Answering Service Success
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It was 9 AM on the first Tuesday of the month. The salon was closed for the monthly team meeting, but that didn't stop the phone from ringing. Every few minutes the phone would sound, insistent on being answered. The hair stylists were brainstorming ways to improve the customer experience, and ways to give customers the feeling that they were VIPs. The phone rang again as if to say, "The answer is here!" Tres Benzley, owner of Caliber Salon, recognized that while the monthly meeting was integral to improving standards, answering the phone every time it rang was a key part of making customers feel respected and valued. The receptionists could not be tasked with answering the phone, as their input was crucial to the team meeting. Tel-Com was contacted and less than a week later, a script and system was in place. Caliber Salon, being service-oriented, wanted the opportunity to answer incoming calls. They set up the system to go to the answering service on the third ring, allowing plenty of time for the in-house receptionists to get the call if possible. Being a busy salon, many times it is just not possible for the stylists and receptionists to handle incoming and outgoing phone calls, plus clients in-person. When a call is missed, messages are sent to the salon email account and to the individual stylists' phones as a text message. This allows for scheduling emergencies to be addressed by the appropriate parties, and for the salon to work together to give optimal service. "We enjoy having an answering service that takes our calls when we are not available to take them on our off days, on weekends, late hours, holidays, and other times when we just cannot reach the phone. This service allows for us to reach those clients immediately if needed with the use of text and email. It also allows for us to be of better service following up with messages, scheduling and rescheduling, which allows for better client retention and better over all customer service." Tres Benzley A selling point for Caliber Salon is their 24/7 reception. Clients are reminded that they are truly important when a business answers their calls. Stylists and staff at Caliber Salon no longer have to make a choice between taking care of the client in front of them, or the client calling in, making for a low-stress work environment and a more fulfilling work day. Tel-Com appreciates the opportunity to work with customer service-oriented business owners like Tres Benzley. We are excited to be your support team! Please contact us for more information about taking advantage of Tel-Com's services!   “I don’t know what I ever did without Tel-Com,” says Lori Ann Stone, sales manager at A1 RV Sales and Body Shop. A1 provides sales, service, and parts for recreational vehicles. With a very busy staff, there was no way to meet the demands of answering every phone call or even listening to the answering machine. “Many walk-in clients require our complete attention,” Stone says. “We did not want to ever miss a call.” Like being open 24/7. When people take their RVs out on the weekends, A1 needs to be available in case there is an accident. With Tel-Com, the body shop was not only open during business hours but available 24/7. “With Tel-Com answering our phones, we are now able to get with anyone who is in need when they are in need,” says Stone. How the answering service works. When a customer calls, and A1 staff are unable to pick up by the fifth ring ( with clients, after hours or holidays) the call is automatically forwarded to the answering service. Tel-Com picks up, takes the message and immediately sends it to the designated A1 team member. “Whether we are meeting with customers, it’s after hours, or on weekends, Tel-Com captures all the business that we might otherwise have missed out on.” · phones are forwarded 24/7 · Rings 1 – 5 to A1 shop · 6th ring forwards to Tel-Com · message taken and immediate dispatch An answering service you can count on. Stone says she would not do anything different in regard to using Tel-Com answering services. Not only does she appreciate what Tel-Com does for A1 business, she has a great relationship with their staff. “They are really terrific!” Tel-Com appreciates the opportunity to work with time-critical businesses like A1 RV Sales and Body Shop. We are honored to be your support team! Please contact us for more information about taking advantage of Tel-Com's services. |
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