0 comments | Posted by: Gerry McColl on February 23, 2016 | Categories:
At AnswerConnect we firmly believe that creating a personal connection with customers is vital to successful businesses.
Most of that connection depends on the use of a warm, friendly tone; the building of rapport and the ability to be on the same level as your customer. A cold tone or a negative phrase can leave a customer frustrated and annoyed and can escalate a situation way beyond the level it should have reached.
Here are a few phrases we think should be avoided at all times:
1) I am only…. At Answerconnect we quickly realised that if our associates tell customers they are “only” the answering service or receptionist, the caller may think the person doesn’t want to take any responsibility or doesn’t care. It also diminishes a very important role in any business organisation.
So instead, let’s concentrate on what you can do, not what you can’t,. Example – “What I can do is take your details and a message and have Mr. Smith call you back as soon as he is available. Would that be helpful?”
2) I don’t know ….Not the answer a customer really wants to hear. They will become frustrated or just hang up when they know their question is absolutely not going to be answered.
Try saying “ Good question, let me find out for you.” Your customer will know that you are interested in them and making sure their question is answered.
3) Please hold …..Ok, so this might not seem like a biggie ! It is better than “Just a minute please,” then disappearing into the ether for whatever reason, but you are still demanding that a customer holds.
Try asking instead, “Would you mind holding for a moment until….” then explain why you are asking them to hold. If your customer knows why they are being asked to hold , they are much more willing to accept this.
4) You’ll have to ……Now that phrase can come across as a very demanding thing to say to your customer. The don’t really like being told what to do.
So, rather than tell them what to do, suggest something by saying, “ The best thing to do is …..” That way you are giving advice and guiding them to the right thing to do. In my experience, customers feel far more valued that way.
So, a few subtle changes in how you talk to your customers makes a massive difference.
At AnswerConnect, we train our associates to these standards so that your callers will always have the most positive experience possible when contacting your company
Call AnswerConnect at 0800 802 1609 or register here today to ensure your clients are greeted by capable, responsive professionals 24/7/365.
Redrafted by Gerry McColl
0 comments | Posted by: Ben Allen on December 15, 2015 | Categories:
Figures suggest that over 85% of people working today have had to endure the often arduous commute to the office. An average of 204 hours a year; 18 months of our lives are spent commuting to and from work. And, according to experts, it’s not only our time that is affected but also our health. Studies suggest that a higher risk of depression and anxiety, increased cholesterol, blood pressure and blood sugar levels can all be linked with those people who embark on extended commutes daily. These, combined with less sleep, physical pains and, thus, a general decline in all-round life satisfaction, make remote working a clear model for the future – and one that has it’s roots in our past. Communities in years gone by were built on being able to walk to work. Nowadays that is less and less viable but with the advancement of technology we have a new way to have that work/life balance that is so desired.
Why then, I ask, are so many of us are continuing to engage in this antiquated model when there is a more efficient, healthier and cost-effective way of doing things? Unfortunately it is just the norm. Only 13% of office workers currently have the ‘luxury’ of being able to work from home. But why? Have a look at what you do in your office today – could that not be done from your home? With today’s technology the answer would most likely be ‘yes’.
As well as our own specifically designed technology there are numerous media services out there that can connect staff face-to-face, encourage online collaboration and track work progress.
From our point of view and having read studies into remote working – staff that work from home are actually more productive, take fewer sick days and enjoy a quieter working environment than their commuting colleagues. This combined with the benefit to the company itself in not having to have a large head office, the reduced cost in employee lateness, absenteeism, and staff turnover makes for an all-round better model.
On a personal note, you may wonder why I would choose to work from home? Having worked from home for the last 3 months I have seen all the benefits that it has to offer. No commute, greater flexibility and more time to do the actual work whilst wasting less time with all distractions that go along with working within a social, office environment. I have more time before and after work to do the things I love with the people I love and I save money on lunches and travel expenses. Through Skype and G-chat, for example, as well as our own, self-developed software I am still able to form social and lasting bonds with my colleagues wherever they are.
So lets get down to figures. According to The Telegraph, workers spend £2500 on lunch each year. The cost in time alone for the 25.9 million non-home workers in the UK is astronomical. These workers are cumulatively missing out on £148 billion a year in the unpaid commuting time that it takes to get into the office. Now add the cost of that travel. The average salary for an Office Administrator is £16,587 per year. We pay on average one sixth of our pay for travel alone. That’s another £2764.50 per year. A potential £5000 that you could save by working from home. Now tell me it is not worth the money invested in remote working.
The Bigger Picture
It is not only employers and employees that benefit from remote working, the environment also benefits greatly. In the political arena today, one of the top priorities of all the major powers of the world is cutting carbon emissions and greenhouse gases. The cost not only on the environment, but also on mankind, has reached a stage where it is increasingly harder for mother nature to recover from the devastating effects.
We have started to take notice.The powers that be have realised that should we continue on the same path, the world as we know it will no longer exist. In 1960 the UK had a staggering 11.15 metric tons of carbon emissions. Through understanding and commitment, by the year 2010 we managed to reduce that to 7.86 tons. The carbon footprint of an office worker that has to drive 4 miles or more to work, take a bus journey of 7 miles or more, or have a train journey of 16 miles or more has a greater adverse effect on the carbon footprint than a home worker who uses utilities for the one room needed for up to 7 hours. That includes heating on for the full 7 hours 365 days (which we wouldn’t suggest!)
At the moment the number of office workers in the UK that are home based is low. If companies changed their mentality and adopted our remote working model it would mean less vehicles on the road, less congestion for the vital services and a cleaner healthier lifestyle.
Together We Can Make A Difference
All the factors that I have outlined promote the amazing work we do here at AnswerConnect. We strive for a better future for the people we employ, the clients we work with and the environment. Remote working has a positive impact on the work force as well as a company’s financial growth. It has the capacity to greatly reduce the carbon footprint on the environment and, as a company, we strive to stay mission focussed on these three key areas – People, Planet and Profit.
If you are an employer or employee and you had doubts about the concept of remote working , I hope I have made you think about the possibilities of how we can improve your business and have a happier more effective work force.
Call 0800 802 1069 or click here today to change the way you work for the better.
Written by Mark Mccallum