Whatever product or service your company may sell, it's important to create a coherent picture of what your business represents. Companies like Ben & Jerry's, Google and Abercrombie & Fitch all have their own culture and brand identity that they work to maintain. But past all the advertising and hearsay, there's one place where a customer can get a clear picture of what a company is all about: your phone answering service.
Branding is a buzzword in marketing, but it can apply to customer service too. Just look at Sree Hameed, an advisor for a software company who recently discussed the relationship between brand and customer experience in a contribution piece for Forbes. As he writes, keeping customers satisfied is simply a matter of fulfilling whatever promises the brand makes to them.
"Cleaning up and communicating the brand promise is an important job, but taking true ownership of the brand promise is about bridging the gap between customer expectations and the actual customer experience," he says, defining this as one of the three "key lessons" he learned.
Although these insights are given in regards to the marketing side of a business, they can be just as relevant to the answering service structures a company has in place.
A phone answering service can be an integral part of the company they're hired to assist by staying in line with their views and "brand promises." Employers can keep this in mind by hiring experienced professionals capable of adapting and successfully communicating a given brand's message.