At Specialty Answering Service, we strive to provide a great service and have an amazing customer service team when there are bumps in the road. We have a growing team of eager, friendly, and overall amazing support reps who kick butt day in and day out, so we decided to ask them what makes them a great customer service representative and why they love their job.

Annie B.

Why do you enjoy customer service?

Because I love helping people and problem solving!

What makes you great at customer service?

I’m good at putting myself in the caller’s shoes. When someone needs assistance, the last thing they need is a support rep that is disinterested. It happens all the time when I call my phone company!

Barb A.

Why do you enjoy customer service?

I feel that I can truly help someone’s business by providing great customer service! Most of our clients are small businesses and they rely on our answering service. If they are having a problem, they need to know that there is someone who can help them in a timely manner so they can focus on running their business. I like being able to help someone and I know that they appreciate it!

What makes you great at customer service?

I owned a small business and I know how important it is to provide good customer service!

Jessica R.

Why do you enjoy customer service?

I love solving problems and making a difference!

What makes you great at customer service?

I have the patience of a Saint and I love to practice active listening.

Mollie W.

Why do you enjoy customer service?

I enjoy customer service because every day is different. You never have the same day twice and that’s exciting. Knowing that you’re coming to work and going to have new experiences is reassuring. If you have a bad day one day, you know the next day will bring new opportunities!

What makes you great at customer service?

Patience. Sometimes there are customers that are less than thrilled, but the way you handle it and the way you talk to them makes a world of difference. Patience and understanding are two important qualities that I think customer service reps must have.

Kelly D.

Why do you enjoy customer service?

I enjoy being able to help others who may have questions or problems with their accounts. I always wanted to work in a field where I made a difference and was able to help at least one person a day. Being able to help people by answering questions, solving script issues or looking into their calls for them truly makes me feel like I was able to make someones day a little bit easier.

What makes you great at customer service?

I love interacting with people. Being able to talk to someone on a personal level makes the caller feel that they are important, and their issues are being heard. I am a problem solver, so I will try and figure out any way to make a situation better, no matter how big or small the issue is.

Alex S.

Why do you enjoy customer service?

It allows me to work with customers to problem solve! There is nothing more satisfying than struggling with an issue and then having the solution come to you in a bolt of clarity.

What makes you great at customer service?

It allows me to think creatively. No two issues are ever the same and no two people are ever the same, so each new case is like trying to find the pieces to complete the puzzle.

Sheila F.

Why do you enjoy customer service?

I enjoy customer service because I help people and it feels good. Every issue is different and I enjoy troubleshooting to come up with the answers.

What makes you great at customer service?

I know a lot of ways to get to the bottom of what the client needs/wants. I am very patient and I know the systems well.

Danielle V.

Why do you enjoy customer service?

I am able to come up with creative solutions that genuinely help businesses grow.

What makes you great at customer service?

I would say that I’m really good at empathizing with our clients when it comes to misunderstandings, and resolving issues quickly.

Kaila H.

Why do you enjoy customer service?

I enjoy talking to people and taking their complex problems and solving them. It’s rewarding when someone has an issue and you’re able to think of multiple solutions.

What makes you great at customer service?

I think having the ability to multitask and think of multiple different ways to solve a problem makes me good at customer service. If you let the customer feel in control of the outcome, your response is usually better.

The post What Makes a Great Customer Service Representative? appeared first on Specialty Answering Service.

To help put you in the shoes (or headset) of a virtual receptionist, we interviewed Krystle M., one of our long time answering service agents. Keep reading to hear some great stories and to get amazing tips for beginners on how to survive working at a call center.

1. Tell us a little about yourself, Krystle. 

I am one of the operators at SAS and have been working in the answering service industry for 10 years.

2. What’s your favorite part of being a customer service representative?

Being able to speak to people all over the United States.

3. Is it hard to talk on the phone when you get home?

Yes. I usually don’t answer calls at home, I only text.

4. Have you ever lost your voice from talking on the phone so much?

No, but my throat gets really dry, so I drink a lot of water all day.

5. What’s the hardest part(s) of working in a call center?

As in any other job, you can’t please everyone.

6. How do you handle stressful situations at work? (e.g., upset callers, being on the phone all day, etc.)

I just get up from my station and take a break to collect myself.

7. Describe the strangest call you’ve ever received at work.

I had a person call swearing someone was playing a prank on her by throwing dog feces all over her yard. Then she said that she has all of these holes all over my yard. Well come to find out she had her lawn aerated.

8. What’s the most awkward way a company has asked you to answer their phones?

“Sexual addiction hotline how may I help you?”

9. On average, how many different companies do you think you represent each day?

300.

10. In 10 words or less, how would you describe the work environment in a call center?

Roller coaster of emotions.

11. Do you have any tips on keeping a good tone throughout your shift?

Getting an angry tone won’t make anything better, so try to calm the situation.

12. What kind of advice would you give to a new hire?

Don’t take any calls personal.

13. Is it hard not to laugh if someone gives you a funny email address?

No, I keep it professional.

14. What do you do in between taking phone calls?

Check over accounts to make sure there is nothing that needs to be done.

15. What’s your favorite snack to eat at work?

Anything.

16. What do you do when you’re not sure how to answer a caller’s question?

I just apologize to them and explain that I am the receptionist and not qualified to answer their particular question.

The post Meet Your Virtual Receptionists: Krystle M. appeared first on Specialty Answering Service.

We thought it would be interesting to ask our agents about their experience as virtual receptionists, so we’re launching a staff Q&A series where you can meet the people behind the scenes that represent your business! To kick off this series, we’re introducing you to one of our answering service’s most experienced staff members, Michelle D.

1. Tell us a little about yourself, Michelle.

I’m one of the floor managers with SAS. I’ve been working in the answering service industry for the most part since I was 15 years old.

2. What’s your favorite part of being a customer service representative?

I enjoy when I can actually help someone even just a little, and I get to do that with some of our calls. It could be just to lend them an ear to vent, or help calm them down when they are upset.

3. Is it hard to talk on the phone when you get home?

Yes, I hate to talk on the phone when I get home at night.

4. Have you ever lost your voice from talking on the phone so much?

No, I’ve never lost it all the way, but have become pretty raspy at times.

5. What’s the hardest part(s) of working in a call center?

The hardest part for me would be trying to remember every single account.

6. How do you deal with call center stress? (e.g., handling upset callers, being on the phone all day, etc.)

I take a break for a few minutes. It helps just to step away from my desk and go outside and enjoy the sunshine. Then when I come back in I am refreshed and forgot about the last hard call.

7. Describe the strangest call you’ve ever received at work.

After saying the answering phrase a guy said “can I kiss your big toe?” I said “excuse me?” and he said it again. I was so taken off guard that I did not know what to say so I said “I am sorry but I think you have the wrong number.” He laughed and said “I am so sorry my wife works in the office and I thought you were her.”

I did have another strange hard call. It was back when I was probably 17. We answered for a certain hotline (that I won’t say the name of). A guy called needing to speak to a counselor, he had been drinking and saying he wanted to walk off the curb into traffic. I tried reaching everyone I could but nobody on call would answer their phones. I kept the caller on the line with me trying to calm him down telling him everything he needed to hear like his life was worth it, and he would be okay, that kind of stuff. I asked him for landmarks of where he was and figured it out. I called the local PD and stayed on the phone with him until they arrived. The guy called me the next day thanking me, I even received a letter of accommodation from the Hotline. That was a very good day!

8. What’s the most awkward way a company has asked you to answer their phones?

The hardest one was saying: “Sexual Addiction Hotline how may I help you?” They did end up changing the answering phrase.

9. On average, how many different companies do you think you represent each day?

Around 400-500 but I am not totally sure.

10. In 10 words or less, how would you describe the call center atmosphere?

Very fast paced and different.

11. Do you have any tips on keeping a good tone throughout your shift?

I have to remember that these callers don’t know me and I don’t know them. I also remind myself that a lot of them are having a hard day so I need to keep patient with them. The hardest calls are the hospice calls when a caller is notifying the company that their loved one just passed away. Those callers are never ever mean or anything but it is so sad to hear.

12. What kind of advice would you give to new call center hires?

I tell all new hires that they can’t know every single account, so ask questions!  I also tell them they are human so they will make mistakes, we all do but try to make sure you read every account as it says exactly what to do in there.

13. Is it hard not to laugh if someone gives you a funny email address?

Yes it is hard. I have giggled a few times, but so do the callers.

14. What do you do in between taking phone calls?

I do a board check. That is a way for us to check every account that has active messages. Then if something needs to be done, I do it.

15. What’s your favorite snack to eat at work?

I like to eat yogurt with granola in it. I try to keep it healthy especially since I sit all day.

16. What do you do when you’re not sure how to answer a caller’s question?

I let them know that I am the receptionist so I am not able to answer their question but I am happy to take a message and have someone who can call them.

The post Meet Your Virtual Receptionists: Michelle D. appeared first on Specialty Answering Service.