I have had a few different careers in my lifetime. Over that time I have learned so many new and exciting things, but I will confess when I was first learning some of these things, I was far from excited. I like to do things well, some people would call that being a perfectionist. I beg to differ. I learned a long time ago that I am not a perfect human being. I am just a person who does their level best to do a great job. I know that perfect is not always an option.
When we accept new challenges, we are going to be faced with questions that we don’t know the answers to. I learned early on that trying to guess or fake it is just going to come back and get me later. What most people respect is an honest answer of I don’t know, but it really must be followed up with, I will find someone who does. Then I commit to a time frame, and I keep that time frame, even if I still don’t have an answer, I call back.
If you are honest with people about not knowing the answer, and you really do your best to give them great service, then your clients will appreciate your efforts. I really have had the best results with this method of answering questions I don’t know the answers to.
When we set up your answering service with us, we have you supply us with standard questions and answers which we then use to make certain our operators can properly answer questions from your customers. We also provide virtual receptionist services and for those we really need to know what your escalation procedure is in order to provide your customers with the highest level of customer service.