Do your customers know what the various tools employed by your business mean and how they work? Tokens, promotional discounts and other goodies can all be great ways to raise the brand, but they can also be cumbersome if the nature of these extras is not properly explained or understood.
For example, NBC recently reported on "airline miles" and some of the reality attached to them that casual customers might not realize. Specifically, the fact that these rewards do not accrue or get transferred in the case that the policy owner dies.
It's a rather morbid topic, but there may be a case when it comes up and is extremely important to a certain caller. With an unshakable live answering service, this shouldn't be an impediment. If it's this much of a concern, your business should take pains to make it clear, perhaps even unprompted.
Although it differs from company to company, the article quoted Jeff Berry, who recently penned a study on the subject.
"Companies just have not thought through what happens when membership ends," he said.
It's part of a school of thought that deserves another look: how can one ensure that their intangible possessions pass on to the right people?
Part of successfully managing any business is demystifying essential policies and empowering the customer to figure out what they need to do to handle their accounts on their own. This isn't especially difficult if the company in question has a customer service system that is familiar with these terms and can express them in an effortless way that doesn't feel like a script.