Monthly Archives: September 2013

Shut up and listen or hire a CSnotepad virtual receptionist of Brighton & Hove, Sussex to listen for you!

Tuesday, September 10th, 2013

Interested in using our virtual receptionist service? Click here.

The number one complaint customers express about any company representative answering the telephone is that they don’t listen. When asked what they should do differently, responders say “Shut up and listen!” Yet, most people are not very good listeners, and actually ignore, misinterpret or forget 75% of the things others tell them.

Poor listening can create big problems, especially in the service industry. If the company representative doesn’t listen then the customer feels unappreciated and will consider taking their business elsewhere. Also customers need to vent and they are likely to repeat themselves if they don’t get the opportunity to finish their explanations. This means the interaction will stall and instead of a quick resolution, the call time is likely to escalate.

Listening is therefore a critical skill for any customer service representative. However the problem is that telephone answering representatives are often ingrained with the idea that they must fix a problem quickly. To accomplish that directive, they often cut customers off without acknowledging their frustration and determine a solution before hearing the entire problem. Representatives handle the same issues day in and day out, so often just listen to the beginning of the customer’s sentence before they begin crafting their response. Complacency can be a serious problem.

So how can you improve these all important listening skills? Being a good listener takes real discipline. Practice listening without interruption, always ask questions and take notes. Another good exercise is to listen for ideas, concepts and emotions and to acknowledge them when they are uncovered. Good listeners pay attention to more than just the facts. They hunt for hidden meanings, listen carefully to tone of voice, and then verify that what they have heard is correct. Summarise frequently and demonstrate to the listener that you are trying to get it right.

Now it can be difficult for business owners to find good quality customer service representatives. However it is a crucial thing to get right as virtual receptionists represent the entire company to your customers. The virtual receptionists at CSnotepad are trained in the importance of listening. We know listening achieves utmost customer satisfaction and will also save time on the phone in the end. Moreover, because we work for so many different companies we never get complacent as caller queries are always massively varied! A lot of entrepreneurs know that customer service is not their strong point, so they hire a trained virtual receptionist to present a friendly and professional telephone answering service for their clients and customers. There is no need to worry about employing staff yourself (who may be no good at listening!) when one of our virtual receptionists can always be on hand to answer your company line from our offices based in Brighton & Hove, Sussex.

Interested in using our virtual receptionist service? Click here.

Sustaining yourself on the entrepreneurial journey shared by CSnotepad telephone answering service of Brighton & Hove, Sussex

Thursday, September 5th, 2013

Interested in using our telephone answering service? Click here.

So you have taken the plunge and made the decision to take the entrepreneurial journey. You may be in the serious final stages of considering starting-up, in which case it is crucial to reflect on your ‘Important Others’. Or you may be well and truly on the path and so the most important topic is how to sustain yourself. Dom Moorhouse is a well-established business advisor, author and entrepreneur. He stresses the importance of balancing all aspects of your life so that your business life does not become all-encompassing, as well as sustaining your entrepreneurial journey by caring for yourself directly and the culture you put in place in your company.

Moorhouse suggests a number of things that entrepreneurs should do to maintain themselves on their business journey. Keeping in good check physically is paramount as the fitter we are, the more energy we have, the sharper we are at making decisions, the more productive we are and the better we feel generally. The same goes for having a healthy and balanced diet. It is also hugely beneficial to take your holidays! Do not get caught up in the macho culture that infers time down is for wimps. It is crucial to stop ‘the business can’t last a second without me’ vibe – which is often delusional or, at best, a result of poor organisation. Furthermore, take an interest in your own professional development by reading and joining relevant professional organisations.

Sustainability is also about setting the right tone within your business for others. As the leader you have the chance to culture set from the top; to inject humour, schedule shared moments and avoid macho culture. Making sure you have external ‘critical friends’ is also important for reflecting on sustainable practices. Basically business owners are inevitably driven folk … you want to delight your clients, you want to help your colleagues to grow, you want to improve the numbers, overcome the latest obstacle … and you know that no one else is going to do this for you. There can often be no natural break-point in such a stream of consciousness. Moorhouse warns that ‘those closest can suffer from a busy person’s thousand acts of omission.’ Thus he stresses the importance of having an ‘off-button’ and making sure you give due consideration to what boundaries should be set so that the bigger picture in regards to those ‘Important Others’ is never lost.

Thus all business owners understand the importance of hard work, determination and perseverance. However many may find that on their entrepreneurial path to success that they lose some important things along the way. A great way to ensure you keep balance in your life whilst keeping peace of mind that your business does not become neglected is to hire a CSnotepad virtual receptionist. You can tailor your virtual receptionist requirements to your company’s individual needs; e.g. telephone answering, message taking, call forwarding, outbound call handling, order taking and diary management, all from our Brighton & Hove, Sussex based offices. Crucially you need never worry again that your business line will go unanswered. If you find it difficult to leave work behind when at home or always have work on the brain, a CSnotepad telephone answering service could be the perfect solution to ease that workaholic mind.

Moreover a virtual receptionist can provide valuable telephone answering solutions to entrepreneurs who find they simply need to free up more time for themselves, colleagues, friends and family in their hectic schedules. It is more sustainable in the long term and will help you retain a grounded perspective on your business and life in general.

Interested in using our telephone answering service? Click here.

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  • Brighton
  • East Sussex
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