Even chief Michel Roux Jr has commented on the bad customer service, “It's not just in restaurants, you get bad service anywhere, Even buying a newspaper you can find that you're not even acknowledged. There's no eye contact, no greeting or anything. Bad service is unforgivable and it's everywhere in the UK... "Just saying please and thank you, I was aghast that some of these kids found it very difficult even to utter those words... Finding staff who you can trust to really look after customers is a nightmare at the moment - especially if you're looking for someone a bit more trained and skilful, like a sommelier.”
Bad customer service has been rated as the number one reason not to repeat custom with a company. It seems that having a high quality customer service plan would benefit many customers to not only make new business opportunities, but also to have repeat business from current clients.
One way in which customer service could be improved is by outsourcing a telephone answering service, something which many businesses are discovering. Telephone answering services involve the caller being answered within just a few rings (hearing the ring tone is very frustrating for customers kept waiting) and answered by a friendly, helpful and professional receptionist on the other end of the line. The call can be redirected if that’s what you want, or a message can be taken. Most call centres are flexible in adapting the service to your exact company requirements, offering a top quality customer service system that keeps your customers happy – and your business ticking over nicely.
A telephone answering service is one key way to ensure good customer satisfaction, but there are other ways to keep customers free from stress. You might consider an online booking system, or an automatic booking system (a service also available through an outsourced call centre) so that customers can quickly place an order without needing to speak to anyone.
In a time when the recession has hit businesses hard, it is important to put customers first and ensure you gain as much business (and profit) as you can. With time and more business thought, we can try and turn the UK’s statistics around.
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Callcare are a leading national outsourced call centre, established in 1998, CallCare have over 10 years experience in telephone answering services as well as lone worker protection, disaster recover support and remote reception.