The Huffington Post recently featured a post from Christopher Elliot describing the story of a man who had been in an accident in a rental car. Despite following the standard procedure and the other person being at fault, the driver had to fight every step of the way to avoid paying for the damage himself. An attempt to contact the car company brought the frustrated customer to a center based in another country with staff members who were as in the dark as he was.
"Stories like this suggest some car rental companies go for the low-hanging fruit when it comes to damage claims," Elliot writes.
If your company hopes to stand out and gain a widespread following, it's imperative that your answering services and other arms of support maintain high standards. At the end of the day, it's in a company's best interest to keep their customer services fresh and communicative.
An outsourced call center may bring to mind situations like this for some consumers, but any company can work to break these misconceptions by implementing strong customer services that don't work against an organization's image. Part of this may include directly addressing your employees, as one recent Business2Community post suggests, and guaranteeing their satisfaction before turning to go after your customers.
Either way, the answering service your business uses can have a lot of weight to carry, which is why it's best for companies to select the caliber of services they themselves would be proud of. You never know where a dissatisfied customer will turn next—or who they'll talk to when they do.