growing your business.