Customers are delicate creatures. They want you to treat them like they are the most important individual your business has ever encountered. For this reason, they do not take kindly to being ignored. We tell you all the time that if you use our services, missed calls will be a thing of the past. However, […]
Customers are delicate creatures. They want you to treat them like they are the most important individual your business has ever encountered.
For this reason, they do not take kindly to being ignored. We tell you all the time that if you use our services, missed calls will be a thing of the past.
However, nothing on this earth is perfect. And even with our tools at your disposal, something might definitely go wrong.
You are going to miss an important business call from a short-tempered customer. So what should you do next? Is it enough to simply shrug your shoulders and then hope that you will do better next time?
Definitely not; here are some tips that could help you react and respond appropriately to missed calls:
- First and foremost, make sure your system records and stores every single call you receive. Before you can respond to a missed call, you have to first realise that you missed a call.
If you have our VoIP phone system in place, take a moment to check. So many business owners have no idea that the phone systems in their offices log missed calls. As such, it is very easy for them to delete and, thus, lose such data.
Make sure you have protocols in place that determine how your company’s call logs are handled.
- If you miss a business call, do not assume that the client will call back. Take the initiative and reach out to the customer. This is the only way to assure them that they matter.
If you lead a large team, do not simply presume that one of your subordinates will perform this task. In truth, for a lot of employees, the task of calling clients whose calls they missed is an inconvenience.
Either they can’t be bothered to do so or they think that the task is the responsibility of someone else. So you need to be proactive. You can either call the customer back yourself or you can assign a particular person to do it.
Make sure that such communication roles are clear. We can give you all the equipment you need to log your missed calls but we can’t force your employees to act appropriately.
- Make sure your phone system has an automated message that assures clients that you will get back to them shortly whenever they fail to reach you. When you actually reach out to the client, be tactful.
Apologise for any inconvenience you caused them and let them know that the missed call was not intentional. Be as welcoming as possible. Let your voice and the words you use convey your humble regret.
Do not use email or even text messages to reach out to a client whose call you missed. If they had the determination to call you, make the same effort.
And again, you are discouraged from presuming that missed calls do not matter. If a client whose call you failed to pick decides that they were neglected by your customer support staff, they could publish the sort of negative review that absolutely tarnishes your brand.
You can’t eliminate missed calls altogether but you can prepare for them. You can also endeavour to respond appropriately.
For further enquiry, please call us today for free on 0800 357 678 to speak with one of our agents.