One reason some customers might dread to pick up the phone and contact a company could be the fear of the drudgery and dullness that awaits them. No one wants to waste an hour or more of their life on an interaction that might require them to restate the same information over and over to an unenthusiastic representative – or worse yet, a pre-recorded voice. This is partly why a live answering service has such an advantage over other forms of customer service. Employees can infuse some much needed energy into a call to make it a more engaging and genuine experience.
Someone who can probably attest to the power of positivity in business is Richard Branson, internationally famous CEO of Virgin Group, who demonstrated several tips regarding good customer service in a piece for Forbes. Chief among them is the idea to choose customer service employees wisely based on their enthusiasm and capabilities.
The article also emphasized Virgin's value of elements that may go overlooked, like a sense of humor, which is a vital part of social interactions in the "real world" that can also make a concerned customer happier and more at ease. Branson would know something about this: he is, after all, the man who once produced a novelty single of "Baa Baa Black Sheep" back in the 1980s, using real sheep noises to do so.
But you don't have to be a flamboyant billionaire to satisfy your user base. All a business needs is some passion in its dealings. Employers of a phone answering service might be surprised at how much changes when they put a premium on upbeat staff who can make calls and chat sessions a breeze instead of a drag.