The Secrets to Providing an Excellent Service to a Diverse Set of Clients
I often talk about the range of clients we work with here at Message Takers and some people are shocked at the wide variety of tasks we perform successfully each day on their behalf. One minute I’m on the phone speaking to someone about a pest (mouse, rat, bee, wasp etc.) and booking them a visit from the pest controller and then I end that call and answer the next one. It’s a call for one of our accounts who’s currently in a meeting, so I take a message which includes their client’s name, contact number, email address and some details for the reason of their call and send it onto the accountant to allow them to return the call once they’re out of the meeting. In the meantime the phone’s ringing again, so I pick up and it’s a clinic wishing to order products, I process their order and also answer some questions about a couple of the creams they need clarification on too – And then the phone rings again and I’m ready for whatever enquiry or task comes next and so are my team.
Friends, clients and family often say… “Sharon, I just don’t know how you do it”. Well, here are just three of our secrets.
1 A Superb Computer System – As a receptionist / PA it’s vital to stay organised at all times and our fantastic computer system is just one of the tools we use to keep things in order. It’s a natural filing system, because each client has a folder / record. Our clients divert their calls to a number that we issue to them and each client has a different number. This is how we know which client the calls are coming in for. We answer calls from our screens by clicking on the call and this brings up the clients record. So we’d firstly use the short greeting highlighted in the middle of our screen (which includes their company name) to greet the caller. We can send the client messages from their record and we also transfer callers through to them via the screen too. For some clients there are short scripts against their file, some have questions we need to ask a caller, other’s hold links that we can click on to take us to ordering systems for product orders and other’s take us to calendars when we’re booking appointments. This really does help us to work for others in whatever way they’d like us to.
2 Memory – Although our computer system holds a great deal of information about our clients and what we need to do for them on each call, we also develop and maintain great memories. It’s only natural when your brain is challenged with a number of different tasks all at once. We very quickly learn the basics of what each client needs us to do and can draw on that very quickly when the calls come in. We find that we get familiar with their clients as would happen if our clients did employ their own receptionist.
3 Small Team – Yes we are a small team, but this works fantastically well, because we can communicate with each other very quickly and efficiently to ensure that information is passed onto the rest of the team. Our computer system allows us to add reminders and notes on changes and the whereabouts of our clients, but we also find it a natural process to share these details with others in the team and this really does ensure that we can deal with calls efficiently and in all the right ways for our client’s requirements.
So, we’ve revealed just some of our secrets, but you can find out how we could work efficiently and effectively for you by calling 01858 439000 or emailing email@example.com