Our 3 Focus Areas For A Great Telephone Answering Service

Tuesday, September 4th, 2018

customer service advisor

…and the guarantee we offer when on the (very) rare occasion we’re not quite up to scratch!

We’re proud of the service we offer having spent over 10 years shaping and improving to meet the changing needs of our varied customer base. Our great reviews on platforms such as Google and Yell reflect how focused we are on customer service and delivering the very best service we can.

What makes our service stand out against the rest is our attention to the areas that we feel matter…

Here are our top 3:

We shape our service around the needs of our customers -
We’re not too set in our ways, we’re always actively looking for new ways to make your service better. No matter the challenges our customers face, we’re always looking to further save them time, increase their level of support and improve the service they receive. We’re always trialing new initiatives and adapting our service plans to better cater for the changes that have occurred since we started over 10 years ago. We work closely with each and every customer to shape a service that truly meets their needs. We never expect a customer to fit into a pre-defined plan or service model, we always start by listening to your needs first. We assign each of our customers an account manager so that they have a point of contact, whenever they need to discuss their service, make changes, or alter scripts to better meet the needs of their business.

We invest in the best people
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 type of 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, but they also closely monitor our existing team to make sure they continue to provide the level of service you’ve come to expect.

We invest in the best technology
We never shy away from spending money if it will improve the service we offer, whether that’s putting in place multiple contingencies to ensure your service goes undisturbed when outside issues would otherwise affect the service, or the newest in telephone support hardware and software. Most recently we’ve added our new caller recognition software to every customer account as standard. This allows us to identify your frequent callers, top clients and important suppliers, and offer them the same warmth of service that you would. 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, improving your customer service.

BUT…

However hard we may try, we know on rare occasions we may not quite meet the high standards they’ve come to expect from us. With this in mind we offer a ‘message guarantee’ to each and every one of our customers. This means that should you spot a mistake in the messages you receive from us regarding your calls, we’ll re-credit you for the call.

Perhaps one of our call agents hasn’t given you the correct name, or hasn’t got a digit right on a contact number, 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 can we do our best to put the mistake right, we can make sure that you’re re-credited with the call and then look further at how we improve our service – you’ll be doing us a favour!


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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