Once a customer has left the store, the telephone is the first place they will turn if they have a problem.
Shreveport, LA (PRWEB) January 23, 2013
Online reviews have become a fact of life for small business owners, and for some they have become a major headache. Rather than fretting over poor reviews, businesses should offer better support to customers who call them to complain, advises the On Hold Company in a recently-published blog post.
“Instead of looking for ways to counteract a bad review after it’s posted, businesses should focus on their level of customer service,” says Bryant Wilson, CEO of the On Hold Company. “Good service can keep that review from being posted in the first place.”
Wilson acknowledges that poor online reviews can be costly. In a blog post entitled “Don’t Let Bad Phone Service Hurt Your Online Reputation,” his company cites research by the Harvard business school that found that a one-star increase in a business's rating on Yelp can lead to a 9% increase in sales.
But Wilson, whose company makes on-hold music and messages for over 13,000 businesses, says that the telephone should be the first line of defense against these reviews.
"Once a customer has left the store, the telephone is the first place they will turn if they have a problem," says Wilson. “If I’m already unhappy, a bad phone call just adds fuel to the fire.”
Wilson says that telephone support isn't just an issue for large businesses. It can be a just as big an issue for a small business using a clerk or receptionist to answer the phone.
"Often these businesses don't provide any customer support training for the person answering the phone," says Wilson.
Wilson says that small businesses should train their staff in basic phone skills, including a standard company phone greeting, how to treat customers with respect, and how to place a customer on hold. He also says that on-hold music and messages can be a key ingredient in giving customers a better phone experience.
Readers can follow the On Hold Company blog at http://www.onholdcompany.com/blog.
About On Hold Company
On Hold Company (http://www.onholdcompany.com) is a leading provider of custom telephone on-hold music and messages. The company has been in business since 1994 and provides on-hold marketing for more than 13,000 clients across North America. On Hold Company also provides digital signage solutions, telephone voice prompts and overhead music and messaging services.