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Phone Answering CambridgeAt PA Answer, we’ve always been proud to receive more than our fair share of referral business, thanks to our dedication to the customer service we provide to every client we work with. But now we’ve managed to go one step further…

Our fabulous team of PA Answer PAs answer every call in such a friendly, engaging, and efficient manner, that we regularly gain new business enquiries from people we speak to on behalf of our clients. It’s a whole new type of referral business!

That’s why it matters to us, but why does it matter to you?

A phone call often provides the first point of access to a customer. The manner in which you answer those calls is your first opportunity to create a positive experience, and take the first step to ensuring great customer service.

So what? Take a read through some customer service related statistics

  • Price is not the main reason for customer churn, it is actually due to the overall poor quality of customer serviceAccenture global customer satisfaction report 2008.
  • A customer is four times more likely to defect to a competitor if the problem is service-related than price- or product-relatedBain & Company.
  • 96{ade0abccca9b63c164c46d38b81448d417f49c504e67e4d91b85d1bb7f6a8972} of unhappy customers don’t complain, however 91{ade0abccca9b63c164c46d38b81448d417f49c504e67e4d91b85d1bb7f6a8972} of those will simply leave and never come back1Financial Training services.
  • 70{ade0abccca9b63c164c46d38b81448d417f49c504e67e4d91b85d1bb7f6a8972} of buying experiences are based on how the customer feels they are being treatedMcKinsey.

 

Establish a professional and helpful reputation – going the extra mile is often the yardstick for defining good customer service. If the people answering your phones are helpful and resourceful to callers, it will help establish a reputation that your business is good to work with.

Create confidence in your company or brand – confidence breeds confidence. Your employees must display an air of confidence to give the caller confidence in your business.

Maximise every enquiry – Moving from an answer machine to a friendly, professional call answering service is like going from nought to 60 instantaneously – it can make all the difference between gaining a new customer and presenting a new customer to a grateful competitor.

Check out our guide from our friendly, professional PA Answer PAs on how to create the right impression when answering your phones.

Or you could get PA Answer to do it for you. Call us today on 0333 800 0085 to find out how we can make a positive impact on your business.

Based in the Cambridge area, PA Answer offers professional telephone answering to Cambridge and nationwide.