The views of this article are the perspective of the author and may not be reflective of Confessions of the Professions.
As technology evolves, businesses are leaving effective ways of communication behind in favour of exciting news ways to liaise with their clients. Whilst expanding customer service into the realms of digital technology is good for your business, it is also important to avoid delivering bad customer service by rejecting the tried and tested forms of communication.
Regardless of sector, most companies are working to increase their online presence and are opting to use internet forms, social media, and emails as their main form of communication. Online interaction with customers is a positive step for a company, but so is continuing the use traditional communication methods, like face-to-face meetings and using telephone systems. Those that argue that telephone communication is outdated and irrelevant are overlooking the positive impact that the concept of ‘human interaction’ has with a client, as well as the many other reasons that telephone systems help your company deliver excellent customer service.
Gives your Company a Personal Voice
Internet support forms and email interactions are incredibly beneficial to your business and the customer service you offer, but so is allowing clients to interact with your team vocally on the telephone. Companies who solely use the internet to liaise with clients will find that the personal touch is removed from their interactions and that their customers may express frustration at not being able to talk to a ‘real’ person.
Providing an efficient telephone system alongside a form of digital interaction helps to deliver great customer service as you are giving gives clients the option to speak directly to an employee rather than having to wait for an email response.
Not Everyone uses the Internet
Although the internet is used by the majority of offices and homes, there are still some businesses and people that don’t have a connection. Just because a potential, or existing, customer doesn’t have access to the web, doesn’t mean your company should appear to value them any less. Ensuring that you have an ‘alternative’ way of communication means that you don’t lose business from demographics that could be important to your company.
The Conference Call
Being able to have a telephone conference call is a cheap and formal way to hold meetings with clients. A conference call will eliminate the costs of and time spent travelling allowing for saved time and money to be allocated elsewhere. Holding conference calls with clients means that staff from both businesses can be involved in the discussion of plans and focus areas allowing discussions to be clearer than if done by email.
Communication can be Easier over the Phone
Every good businessperson should know that body language, tone, and vocabulary can be just as important as proposals, data, and services when it comes to client interaction. When meeting with a client, your appearance, stance, smile and voice will have an effect of the outcome and elements of positive body language can also be applied to telephone communication to create good customer service.
Studies have shown that using positive body language like smiling whilst on the phone gets reflected vocally. The tone of voice and stresses we use whilst we talk has an effect on communication, so whereas emails can be interpreted wrongly, vocal liaisons are easily understood providing clarity for clients.
Beth Stubbings works for Three Cherries, who provide telephone systems in Bristol. She thinks that telephone communication is an effective way of liaising with clients