Category Archives: Getting to Know Your Service


Avoid Phone Related Downtime by Familiarising Yourself with How to Change Your Divert

Wednesday, February 7th, 2018

checklist and pen

With the new year now in full swing, it’s worth considering just how ready you are for the year ahead and any unwelcome surprises it might throw at your business.

We invest heavily in protecting your business from telephone downtime, and you should take comfort from knowing that by choosing us (over other providers or keeping your calls in-house) you’re far better shielded from a phone related disruption. The contingencies we have in place enable us to act should there be an issue with a telephone exchange or mobile provider for example, but for you to benefit from our contingencies you must be familiar with how to divert your calls.

Do you know how to change your divert?

If there’s a problem at the telephone exchange we can overcome this by changing how you divert your calls to us. This is a simple and fast acting solution, but It could now be several years since you first set up your divert with us, so it’s worth familiarising yourself with how it’s done via your telecoms provider.

Refresh your mind with our short blogs…

Setting up a divert on a BT landline

Setting up a divert on a Sky landline

How to set up a call divert on your iPhone

How to set up a call divert on your Android phone

Think you know how to divert? It’s well worth forming a checklist or producing a brief set of instructions so that you, and key members of your team, know exactly what to do should a problem occur that requires you to divert your calls temporarily. Keep this checklist or instructions somewhere safe, and keep it somewhere people know where to find it. Your CSnotepad team is here to help make sure that any phone related issue causes minimal disruption to your business, and minimal stress to you and your team, but it’s crucial that you play your part by familiarising yourself with how to divert your calls.

Keep Your CSnotepad Service Working at Its Best This Christmas

Monday, December 18th, 2017

christmas in scrabble letters

So it’s that wonderful time of year again, there’s so much to organise, presents to buy, trees to decorate and mulled wine to drink, but we’d like to ask that you spare a little thought for your telephone answering service during the festive build up!

We’ve no doubt that for the vast majority of you this Christmas and New Year period will see changes to your working hours and staff availability. We want to continue to offer you a professional and efficient service so it’s important that you plan ahead, letting us know any changes in good time so that the necessary alterations can be made to your script. Unknowingly, we could be patching your callers through to staff that are on holiday, or passing on information that just isn’t relevant during the festive period, resulting in disgruntled callers and a far from perfect customer experience.

Keep your CSnotepad service working at its best this Christmas, consider the following…

Messages – will your mailbox still be checked regularly or do you need us to change where we send your messages?

Patching – some of your staff are likely to be taking a holiday over the Christmas period, do we need to change any call patching you have in place?

Return Calls – we hope you’re treating yourself to some well earned time off this Christmas, so would you like us to adjust when we tell callers you’ll get back to them?

Order Taking - if we take orders for your business, will a Christmas shutdown or reduced staff affect delivery times?

Diary Management – if we manage your business diary, will you have different working hours or are there days that you’d like us not to book in appointments for you?

Support Ticket Logging – if we manage support ticket logging for your business, will the festive period affect your engineer response time?

Lastly – will any of the above also affect your out of hours service with us?

If changes in your staffing or working hours will affect the CSnotepad service you currently have in place, do please let us know as soon as possible so we can make any necessary changes to your script. Also, be sure to inform us of how long you’d like any changes to be active before reverting back to your original script. The deadline for changes is Wednesday 20th December – simply drop us an email or a call one of our team: message@csnotepad.co.uk or 01273 741400.

6 Reasons You Might Not Be Using Our Order Taking Service…But Should Be!

Thursday, November 30th, 2017

trolley order taking

Did you know that we can do more for your business than just take messages – make the most of your CSnotepad service with all the benefits of our order taking service. Time and again we find that our customers share the same hesitations and concerns when it comes to using a virtual receptionist to handle their telephone orders. With the top 6 queries answered, we hope we’ll shed a little light on just how flexible, time-saving and beneficial our order taking service can be for you and your business.

1) My customers order online, I don’t believe they’d use telephone ordering if I made it available.
With so many online stores, and so many stories of online scams, it’s now a growing trend for customers to seek out a contact number so they can gain assurance by talking to you directly before purchasing. Knowing that someone is available at the end of the phone goes a long way to reassuring potential customers that you’ll be available to assist them should there be any issues with their order. Allowing your customers the opportunity to talk directly to you, or a member of your team, is still an extremely powerful tool in boosting customer service and helping your business stand out from solely online competitors. Keep in mind that not everyone feels confident purchasing online, and offering another method to purchase could see a boost in your sales. Providing the option to order by phone also allows customers to get instant answers to questions that may be holding them back from completing a purchase.

2) I don’t understand how you would take payments for me and I’m concerned about security.
We don’t act as a middle man when it comes to taking your payments. We process your orders via your preferred online system such as Paypal, Sage or Worldpay. We only have the ability to put money in, not take it out! We wont be able to access any of your private details, or details of your customers. We’ll guide you through the easy process of setting us up as a user with restricted rights, you’ll be in full control of exactly what we can and can’t access.

3) I’m concerned that your customer service advisors wont be able to answer my customers’ product queries.
From our experience the majority of questions asked by customers require only a very basic product knowledge. We’ll ensure that our customer service advisors have your preferred answers at hand for the most frequently asked questions. Should a question be asked that our advisors aren’t able to answer, there’s the option for us to contact you while your customer remains on the line.

4) I’m concerned you wont be able to get the answers to enquiries. Often my callers want to know if something is in stock or to find out about delivery times, I have to get this information from my suppliers.
If you provide us with a contact list for your suppliers we can get in touch with them directly to enquire about an items stock level, dispatch or delivery times when requested by a caller.

5) I don’t want to miss capturing valuable customer details when they call but don’t place an order.
All our customer service advisors are trained to take all the details you’ve specified from all of your callers – without exception. This provides you with a growing database of details from which to market your products and services.

6) I’m worried that by not managing telephone orders myself I’ll be on the back-foot should there be any customer disputes.
Feel reassured – all your calls will be recorded and each call recording is available to you should you need it to resolve any disputes.

For more information on our order taking service, talk to one of our team today on 01273 741400.

Caller Recognition: Do You Have it on Your Account? Are You Making the Most of it?

Tuesday, November 7th, 2017

caller recognition image

What is Caller Recognition?
Our caller recognition software allows us to identify your frequent callers, top clients and important suppliers, and offer them the same warmth of service that you would. With each call you receive we will build up a database of your caller information, improving the customer service and phone experience for your repeat callers.

Why Have Caller Recognition on Your Account?
We recognise the value of your key callers, and through the highest level of customer service we can further strengthen the loyal customer base you’ve worked so hard to build. Using our caller recognition software eliminates the need for our advisors to ask repeat callers all of your scripted questions, each and every time they call. We understand that the recognition and familiarity that a customer receives is often an important factor in their decision to stay loyal to your business. Our caller recognition software allows our customer service advisors to appear as though experienced and conscientious members of your own in-house team.

Why Do We Offer Caller Recognition?
We’re always seeking out the very best in telecoms technology, and we’re proud to say that caller recognition is just another example of our continued efforts to invest in a service that benefits every one of our customers.

How to Make the Most of Caller Recognition?
If you’re new to our service, be sure to give us a list of all your important contacts, allowing the transition from you to us handling your calls to be as seamless as possible. Your key callers will continue to receive the same acknowledgement that your own in-house team would offer. If you have caller recognition already on your account, let us know the details of any important new contacts you make, as and when you make them. We can pre-fill as many fields in your script, for as many key callers as you’d like, reducing the questions they’re asked when they next call you.

Your Next Step…
If you have any further questions about how caller recognition can help your business, or if you’d like to know if it’s already working for you on your account, call us today on 01273 741400.

What is a Telephone Answering Service & How Does it Work?

Thursday, October 26th, 2017

plumber cartoon

Often you know why your business is struggling, but it’s difficult to pin-point just how to resolve it. Could telephone answering be the solution you’ve been looking for? Are you struggling to find enough hours in the day, or desperately in need of an extra pair of hands? Keep in mind that we build our service around your needs, so it’s likely that we can work with you to solve the problems you and your business are facing.

The easiest way to explain just how telephone answering works is to give you an example of it in action…

Last year Alan started up his own plumbing business after working for a large established company for years. He has a professional looking website, he’s building positive reviews on social media, and now has some attractive looking business cards. All his marketing material has his mobile number on so he can receive enquiries wherever he goes. Things are going well for Alan, as he completes more plumbing jobs he starts to get an impressive number of 5 star reviews, as his reviews and reputation builds, so do his enquiries. Soon Alan realises that he’s missing more calls on his mobile than he’s able to answer, and by the time he calls back in the evening the majority of people have already called another plumber.

As Alan’s days get busier, he tries to return calls while driving between jobs. With loud road noise in the background and intermittent phone reception as he drives further out of town, it’s doing little to support a professional business image – but better than losing out on jobs he thinks. While driving Alan has no method of writing down his agreed appointments with customers in his diary, or recording their contact details. Juggling between his (unreliable at the best of times!) memory and small scraps of paper he finds in his car glove box, it’s not long before Alan has to call back customers to ask for their details again (not very professional!). Worse still, Alan soon learns that he’s getting appointment times wrong, and he’s embarrassed to realise that on a couple of occasions he’s even forgotten to go entirely! With complaining customers calling, and negative reviews starting to appear, it’s not long before he’s undoing all of the hard work he’s put in to establishing his thriving business. Alan knows he needs some help before it’s too late, but his business is young and vulnerable, he doesn’t have the time or money to hire a full time member of staff to help him. When will he find the time to interview, to train, where will they work, what about the salary, the holiday, the sickness…?

Alan gave us a call at CSnotepad to see if we could help, he wasn’t too sure whether telephone answering was the right service for him, but hoped it could offer a cheaper and simpler alternative than the stresses of managing his own staff. Within a day of calling, Alan had worked with one of our experienced account managers to tailor his own script so that each and every call would be handled just as if he was answering it himself. We instantly knew that a personal and friendly service was what Alan cared about most for his callers. Alan was free to choose exactly what questions he’d like us to ask, and what information he’d like us to take from his callers. Alan’s callers would have absolutely no idea they hadn’t reached Alan’s own in-house receptionist, and just as a receptionist would, we were able to offer Alan a diary management service booking in appointments for him. No more scribbled notes on the back of receipts, no more forgetting appointments and no more unprofessional calls from the roadside! Alan didn’t have the hassle or cost of changing the phone number on all his marketing, we simply guided him through how to set up a divert from his mobile phone to the number we provided him with. Alan has complete control of when he diverts his calls to us, he always knows that our customer service advisors are familiar with his business, and ready whenever he needs them, leaving Alan free to focus on doing what he does best – plumbing!

With the help of CSnotepad, Alan’s business has continued to thrive. By using a telephone answering service Alan has had the time and space away from his ringing phone to focus on growing his business, he now has a small team of plumbers working for him. Alan takes advantage of several of our services such as a virtual telephone number and virtual address, further helping him to build his professional image and reputation within his field.

Think a telephone answering service could really help you and your business? Call us today on 01273 741400.

Our Order Taking Service – Ensuring Your Telephone Orders are Always Handled Properly

Saturday, September 16th, 2017

man taking call

When receiving a telephone order have you ever:

Taken an order on your phone while driving?

Asked a customer wanting to place an order to call you back?

Told a customer that you’ll have to call them back?

Scribbled payment details on a scrap of paper?

Lost customer payment details?

Made your customer wait while you find a pen?

Had considerable noise in the background during the call?

Made an error when taking down payment details because you haven’t had time to reconfirm them?

Rushed a call and not given great service?

Not answered with a professional business greeting?

Missed a customer call?

Been heavily delayed in processing the payment?

This should never be how a telephone order is handled, however busy you may be it really doesn’t have to be this way – we’re here to help!

A business needs sales but don’t underestimate the importance of ‘how’ you take that all important telephone order. You may have done all the hard work to get the sale agreed, don’t let your customer service slide at the final hurdle. Personal card details are highly sensitive data, your customers need to know that you’ll treat them with care, and you have an obligation to handle this information correctly. Don’t make your customers doubt your professionalism, reliability or respectability by making any of the common mistakes listed above! Build your customers confidence and increase repeat sales by handling each telephone order the right way.

Did you know that we can handle your telephone orders, acting as your front-line or as overflow or support when you’re not available to answer calls? Never miss a call, ensure that every call is handled professionally, accurately and all sensitive information is dealt with appropriately. We can even log into your own in-house system, ensuring each order is processed just as you wish you could on every occasion. Your receptionists at CSnotepad can advise customers, place orders, process payments and even patch urgent calls through to you. Your customers will never have to fight with unprofessional background noise, wait in a queue, or reach your voicemail. Your customers will always receive your professional business greeting, and have all payment details taken and processed accurately – always.

Don’t juggle your calls, have the assurance that every telephone order is taken professionally – talk to us today on 01273 741400.

Why Brighton & Hove Staff Work for Us!

Monday, August 28th, 2017

brighton image

It’s neither chance nor the draw of extra sunlight hours that led us to base our business from Brighton & Hove! For us Brighton & Hove proved attractive as it offers a great bank of people renowned for their tolerance and diversity from which to build our workforce. We seek out staff that not only meet with our business goals but also share our wider beliefs and environmental obligations, ultimately forming a workforce that we’re proud of.

Brighton & Hove is well known as a happy and welcoming seaside resort, this is predominantly down to the people that choose to make it their home. Showing admirable traits, our workforce encompasses the area; they are happy, polite, tolerant, open to change and embracing of others no matter their views or background.

We’re proud of the forward-thinking mentality of the people that work with us. Conscious and proactive in green initiatives, Brighton Pavilion constituency was the first to elect a MP for the Green Party in the United Kingdom. Closer to home we’re proud to say that this ‘green’ dedication has shown itself through the efforts and ideas our staff bring to our office to reuse, recycle and minimise our paper usage.

These are the people representing your business and dealing with your customers – we’re proud to have them at the forefront of our business and you should be too.

Would you like to learn a little more about how we choose the advisors that deal with your phone calls? Read our short blog ‘About Your Team‘.

Sun Loungers, Beach, Deck Chair, Sea, Sun Lounger

Love Our Service? Fancy Using us for Free? Become a Referrer for Our Business

Tuesday, August 8th, 2017

Love our service as much as we do? Become a referrer for our business and we could even end up paying you for using us!

handshake icon

Do you have an impressive network of business contacts? Perhaps you attend a lot of networking events, or regularly attend business socials where you can build new working relationships with a cross section of industries? Maybe your business allows you to reach out to a huge array of other businesses, or perhaps you just know a lot of people who you feel would benefit from our services. Let your networking skills start rewarding you!

If you use our service, if you feel that our service really helps your business and you feel that you could confidently recommend us and the merits of our virtual receptionist services to others, we’d love for you to sing our praises! We don’t expect you to  pester people, or offer the hard sell, you just need to talk positively about your experience with us and target other businesses that could stand to benefit from our services.

Who should you target? It doesn’t matter what industry they’re in, or where in the country they’re based, whether they’re a sole-trader or nationwide company, we have the staff and professionalism to support any business by tailoring our services to their individual needs.

If you feel you could send a stream of new customers our way, we’d like to say thank you. You’ll receive 15% of the monthly spend of anyone you refer, this will come straight off your own monthly spend with us. This means that for each and every customer you refer that signs up with us, you’ll receive 15% of each and every spend they make with us, for each and every month that they’re with us! There’s no cap, no sneaky terms and conditions, once you’ve referred a few new customers, you could find that your referrals pay for your entire monthly subscription with us. More over, with enough referrals you could find we end up paying you to use us!

For more information, just drop us an email: info@csnotepad.co.uk, or give us a call: 01273 741400.

Getting to Know Your CSnotepad Service – About Your Team

Tuesday, July 25th, 2017

Ever wondered who’s answering your calls when you divert to Csnotepad? Let us give you an insight…

team text image

We’re proud to say that our team of customer service advisors are a friendly, warm and personable group of dedicated people – all from the Brighton and Hove area. Your calls are answered right here in our Brighton office by people your frequent callers might come to know by name.

We interview for new customer service advisors carefully, always ensuring that they compliment the team and have the right attributes to offer superior service to your customers.

Each one of our advisors is polite, professional and approachable. We have no doubt that if you met any member of our team in person, they’d be just the person you’d hire to join your own team.

We know that some things can’t be trained; a positive attitude and willingness to offer the best service are natural traits that we seek in every one of our advisors. For everything else that can be trained we have an experienced training manager who is solely responsible for ensuring that all members of our team are trained to the standard we expect. Not only will our trainer guide our newest recruits, they also closely monitor our existing team members to ensure that the bar is never dropped, maintaining our consistently high customer service results.

Remember – our advisors aren’t just trusted to handle your calls, they answer our calls too and we couldn’t be more confident that each and every one of our calls is in capable hands.

CSnotepad: Our Message Guarantee to All Our Customers

Tuesday, July 18th, 2017

quality survey images

We’re proud of the service we offer. We’re an established business that started in Brighton over 10 years ago, and we’re so pleased to say that many of our current customers have been with us since the very beginning. Through hard work, persistence and working closely with our customers we’ve shaped our service into something that we believe suits the challenges of businesses large and small, local, national and international, and from any conceivable industry – however niche.

Our great reviews on platforms such as Google reflect how well we’re doing, but should you feel that we haven’t quite met the high standards you’ve come to expect from us we offer an industry leading ‘message guarantee’ to each and every one of our customers. This means that should you ever spot a mistake in a message you receive from us regarding your calls (after all we’re only human!), we’ll re-credit you for the call. We understand that errors however small can have a big impact on your ability to make sales, grow your business and build your customer service model. By notifying us of any mistakes, not only will we put the mistake right and re-credit you with the call, we’ll also look to improve our systems so it can’t happen again.

Staff training is an area that gets a lot of our time and attention, and our generous staff incentive programmes ensure that our call agents are rewarded for the great service they offer your customers. With the commitment and focus your business receives from our staff, we’re confident that our service wont let you down – our message guarantee is simply there to prove it!

Recent Posts

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CSnotepad Can Do More Than Just Answer Your Calls, We Can Securely Process Your Payments Too

Own a Seasonal Business? CSnotepad is the Perfect Provider for Your Telephone Answering

Refer a Friend to CSnotepad and Get a £50 Amazon Voucher

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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