Customer service dilemma

[peterrepair]

Hi!

I have a ticket system for my store to service customers to allow me to better manage time and so I don't get interrupted when working on the products.

This works well, but I found that some customers want to call me directly to chat and some suggested they would not exactly want to talk about the product but to make friends.

I wouldn't mind occasional call, but I simply cannot commit time to chatting with people.

I have a phone number on the contact details, but it goes to voicemail and I listen to messages once in a while. Customers rarely record messages and just send an email as instructed.

I don't feel comfortable giving my direct phone number as I would have less control over my time and at the same time I don't want to put potential customers off.

How would you deal with this?
In ideal world I would have salesperson hired to deal with these things, but at the moment I cannot afford it.

Thanks!

 

[Jenny Feneley1]

Hi!

I have a ticket system for my store to service customers to allow me to better manage time and so I don't get interrupted when working on the products.

This works well, but I found that some customers want to call me directly to chat and some suggested they would not exactly want to talk about the product but to make friends.

I wouldn't mind occasional call, but I simply cannot commit time to chatting with people.

I have a phone number on the contact details, but it goes to voicemail and I listen to messages once in a while. Customers rarely record messages and just send an email as instructed.

I don't feel comfortable giving my direct phone number as I would have less control over my time and at the same time I don't want to put potential customers off.

How would you deal with this?
In ideal world I would have salesperson hired to deal with these things, but at the moment I cannot afford it.

Thanks!

People buy from people, it's a cliché but true. Can you set aside a specific time in your day to chat? Say target 2 x 20 mins calls and perfect your polite exit from the conversation so that you don't end up being on a call for hours with a lonely soul? Consider this hour a day your marketing time maybe?
I agree giving out your direct line is not a great idea.

 

[fantheflames]

If you can't commit to regular time, you need to look at how you can automate it and with a possible route to be able to contact you via email or call. Perhaps you can limit the amount of contact by figuring out what those typical questions are where people want to speak to you directly and then improving your FAQ or help section. The more aligned it is with your customer, the more you can help them before they feel they need to reach out to you. There will always be customers that need to speak to a human first. Are you in a position to hire someone to take care of that for you on a PT basis? If that's definitely a no go, as you did mention, perhaps looking at more ways to minimise the need for contact.

 

[cjd]

It's a common dilemma with no easy answer.

I would start though with a separate number just for your business and I suggest it should be a landline number (01. 02, 03). You don't want to be giving out your personal numbers or your mobile, you'll be pestered forever.

After that it's about how you manage the calls and if it's just you, there's no perfect answer.

Voicemail is the obvious first use, with some systems you can get the message emailed to you so you can decide what to do with it without calling in.

You could have an IVR system answer the calls (press 1 for sales, 2 for accounts etc) so that it's only calls sent to "sales" that you answer, the rest all go to voicemail. Nevermind that they're all answered eventually by you!

Use a call answering service - they can filter out the chatterboxes while giving a personal service. Makes you look a bigger company than you are. It's an intermediate stage between getting a receptionist or sales staff.

We can, of course, help with this stuff.

 

[JEREMY HAWKE]

It's a common dilemma with no easy answer.

I would start though with a separate number just for your business and I suggest it should be a landline number (01. 02, 03). You don't want to be giving out your personal numbers or your mobile, you'll be pestered forever.

After that it's about how you manage the calls and if it's just you, there's no perfect answer.

Voicemail is the obvious first use, with some systems you can get the message emailed to you so you can decide what to do with it without calling in.

You could have an IVR system answer the calls (press 1 for sales, 2 for accounts etc) so that it's only calls sent to "sales" that you answer, the rest all go to voicemail. Nevermind that they're all answered eventually by you!

Use a call answering service - they can filter out the chatterboxes while giving a personal service. Makes you look a bigger company than you are. It's an intermediate stage between getting a receptionist or sales staff.

We can, of course, help with this stuff.

I'm going to talk to your people later Vonage have let me down and I beside myself with anger

 

[fisicx]

Agree with @cjd, use a call answering service.

If all your calls go to voicemail @peterrepair you are almost certainly losing business.

 

[cjd]

If you've lost a number we're one of the few companies that can retrieve it (so long as it's within 31 days of cancellation)

 

[peterrepair]

Great tips, thank you!

I purchased a separate number and let customer know when I may be available to talk.
They never called, oh well.

 

[JEREMY HAWKE]

I wouldn't mind occasional call, but I simply cannot commit time to chatting with people

I dont think you can do that companies that are trying to avoid direct contact are losing business

Nobody is taking over your life but someone should be available to talk to customers in business hours

 

[fisicx]

I purchased a separate number and let customer know when I may be available to talk.
They never called, oh well.

That's because you are imposing your rules on their needs. Buy a headset, that way you can answer calls and talk while working. You can then explain you are busy and will call them back.

Or get a call answering service.

 

[YuriyZaletskyy]

I have a ticket system for my store to service customers to allow me to better manage time and so I don't get interrupted when working on the products.

....
How would you deal with this?
In ideal world I would have salesperson hired to deal with these things, but at the moment I cannot afford it.

Just provide couple of support plans: Basic, Bronze, Silver, Gold, Platinum, Diamond.

And for Basic - provide support by email within 72 hours ( charge for that 10 £ )
Bronze - support by email within 48 hours ( charge for that 100 £ )
Silver - support by email within 24 hours ( charge for that 1000 £ )
Gold - support by email within 12 hours and phone of your whatever department ( charge for that 5000 £ )
Platinum - support by email within 6 hours, and phone of your Head of Support department ( charge for that 7000 £ )
Diamond - support by phone within 1 hour and your phone. ( charge for that 10000 £ )

For 10k £ I can speak a lot, and would feel myself very convenient.

 

[HFE Signs]

I'm a strong believer that you should be available by phone for your customers, we all hate being caught up in phone systems and speaking to robots. Proper customer service means talking to them, our phones are answered by humans within working hours and we set a target to answer within 3 rings, our customers love this level of service and commitment.

 

[JEREMY HAWKE]

I'm a strong believer that you should be available by phone for your customers, we all hate being caught up in phone systems and speaking to robots. Proper customer service means talking to them, our phones are answered by humans within working hours and we set a target to answer within 3 rings, our customers love this level of service and commitment.

I'm an @HFE Signs club member . We will look after you

 

[GeorgePeterson]

If you truly have a lot of time, consider getting an additional phone number and registering it for your store. You could use two phones or SIM cards, with the second number always turned off during non-working hours. This way, you can manage communications more effectively.

 

[Oli CSnotepad]

Hi!

I have a ticket system for my store to service customers to allow me to better manage time and so I don't get interrupted when working on the products.

This works well, but I found that some customers want to call me directly to chat and some suggested they would not exactly want to talk about the product but to make friends.

I wouldn't mind occasional call, but I simply cannot commit time to chatting with people.

I have a phone number on the contact details, but it goes to voicemail and I listen to messages once in a while. Customers rarely record messages and just send an email as instructed.

I don't feel comfortable giving my direct phone number as I would have less control over my time and at the same time I don't want to put potential customers off.

How would you deal with this?
In ideal world I would have salesperson hired to deal with these things, but at the moment I cannot afford it.

Thanks!

HI Peter

How did you get on, did you end up trying any of the suggestions?