The First HITRUST Certified Answering Service
You care about your customers and want to keep them satisfied. How can you guarantee, though, that you’re offering exceptional customer service every time you interact with a customer? The key lies in understanding the difference between reactive and proactive customer service. If you’re not sure you know why a proactive approach is the best… Read more »
With more and more business done virtually than ever before, customer service agents are often the literal voice of the company. In an ideal world, anyone answering a phone for your business should be well-trained, polite and friendly to callers. Unfortunately, even the most experienced of administrative workers can become frustrated and lose patience while… Read more »
Nobody sets out to provide subpar customer service. As the saying goes, the road to hell is paved with good intentions. Good intentions, however, won’t undo an awkward customer service mistake or keep your customer from forsaking you for your competitor. Knowledge is power, though, so arm yourself with the facts: these are the seven… Read more »
They say the customer is always right, but when you’ve got a grumpy guest on the phone, even the most patient among us can become frustrated. Unfortunately, though, unhappy customers are inevitable; even as you provide the best service possible, you’re bound to run into one sooner or later. While it might be impossible to… Read more »
Important branding lessons that your small business can learn from big businesses. When you think of large, successful companies like Apple and Amazon, you know exactly what defines each of those businesses. Apple is typically associated with innovative, functional and minimalist design under a premium pricing model, while Amazon is associated with speed, efficiency, and… Read more »
Business owners know that two things are truly inevitable: taxes, and the occasional unhappy customer. Even if your product is great and your customer service is spotless, it’s simply impossible to please everyone all of the time. While we can’t necessarily control outcomes, we can control the process used to resolve customer complaints — and speed is a major component of any… Read more »
For decades customer service and marketing have been entirely different balls of wax. What recently changed is the connectivity between technology, online, and consumers. People no longer have to write a strongly worded letter to the customer service department when something is not right. Today, they can simply log onto yelp.com and leave their reply for… Read more »
It’s one of the most well-worn clichés in the client relations business: “The customer is always right.” Yet even if you swear by the wisdom of this philosophy, the fact remains that it’s not always possible to give a customer what she wants. Sometimes, whether we like it or not, customers must hear the word “no.” The trick is… Read more »
Keeping your customers happy is an essential part of running a successful business. As your business grows, this becomes even more important — and more difficult — to achieve. Running a customer satisfaction survey is sometimes suggested as a method for tracking what is and isn’t working in your business as it relates to customer… Read more »
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As a small business owner, I gladly pay for services that reduce stress and take a load off my shoulders. MAP Communications does that for me and as a small business owner, that’s worth its weight in gold.
Jeff P.