Monthly Archives: August 2013

Resolving a customer dispute by CSnotepad virtual receptionists of Brighton & Hove, Sussex

Tuesday, August 20th, 2013

Interested in using our virtual receptionist service? Click here.

There are many studies showing that if you please one customer they may tell one or two friends about the great experience they had. However, if you upset a customer you can be sure they will tell ten more people. Therefore making it even clearer that it is vital to your business to make your customer happy rather than leaving them upset.
Great customer service is actually remarkably easy! Giving your customer what they want really is as simple as it sounds. With that in mind, here are five useful tips in resolving customer complaints.

1. Answer the call quickly and efficiently.
This really does matter. Imagine you have a very unhappy customer. They call you to express their frustration and the phone just rings and rings. Everyone knows that this can be terribly annoying. Imagine how much worse it makes the situation when the customer wants to get something fixed! Waiting will just make them more upset. Having a virtual receptionist means you don’t have to stop working and rush to the telephone. Your virtual receptionist will do this for you, and quickly.

2. Listen to what they are saying.
Everyone is busy at work, with limited time to do everything. But if you don’t make time to listen to what your caller is saying then they’ll be even more upset with you. You need to take the time to listen to why they are upset and what you can do to rectify the situation. Your virtual receptionist can offer this time.

3. Apologise to the customer – and be sincere!
It can be very difficult to say those words, especially if you feel that the customer is the one in the wrong. However a caller will calm down considerably if you listen and then simply say “I’m sorry”. Not you are sorry they are upset with you, but genuinely sorry they have had an unsatisfying experience with your company. It doesn’t matter who was right or wrong, it only matters that the customer’s experience was less than expected. Your virtual receptionist will always be sincere.

4. Ask your customer what they want you to do to make things better.
Find out what solution you could give to improve the situation. You may not be able to do what they are asking, but showing that you are trying to use your initiative to resolve the problem is a great place to start. Your virtual receptionist can share this information with you.

5. Do everything you can to accommodate the customer.
Obviously the last thing you want is to lose money by giving them a full refund, but imagine how much money you would lose if that one unhappy customer went and told all their friends about the awful experience they had with your company. Is refusing to comply with the customers’ requests for money back really worth all the negative publicity you may then receive? Your virtual receptionist can relay your decision.

Never forget that every unhappy customer is just a person who wants to make things right. Making sure you do everything in your power to keep them content will be invaluable for your company. A virtual receptionist from CSnotepad of Brighton & Hove, Sussex can bring you one step closer to ensuring you are doing everything you can to keep your customers happy and business running smoothly.

Interested in using our virtual receptionist service? Click here.

The dos and don’ts of call scripting by CSnotepad call answering service of Brighton & Hove, Sussex

Tuesday, August 6th, 2013

Interested in using our call answering service? Click here.

Some companies may worry when using a call answering service that calls will inevitably sound scripted and monotone. The fear of having a call answering service is that it is perceived to be in a call centre environment. People are inherently suspicious of call centres and they do carry a bad reputation. However the virtual receptionists at CSnotepad work in Brighton & Hove, Sussex based offices not a call centre. And although we do use a call scripter in order to have company information handy when client calls come through, the calls are far from being rigid or dull.

We know that scripting should be used sparingly on incoming calls as when a customer gets in touch they want to speak to a human being. As such, listening to someone reel off scripted material or receiving an obviously standard reply is likely to grate on them. This can result in losing the customer and could also damage the reputation of the whole business. At CSnotepad each one of our client scripts is tailored to their individual virtual receptionist needs. This means each script contains a specific call greeting, the information to be obtained and information regarding our clients’ whereabouts (e.g. in a meeting, with a client, on site – all of which can be updated anytime). Similarly, when making outgoing calls, we have specific email instructions from our clients to work from.

However callers invariably have questions that do not follow the script. Every conversation is different, so scripting can only be effective if our call answering agents have a degree of flexibility and freedom. Once our virtual receptionists have learnt and feel confident with a script they can then put this information into their own words, as long as they incorporate the key messages. This creates a more natural feel and is more likely to gain a positive response from an existing or potential customer. Ultimately good customer service is about confidence. Scripts need to be used correctly to build knowledge and confidence; however, if used too rigidly they can have the opposite effect.

Our virtual receptionists are front-line experts and are recruited because of their personality, language skills and attention to detail. Our clients want a seamless service for their customer callers, so we trust our call answering agents to provide information and to record data at the appropriate points (using on-screen prompts as necessary) during a naturally flowing conversation. If you script everything you lose the chance to build a relationship with the caller.

Thus we have a scripting tool that offers guiding principles and prompts rather than using entire scripts. They are flexible and easy to use, therefore helping our virtual receptionists sound knowledgeable, confident and engaging when representing our client companies.

Interested in using our call answering service? Click here.

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Call 01273 741400 or email
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 - 5:00pm
  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD