Spring is here! That means it’s the perfect time to do some much needed cleaning, both personally and professionally. No matter what industry your business is in, reviewing and revising your services and departments is always beneficial. One such department is customer service. Customer service plays a big role in influencing your potential customers’ first impression of your business, so it’s important to improve upon it as much and as often as needed. Here are 5 ways you can clean up your customer service this spring:
Build an experienced team
To keep your callers happy and patient on the phone, make sure your team of customer service representatives are experienced reps who know the industry and business by heart. The team should be intelligent, efficient, and communicative with both the customer as well as other representatives your caller may be transferred to if needed. The last thing customers want is having to retell their comments over and over again.
Get up-to-date on the latest protocols
To get any issue resolved, or to convey the proper information, your customer service team needs to be in sync with your company’s latest procedures and offerings. Keeping your reps trained on how the company runs ensures that they not only communicate properly with customers, but also that those customers aren’t caught off guard or blindsided due to out-of-date information your staff could have passed on.
Avoid robotic recordings
The digital age is great for a lot of things, but phone calls just isn’t one of them when you’re calling a business. To make the process as painless as can be, make sure your callers are able to speak to a live person, not just a prerecorded message. That personal touch will not only make processes run smoother, but will also let your customers see that they are a valued priority to you.
Hire friendly personnel
Going hand-in-hand with the personal touch of reaching a live person is treating your callers with respect and kindness. An unwelcoming service agent leads to an unhappy customer or even a loss of customers. Keep them calm with a team that shows how much they care about each call.
Get rid of wait times
Putting customers on hold is one of the biggest pitfalls of service teams, and requiring callers to leave a message and await a response from you is even worse. The two main solutions to this problem are simple, yet potentially unrealistic when it comes to in-house customer service. Firstly, make sure you have plenty of agency ready to answer calls, so nobody has to wait in line. Secondly, make sure you offer help anytime of day for after-hour calls and emergencies.
It’s a big to-do list for sure but it’s all necessary for boosting your reputation, thus aiding in the success of your company. You don’t have to do it all alone, though! Partnering with a virtual answering service with hundreds of trained representatives that provide 24/7/365 support for your customers, so you can get back to the business side of things. Get started today.
There’s no doubt that the COVID-19 pandemic has changed nearly every industry since it began last spring. After a year of changes, precaution, coping, and strategizing, business is definitely not as usual for anyone or anything. The elevator industry is no exception.
There’s a need for social distancing in any space. With elevators, however, that’s simply out of the question. Getting into a nearly air-tight little box with a couple or more strangers doesn’t leave room for distancing. As much as people may choose to avoid elevators for fear of spreading or receiving the virus, many people don’t have that option whether due to living in a high rise, limited mobility, or any other reason. Those of us who can’t abide by the social distancing guidelines are keeping the elevator business afloat, with a few adjustments.
As we now know, the virus can travel in aerosols and droplets from an infected person’s mouth or nose, so a busy elevator ride can greatly increase your risk of getting it if you’re sharing the ride with someone that’s been infected. To minimize the spread and your risk of getting sick, here are a few simple recommendations for using an elevator safely during the pandemic.
• Wear a mask
When worn correctly, masks prevent the virus from reaching others.
• Sanitize your hands before and after the ride
Sanitizing can kill traces of the virus you may have come in contact with.
• Touch as few surfaces as possible
The fewer surfaces your hand comes into contact with, the fewer germs you’ll pick up.
• Stay silent
Talking, laughing, singing, or otherwise will spread the virus in the air.
• Don’t stand face-to-face with other passengers
Limit the risk of transmissions through exhaling or coughing by facing away from others.
Passengers aren’t the only ones playing a part in the evolution of elevators. Many elevator companies and manufacturers have introduced new restrictions and technologies to help control the spread too. The pandemic has brought forth a need to make elevators even safer for passengers’ safety and health. Here are a few ways things have changed:
• Lower elevator occupancy limits
The fewer passengers in one area at a time, the fewer people the virus is passed on to.
• Programming elevators to stop at every floor
This minimizes passengers’ need to touch surfaces of the elevator like buttons.
• Touch-free options like apps
This will allow passengers to avoid buttons altogether, reducing the germs transmitted.
Voice control is an accessibility feature that limits surfaces people need to touch.
It may seem like a lot of work (for riders and elevator companies alike), but these restrictions and guidelines have been proven to reduce the spread of COVID-19, as well as put people’s minds at ease next time they step in an elevator cab. It’s likely that not every passenger will either agree with these policies or maybe fully understand the processes at work, so your elevator company should already be seeing, or expect to see soon, an influx of customer service calls regarding the changing elevator industry.
With all the changes, you’ve got enough to worry about. Insta Answer can lighten the load as little or as much as your company needs with our 24/7 virtual answering service. Call today!
To property managers, the change of the seasons brings about more issues than just spring cleaning. For most, it means the beginning of a long line of new complaints and requests from their tenants. This shift in priorities can leave even the most equipped of property owners feeling overwhelmed. So to help with this transition, we’ve compiled a list of the three most common calls and complaints you should get prepared to answer to in the next few weeks and months:
Winter snow can have a lasting impact on a property if it manages to make its way inside. Roof and siding leaks can lead to issues like soggy drywall, warped floors, water spots on ceilings, compromised electrical fixtures, and mold. When you get calls like this from tenants, it’s vital to resolve these issues as soon as possible, because it not only affects the renters’ quality of life, but also their health.
As the weather gets warmer, it’s likely that most of your tenants will be making the switch from heating to air conditioning very soon. With this comes inevitable issues with the air conditioning units for some. Whether the resident’s unit is functioning poorly, leaking, not filtering properly, or not working altogether, as the building’s manager, you are expected to deal with this before the heat becomes too hot to bear.
During the winter, insects take shelter in the walls, and often stick around and become even more active come spring. So expect some grossed out tenants calling about this kind of issue. Be on the lookout for termites, cockroaches, ants, rodents, and other pests, and be ready for complaints about them to come through, no matter how fortified your building seems.
With all of these issues, there are multiple channels involved to resolve each situation from general repairmen to HVAC specialists to exterminators. Keeping track of who's calling, who to call, and how to handle each issue becomes exhausting quickly, and can leave you playing catch-up. Luckily for you, Insta Answer’s virtual receptionists are trained to know exactly how to navigate calls such as these and give your tenants the best service possible. We’re equipped to handle calls 24/7/365 for any issue, question, or comment your residents may have. Skip the hassle and call Insta Answer today!