Just because a customer needs to make more than one call into a company’s live answering service doesn’t mean that there’s something wrong. Some problems will simply require multiple interactions to be resolved, which means that a call center maintained by a business should be ready to field returning customers and give them the special recognition they require. While every call should be handled with respect and courtesy, those who call again should definitely feel like they have an existing relationship with a company and that their call counts for something.
An article featured recently on The Consumerist speaks to this point by advising frustrated customers to use this tactic simply as a means to find someone different at an answering service who will be more helpful than their current representative, but companies can take this as a guide to improving the relationships that they form. Customers should respond more than once because of the necessity of their concern, not because they feel they have to in order to get a straight answer.
Fortunately, a qualified phone answering service will be able to incorporate this kind of personality into their regular routine with ease. Managing a high-volume customer service center that is able to quickly recall important factors about specific customers can be difficult, but it becomes increasingly essential as a company expands. Perhaps certain consumers will simply “click” better with a different representative, but call centers as a whole can learn to anticipate the different ways to deal with a customer calls again, whether it takes two or more times to make everything right.
