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.

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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
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  • Friday 8:30am - 6:00pm
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  • CSnotepad
  • Gemini House
  • 136-140 Old Shoreham Road
  • Brighton
  • East Sussex
  • BN3 7BD