Monthly Archives: November 2013


Do you think your customers think you care? Let CSnotepad call answering service of Brighton & Hove, Sussex make sure they do know you care!

Tuesday, November 26th, 2013

Interested in using our call answering service? Click here.

“Customer Care” in the eyes of most customers is a vastly misused (if not oxymoronic) phrase. Because every company talks about it… but so few actually deliver. This disconnection between what companies say they do and what they actually do is at the heart of the customer experience – both good and bad.

Customer experience is really all about meeting expectations, which means that if a company claims to care deeply about their customers’ individual needs… they actually need to prove it. In layman’s terms, this means that promises made must be kept. It is pretty easy to walk away from a company that doesn’t follow through on its service promises.

Across all industries, customers are more willing than ever to walk away. 80-90% of your consumer customers will leave after a single poor customer experience. And research from 1st Financial Training suggests that, for banks, for example, 96% of those who do leave do so without voicing their complaint. Oh, and they’ll share their dissatisfaction with up to 15 other people.

The point is that no business is immune, regardless of industry or how well you’ve done in the past. Companies that want to keep their customers need to prove they’re actually committed to delivering on their promises to their customers. If you don’t, they’ll simply walk away – and leave you wondering what went wrong.

An important aspect of customer care is being available to answer customer telephone queries. Having a friendly and helpful voice at the end of the telephone is an often overlooked service, despite being crucial to good customer service, not to mention actually making a sale. However many business owners and even other employees often do not have the time to fulfil this important function themselves. In fact it can be a huge waste of their time in regards to long term company growth.

Show your customers that you do care, by putting mechanisms in place that ensure they always get to speak to a real person. Hiring a virtual receptionist from our Brighton & Hove, Sussex based office will ensure you meet your customer‘s expectations by bridging any gaps in your communications. For example, when you have a customer helpline advertised on your website but customers continually find it unanswered or switched to voicemail, this is bad customer care and is likely to lose sales. A virtual receptionist at CSnotepad will provide friendly and professional call answering solutions for all of your business calls, and prove to your customers that you do care. Never miss a call again by contacting us today!

Interested in using our call answering service? Click here.

Stop wasting your time and learn to delegate to CSnotepad virtual receptionists of Brighton & Hove, Sussex!

Thursday, November 21st, 2013

Interested in using our virtual receptionist service? Click here.

When you’re an entrepreneur, your business is like your baby. Delegating or outsourcing tasks can sometimes be difficult because no one can do things as well as you. Right?

Wrong, says Jordan Cohen, a productivity expert at PA Consulting Group. In a study for Harvard Business Review, Cohen and Julian Birkinshaw interviewed executives at 39 companies in the United States and Europe and found that 41% of their day was filled with activities that could be competently handled by others.

`”We’ve been socialised with the idea that completing a task is an accomplishment,” says Cohen. “But in today’s business world, an entrepreneur’s time can be better served by doing the tasks that matter most to the success of their business and delegating the rest.”

For example, call answering is vital for business success, but can be very time consuming, and so is a perfect area that can be easily delegated out. However finding the right people and trusting them with your company can feel risky. If you are going to outsource a service or support function, it must absolutely allow you to improve that function.

At CSnotepad of Brighton & Hove, Sussex, we are dedicated to excellent customer service. Therefore outsourcing telephone answering to our virtual receptionists is a perfect way to improve on a business function, whilst effectively delegating your tasks so you have more time to expand.

We work hand in hand with our client companies to build a relationship where you still feel in control and which can continually be built on for lasting success. Do not think of your virtual receptionists as a nameless and faceless entity but rather as an extension of your workforce based in a remote location. It is like having someone you know and trust on the end of your business line. Our virtual receptionists are capable and professional and will guarantee an excellent and friendly service for all of your customers.

So stop wasting your time on the phone, and delegate your calls to a personalised virtual receptionist service! You can get everything done, by doing less!

Interested in using our virtual receptionist service? Click here.

5 key ways to build customer relationships shared by CSnotepad telephone answering service of Brighton & Hove, Sussex

Tuesday, November 12th, 2013

Interested in using our telephone answering service? Click here.

One of the most important things you need to promote your business is relationships. If real estate is all about location, location, location, then small business is all about relationships, relationships, relationships. Find them, nurture them, and watch your sales soar.

So how do customer relationships drive your business? It’s all about finding people who believe in your products or services. Develop relationships with people who don’t just understand your particular expertise, product or service, but who are excited and buzzing about what you do. You stay connected with them and give them value, and they’ll touch other people who can benefit your business.

You need a plan to make those connections grow and work for you. Here are five essential tactics:

1. Build your network, it’s your sales lifeline. Contacts are potential customers waiting for you to connect with their needs. How do you turn networks of contacts into customers? Communicate like your business’s life depends on it! Networking is a long-term investment!

2. Communication is a contact sport, so do it early and often. Relationships have a short shelf life. Make the connection immediately. Reinforce who you are, what you do and the connection you’ve made. It’s easier to keep a connection warm than to warm it up again once the trail goes cold.

3. E-mail marketing keeps relationships strong on a shoestring budget. Build your reputation as an expert by giving away some free insight. You have interesting things to say!

4. Reward loyal customers, and they’ll reward you. Your most profitable customers are repeat customers. Make sure you are doing enough to encourage them to work with you again. Stay in touch, and give them something of value in exchange for their time, attention and business.

5. Loyal customers are your best salespeople. So spend the time to build your network and do the follow-up. The only way they can say, “Wow, I met somebody who’s really good at XYZ. You should give her a call,” is if they remember you. Then your customers become your sales force.

Maintaining constant communication can be extremely time consuming but is obviously extremely important for business success. A telephone answering service can help to nurture these relationships on the other side i.e. when your clients or potential customers call up with an enquiry. This can take a load off your busy schedule and also ensures that your customers feel respected in the relationship by always getting to speak to a real person and not just an answering machine.

Hiring a telephone answering service ensures that communications are efficiently managed, and that no sales or business opportunities ever fall between the cracks due to poor administration. The virtual receptionists at CSnotepad based in Brighton & Hove Sussex are friendly, professional and committed to excellent customer services standards, so you can rest assured that your customer relationships are being nurtured when you simply do not have the time to answer the phone yourself!

Interested in using our telephone answering service? Click here.

CSnotepad Virtual receptionists of Brighton & Hove, Sussex: the solution to call overflows

Tuesday, November 5th, 2013

Interested in using our virtual receptionist service? Click here.

You may have heard a lot about how virtual receptionists can help small businesses. Indeed smaller companies and start up entrepreneurs can and do benefit from virtual receptionist services. For instance it helps to present the image of a larger company to their clients by always having a receptionist on hand to take and deal with client calls, without the hassle and cost of employing a full-time member of staff.

However large companies also benefit hugely from virtual receptionist services. Many already use our Brighton & Hove, Sussex based virtual receptionist services and have seen the positive changes. For example, enquiries could be at an appropriate level, but if the number of enquiries and communications quickly increases or your company experiences large fluctuations during different times of year, staff could suddenly find themselves having their time sapped answering the phone or doing administrative tasks.

If you want a business to grow then it is crucial to ensure that the business processes are scalable. A significant growth in enquiries could cripple other departments who have to bear the telephone answering burden. Answering the phone can be time-consuming and distracting for employees, who may find their capacity to fulfill other work expectations suffers as a result.

A call answering service can take the weight off, and help with managing business communications. Virtual receptionist services are about much more than simply passing on messages; it can involve diary management, order taking, scheduling, call patching, forwarding and more. It’s all about ensuring that communications are efficiently managed, and that no sales or business opportunities fall between the cracks due to poor administration. The phone can simply be diverted at any time you need it to be.

Missing a phone call could mean missing an important sale, and even if most business comes from ecommerce, there are times when customers need more information before they can make an online purchase. If customers, suppliers or partners need instant answers, then a virtual receptionist service might be the best way to ensure that these enquiries are dealt with professionally without impacting on other people’s time.

Furthermore, depending on the businesses individual requirements, virtual receptionists can either process calls themselves, taking orders and answering questions, or route urgent requests to an alternative phone number. Call patching and forwarding services can be extremely useful for companies that want their calls screened before answering. A virtual receptionist would help filter out unwanted sales or cold callers, and also provide the opportunity for you to delay answering a call until later once you know who it is and what it is regarding.

Moreover virtual receptionists can help professionals to make better use of their time by helping to manage client calls and call overflows effectively. Try calling CSnotepad virtual receptionists of Brighton & Hove, Sussex today to explore the difference it could make to your business.

Interested in using our virtual receptionist service? Click here.

Recent Posts

separator

Take a Holiday with the Help of a Virtual Receptionist WITHOUT a Monthly Subscription

Outbound Call Support: Let Us Take Care of Those Phone Calls You’d Rather Not Make!

We’ll Make Your Customers Feel All Warm & Fuzzy!

CSnotepad Explains: What is a Virtual Telephone Number?

CSnotepad Explains: What is a Telephone Answering Service?

separator


Blog topics

separator


Archives

separator

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