The knowledge needed to be an effective customer service representative varies greatly depending on what industry your company specializes in. However, being a successful rep doesn’t just depend on intelligence. When it comes to providing the best service possible, there are three things all customer service representatives should keep in mind, regardless of their company’s industry…
Callers need to feel like you’re on their team
When customer complaints, problems, or inquiries come rolling in it can be easy for customer service reps to feel ganged up on. At times, it’s difficult to refrain from having a defensive attitude towards customers, especially when they feel you’re to blame for their issues. Representatives need to understand that any misdirected anger or frustration customers are conveying are not personal, and that callers are expecting you to help regardless of their own behavior. No matter their behavior, all customers need to be treated as if they are in control, you have their backs, and you are ready to resolve any issues they’re facing.
You control first impressions
Whether it’s potential customers calling for more information, or existing customers reaching out via phone for the first time, customer service reps are often the first voice a person hears from your company. As such, it’s important to remember that the company’s reputation is in your hands every time you pick up the phone. No matter how unimportant a single call may seem to you, it has the potential to be integral to how the caller on the other line views the business as a whole. A helpful, caring representative conveys a helpful, caring business method and culture.
Projecting happiness is key
When times are tough and someone is calling with a problem, it’s not enough to be as helpful as possible - you also need to be as positive as possible while sorting out the issue. Efficient problem-solving and extensive knowledge of your industry means nothing if it comes with a bad attitude. Callers may be having the worst day of their lives and although a cheerful voice alone won’t solve their issues, it may calm them enough to make things a bit easier. You need to be a positive presence during potentially the least positive of circumstances.
With exceptional, experienced customer service representatives from all over the country, Insta Answer offers only the best for your business. By pulling from the best talent available, Insta provides highly effective phone reps that will be by your customers’ sides with a smile in their voice and the training to instill a positive impression on first time callers. Give us a call to see how we can handle your calls.
Adequate property maintenance is absolutely essential for property management companies year round, but as seasons change, so do the needs of your tenants. To accommodate, among the long list of other responsibilities you need to attend to, there is a laundry list of new priorities cycling through as the year progresses. We’ve compiled a list of summer maintenance projects you should prepare for…
If your apartment complex has a pool for resident use, make sure it is cleaned before opening and continues to be cleaned frequently. Ensure that safety signs are visible and replaced if damaged or worn. Update or inspect locks and gates to protect children from wandering into the pool area.
Trim bushes and trees, remove dead plants, and make additional landscape fixes to eliminate fire hazards. Ensure that grills are an adequate distance from buildings. Provide proper and accessible fire extinguishers on-site.
Enlish a professional or team of professionals to check all HVAC units in each apartment, clean coils, adjust dampers, and look for any other potential problems.
Update or prepare your land’s sprinkler system to save on water usage. Program all sprinklers to optimal summer settings according to your area’s climate.
More and more renters will venture outdoors recreationally, so ensure that all outdoor fixtures and furniture are clean and working properly.
Send reminders to your renters about quiet hour rules, guest parking rules, amenity closing hours, and all other new or re-opening amenities or policies.
Completing a comprehensive checklist of summer projects can help ensure the safety of your residents and the quality of your properties. We know it’s a lot to handle, especially when combined with your other responsibilities, so we’re here to help. Call Insta Answer today and take advantage of our 24/7 virtual answering services.
If you're working on improving your elevator company, it can be really helpful to understand what issues are most important to your customers. There are a few factors that customers value the most when determining which company is right for them. Read on to find out what they are and determine how your business measures up.
1. Referrals and Good Reviews
The first thing a potential customer will do after learning about your business is Google you to check and see if there are reviews of your services and what they say. Word of mouth referrals is also effective. Clients want to see a demonstrated history of excellence.
2. Flexible Pricing
Everyone wants to get the best deal, and offering flexible pricing is always appreciated. Providing longer contract terms at a reduced cost is an appealing benefit that can make your business stand out.
3. Clear and Comprehensive Contracts
It's important to have contracts that clearly state all terms of the agreement, so there's no confusion about what the customer is getting. Everyone wants to be sure they can depend on a reliable service, which includes any necessary repairs being made in a timely manner.
4. Proprietary vs. Non-proprietary Parts
Non-proprietary parts allow for more flexibility when repairs or replacements are required. Customers will want to determine which type of parts your business uses and how much they will cost to replace.
5. Compatible Systems
With the different elevator types that are available, potential clients need to be sure your company has the capabilities and experience needed to install or service the type of system that they have. It's smart to make this kind of information easy for your customers to find.
In addition to these elements, customers also value being able to easily get in contact with you. If it's difficult for them to hear back from you when they're researching elevator service providers, they will know they can't trust you in times of emergency. Make the best impression by having Insta Answer handle your calls. Contact us today to get started.