No matter how good a business' product or service may be, it is oftentimes inevitable that customer service staff members will encounter a disgruntled consumer who is dissatisfied with the experience he or she spent hard-earned money on.
And when a customer is unhappy with a business and does not find a satisfactory resolution, he or she may flock to the message boards disparaging a particular company and potentially turning off other consumers, regardless of the validity of a complaint.
While an internal sales staff may be effective in putting out these kinds of fires, an excellent and cost-effective alternative is outsourcing these tasks to a third-party answering service. First off, most notably for small businesses without significant resource pools, it is likely that an in-house service staff only works Monday through Friday during the traditional nine-to-five business hours.
Consequently, should angry customers try to reach these individuals outside that time frame, their frustration may grow exponentially, leading them to engage in behavior that could prove debilitating to the company's reputation and public perception.
However, with an answering service, representatives experienced in troubleshooting customer displeasure are available around the clock and can effectively field 100 percent of incoming inquiries. Moreover, these professionals are not only available over the phone, but also via text message, instant message and other digital channels so that regardless of how an angry customer tries to contact a client, an answering service can provide a prompt, polite and appropriate response.
Therefore, because an answering service is able to address problems immediately through whatever channel is most convenient for the customer, patrons will likely recognize that the company is plugged into their needs and feel the issue is diffused, mitigating the likelihood of bad mouthing the enterprise to others.
And because an answering service only charges for the time actually spent fielding consumer inquiries, it is a most viable alternative to a full-time staff requiring both salaries and benefits packages.