Picture this scenario. A person places a customer service call in order to inquire about a promotion he or she saw while milling around town. However, the customer is forced to wait for a period of time before being routed to an actual service representative. But, even after connecting with a person, the customer hears a bunch of papers being shifted, is put on hold, and ultimately does not receive the quality information being sought after.
Clearly this customer will perceive that company to be disorganized and unreliable based on that initial impression. And even if that company may have been able to meet the customer's needs effectively, that poor initial encounter may leave him or her permanently biased against the organization.
By contrast, picture this scenario. The same person calls a different company, and although a representative is easily reached, he or she is obnoxious and seems preoccupied with another task. No customer wants to be made to feel stupid or uncared for, and consequently, the person will likely come to perceive the company as arrogant and insensitive to the needs of its patrons and once again lead him or her towards a competitor.
The crux of these two failed scenarios is that in order to maintain optimal customer relationships, customer service staff members should take the middle ground in which every call, text or instant message is greeted quickly by a knowledgeable person who can convey in an unobtrusive manner that the person on the other side is their number one priority for the duration of the conversation.
And by far one of the most effective ways to achieve this middle ground is through an answering service. While an internal service staff may have other responsibilities associated with their job title, an answering service's sole priority is processing customer inquiries and orders with precision and efficiency. These professionals are dedicated to working with their clients to ensure that customers are addressed in the most effective way possible, generating that crucial positive first impression and additional conversions in the future.