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small-business-owner-on-laptop

Improve Customer Service with a Call Answering Service

Last updated: September 10, 2021

Small business owners around the country face the same glaring problem: they don’t know how to improve their customer service. Why is this an issue? Because customers are the lifeline of your business, and no customers means no revenue. We understand how stressful owning a business is, we hear about it from our clients every day. They explain how their week’s usually start like this…

It’s Monday morning, just after 9 a.m., and, naturally, you’re a little cranky. The phone rings, you pick up the receiver, and the person on the other end is even crankier. It’s not the best start to the week, but perhaps you shouldn’t start your week like this at all. Imagine if someone else answered this call in the friendliest of friendly tones, resolved the issue, and then did the same thing every time a customer called you. 

Wouldn’t Monday morning be so much easier?

Business Owners Aren’t Supposed to Be Experts in Customer Service 

Small business owners aren’t always experts in customer service, but that’s not their job. Perhaps you own a law firm. Or a real estate firm. Or a construction company. You’re never rude to customers, but you don’t have the time or resources to handle calls professionally. That’s OK. You have a business to run.

Call management is a far more complex task than you think. Business owners lose precious time answering calls, with more than half of senior managers spending over three hours on the phone every day. That’s three hours you could dedicate to more important jobs.

Then there’s the whole phone “etiquette” that nobody tells you about when you start a business:

  • Customers want to feel valued during a call. 
  • Customers want a personalized service.
  • Customers expect you to answer the phone quickly, introduce yourself, speak clearly, use the correct language, and actively listen to their problems.

Answering Service for Small Business Phone Etiquette Rules

You didn’t learn any of this stuff in business school. 

How to Improve Customer Service with a Call Answering Service

I want to tell you about a solution to these problems. It’s called an answering service for small business, and it works like this:

  • A virtual receptionist handles all your calls from a remote location to help improve your customer service.
  • Your virtual receptionist remains professional, helpful, and friendly with every single call. 
  • Customers feel valued and get the personalized service they require.

The benefits of a virtual receptionist are endless. You improve customer service which holds many additional benefits, free up time and resources, and never have to answer the phone again if you don’t want to.

Benefits of Virtual Receptionist Diagram

What Customer Service Problems Do Call Answering Services Solve?

A virtual receptionist handles all the calls you don’t have time to answer:

  • General inquiries
  • Customer complaints
  • Appointments 
  • Follow-up calls

An answering service for small businesses can generate more revenue when a virtual receptionist takes sales orders over the phone or upsells and cross-sells products and services. You can convert more calls into lucrative sales opportunities. 

First Impressions Matter to Customer Service

First impressions matter in business, so sometimes it’s best to leave the customer service to a trained professional. As a small business owner, it’s your job to grow your organization, not spend hours on the phone. It’s time to hire someone else to do the hard work for you. I suggest investing in an answering service for small business like Abby Connect. Monday morning just got a lot easier.

Written by

Hope Holland

Hope Holland

Hope joined Abby Connect in 2016 as a receptionist. She now leads the Sales Team in their efforts to help small businesses with their communication needs. Hope has always valued the customer experience and understands how crucial it is for businesses that want to succeed. With this mission, she strives to help businesses connect with their clients and improve the experience their business offers.