Information is key. You hear people say that all the time. I am here to tell you that it is absolutely true. When we are working for our customers, either simply answering their calls, or as a call center, dispatch center or virtual receptionist, the more information you give us the more effectively we can represent you to your customers.
Let me give you an example, an anxious client has called several times, needing to speak with your sales manager. They are beginning to sound upset and want to know when their call will be returned. It could have been a good idea to establish regular call back times so Central Comm. has the option to give a specific time frame within which a return call would normally be made. If we also have the cell phone number of the sales manager, we would have the option of texting him or her with an urgent message notification. It might mean the difference between a happy customer and one who goes somewhere else.
If you are a dispatch customer of ours, it is important that your service people communicate with our Central Comm. operators. If you are having us schedule appointments pretty close together, when an appointment takes longer, that is going to throw the entire schedule off. Customers often take time off from work to meet service people and they resent sitting there waiting for a service person to show up. It’s a good idea to call customers and let them know your service person is running a bit late.
Our people at Central Communications strive to always give the best possible customer service, and I assure you that we do our best to work around any issues that come up. But like I said at the beginning of this piece, information is key. The more we know, the better job we can do of taking care of and making YOUR customers happy!!