One of our clients called me this morning to report that his on-call technician had not received an alert from one of their clients who was having an issue until over 40 minutes after the issue had been reported to our call center.
He proceeded to tell me that this had been happening on a regular basis for the past month and that he was going to start shopping for a new answering service.
Fortunately, he decided to call me before just looking for another service!
I took down the client’s contact information and promised that we would look into his issue immediately. I passed the information to the client’s account rep who investigated the incident. It turned out that there were no issues on our side, in terms of how we were handling the account. The problem was the result of the way the client’s account was setup by their representative. One account tweak later, everything was fixed and the client was happy.
The moral of this story is… if you have come to trust and rely on a vendor, and they fail, or seemingly fail you (even once) don’t wait for it to happen repeatedly. Call your account rep! In this instance, a 5 minute phone call would have eliminated a month of building ire and frustration. It’s impossible for your vendors to fix issues if they aren’t aware of them in the first place, right?
At AnswerFirst, we want to hear from our clients. If we make a mistake, we want to know immediately. It is the only way we can fix a small issue, potentially preventing larger issues. Listening to our clients and responding to their questions and concerns is just one of the many things we do to move from “vendor” to “partner” status.
If I don’t provide our potential clients with top-notch customer service from day 1, then why should they trust my company to provide their clients with the same? I hope you found this article helpful, if you have any questions you can contact me on my direct line at AnswerFirst: 813-636-3975 or send an email to: firstname.lastname@example.org
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