Monthly Archives: May 2013


Winning business by telephone shared by CSnotepad virtual receptionists of Brighton & Hove, Sussex

Wednesday, May 22nd, 2013

Interested in using our virtual receptionist service? Click here.

The telephone quite simply is the essential business tool. At the touch of a finger, it can give you immediate access to any one of a billion other telephone users such as customers, clients, suppliers and business partners anywhere on the globe. Despite the vast power that’s quite literally waiting at our fingertips, few of us fully exploit the potential of the phone.

Many are still feeling the pinch from the recession; seeing orders slow down and cutting back on spending. However others are taking advantage of opportunities and they are arising ahead of their competitors. Taking a more creative approach in tough times allows people to survive and grow stronger. Identifying those opportunities means staying in touch with customers, talking to them, finding out what’s happening with them and reminding them that you are interested. Talking to your customers will get you more business.

Talking to customers means getting on the phones, making calls and being around to listen when they call you. However dealing with people on the telephone requires a different set of interpersonal skills than if talking face-to-face. If compensations and allowances are not made, the caller can be made to feel unwanted and a nuisance. The key to winning business by telephone is to harness the powers of telephone behaviour.

Building rapport with customers is essential. Rapport works on the natural and automatic principle that people feel comfortable with others that they judge are like themselves. This usually happens at an unconscious level. When we are with people with whom we feel comfortable we often find ourselves naturally and automatically imitating some aspects of the way that they behave or speak.

Over the telephone the senses become so concentrated around the voice and the chosen words that rapid, unconscious judgements are made about the other person based on how they speak. Effective sales professionals will often deliberately match the way that their customers speak in some way, increasing the feeling of comfort, or trust. The matching does not have to be exact; any shift, which brings you closer to them, will help to subliminally convey “I am like you”.

Building rapport is important for keeping customers engaged with you and your business. It is crucial to be friendly and professional and to transmit to the customer a feeling of interest and attentiveness. However it is also crucial that you control the conversation and guide the direction of each call. There is always specific information that you will need to obtain and it is often necessary to report and record this with great speed and efficiency, especially during busy times. You want to make sure that you get the message, whilst offering help and useful information, but must also always be aware of your timescale as you do not want to miss the next all important customer call.

This may all seem like a lot to take in. Who would have thought that there was so much to think about when making and taking telephone calls! But when it comes to winning business, telephone behaviour is the difference between succeeding and failing to capture a customer. Large companies will often pump huge amounts of money into training courses designed to develop the telephone skills their staff will need to engage clients and gain sales commitments. Developing telephone conduct also involves handling customer complaints appropriately and managing their expectations as well as dealing with cold callers with confidence.

Now if you are a business owner who is reading this and thinking that your strengths lie elsewhere, you should consider following the growing trend of companies that choose to outsource some of their telephone business. As this article shows there is a lot to think about when conducting business over the telephone. Therefore it makes perfect sense to outsource calls to a company whose primary business is providing call management solutions. CSnotepad virtual receptionists of Brighton & Hove, Sussex are highly skilled telephone agents who can help win you business by harnessing these powers of telephone behaviour and ensuring that someone highly trained in telephone protocol is always on hand to answer customer calls.

Interested in using our virtual receptionist service? Click here.

CSnotepad virtual receptionists of Brighton & Hove, Sussex share: If you have not got an assistant, you are one!

Tuesday, May 7th, 2013

Interested in using our virtual receptionist service? Click here.

At CSnotepad virtual receptionists we are proud members of the Entrepreneur’s Circle, an organisation for business owners who are serious about becoming super successful. One of the benefits of membership is access to The Vault, which includes NB TV. Nigel Botterill shares a video or ‘bite-sized bit’ weekly that provides useful information and tips on how to drive business growth. We would like to share the content of Episode 111 with you entitled; ‘Free up your time and drive more revenue’.
 
“If you haven’t got an assistant you are one!” is the point Nigel explosively opens with.
 
He emphasises that business owners need think about this properly, in the right way and not immediately jump to the conclusion that they cannot afford one.
 
Nigel states “As business owners there are some things that we are best at and really only we can do, and it is our responsibility to spend as much of our time and energy as possible doing the things that we are best at and only we can do. If we find ourselves getting sucked into doing other stuff that frankly other people can do really well, and often better than we can e.g. answering the phone, you are taking time out of your very busy day doing things that are simply getting in the way.”

He continues to say that business owners are often busy doing the wrong things, things that will not make the most difference to their business. He stresses that freeing up your time does not mean you have to hire someone on an £18,000 salary! “You can go out and get yourself a Virtual Assistant. There are some fantastic people who are very capable of providing a service to you as and when you need it. They can do all these things that you should not be doing, not if you want to be super successful!”

 
He highlights that business owners often complain that there is not enough time to do everything that needs to be done. “The first way you find the time is to stop doing the things that you should not be doing in the first place!”
 
He then emphasises that “You need to get some help and then use that time to do the right stuff! Commit to freeing up a big chunk of time by getting a Virtual Assistant. Use the driver of paying for a Virtual Assistant to generate enough revenue to cover the cost. For example development of new marketing, new products, new offers, getting stuff out there, writing new email campaigns, the things that you should be doing. Use the time to generate the revenue to cover the cost!” He advises that this is the right way to think about things, and how super-successful business owners will think about it.
 
To finish with his final words “if you haven’t got an assistant you are one and you will never achieve your potential!”

Interested in using our virtual receptionist service? Click here.

So what actually is a CSnotepad virtual receptionist of Brighton & Hove, Sussex (part two, where are we and who do we work for)?

Friday, May 3rd, 2013

Interested in using our virtual receptionist service? Click here.

As virtual receptionists we essentially fulfil all the roles that an on-site receptionist would. Although not based at our client’s primary location as a typical receptionist would be, based in Brighton & Hove, Sussex we can still take messages, make calls, answer customer questions, take orders, update diaries, etc. We never reveal that we are based in a remote location to maintain the illusion to callers that we are sitting at the front desk of that company.

There are actually many advantages of outsourcing a receptionist, for example it is more cost effective and improves customer service by extending hours of availability. We take business to business calls, customer calls and also filter out all of those unwanted cold and sale callers. Hiring a virtual receptionist is the perfect call management solution for small businesses and those who work from home and can help give the impression to clients that your company is a lot larger than it really is. Large companies can equally benefit by increasing productivity and cutting back overheads.

When a new company joins us they simply need to tell their dedicated account manager their virtual receptionist requirements and we will tailor a service that completely reflects the needs of that individual company. Our receptionists are highly skilled telephone agents and are dedicated to learning the specifics of each new company that joins us. Our client base varies hugely and spans all business sectors. For example a selection of what we currently cover are:

• Accountants
• Business/Management Consultants
• Building and Maintenance Services
• Car Specialists/ Garages/ Breaker yards
• Charities
• Cleaning Companies
• Doctor Surgeries/Medical Specialists
• Estate/ Lettings Agencies
• Events Management – Lighting/Sound/Staging/Performers
• Food and Catering
• Furniture/Carpentry Services
• Gas/ Electric/Plumbing Services
• Graphic/Web Designers
• Hair and Beauty
• Health and Fitness
• Insurance and Mortgage providers
• IT Specialists
• Mobile/Telecommunications
• PR and Marketing Agencies
• Recruitment Agencies
• Retail
• Security Specialists
• Solicitor’s Offices
• Training Providers
• Travel/Tourism/Tour Operators

We cover many others as well and provide an individual service to each one. That is the pure brilliance of our job; we get to speak to a huge variety of people and get insight into business activity across all sectors. The complexity of the information you want to be recorded and intricacy of the facts we learn about your company is entirely up to you. We always learn the basic nature of the business and the service provided as well as staff names, location, opening hours, directions, contact information and website details.

The sophistication of the information provided and the discretion with which we give this out to callers is again entirely up to you. Many of our clients simply want us to take a name, number and short message detailing the nature of the call. Many others choose a service that includes order taking, which obviously involves our receptionists learning about the products and services in a more holistic sense. With other clients we have access to their databases and thus can update their customer records and add to their diaries’ accordingly. We also offer a call forwarding service and can make outbound calls at your request. Therefore, whatever the nature of your business and however much you need us to cover, we can fulfil all of your virtual receptionist requirements.

Interested in using our virtual receptionist service? Click here.

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Call 01273 741400 or email info@csnotepad.co.uk
Opening Hours *Telephone answering is available for customers 24/7
  • Monday 8:30am - 6:00pm
  • Tuesday 8:30am - 6:00pm
  • Wednesday 8:30am - 6:00pm
  • Thursday 8:30am - 6:00pm
  • Friday 8:30am - 6:00pm
  • Saturday 9:00am - 3:00pm
  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD