At Specialty Answering Service, we’ve been committed to the success of small businesses for over 30 years. We’ve helped thousands of businesses grow with the help of our live operator answering service. We’ve learned what works for businesses, and where we can improve to help you build value through your relationship with us. We’re committed to your success and we want you to get the most out of our answering service and our software platform.

We’re committed to helping you reach your business goals, which is why we believe that learning about our system is essential. In this post, you’ll learn:

1. Where to turn when you need answers or help
2. How to make some basic adjustments on your script and where messages are delivered
3. What advanced features are available at no extra cost
4. What features you can add to your subscription

1. Where to turn when you need help

Whether you have questions, concerns, or need to make updates, our customer support warriors have always got your back. You can contact customer service via phone, email and live chat Monday through Friday, 8:30am-6pm EST. In an effort to maximize our availability, we also utilize an on-call system that allows our support team to be available via email after hours and on weekends. Depending on which service level you are on, there are others ways you can get assistance as well:

Per Minute

If you are on our Advanced, or per minute service level, you have complete access to your account via your online portal and mobile app, and can make changes any time. If you have questions, you can always access our online help desk which includes a lot of helpful information, including walk through tutorials. However, if you are unable to find what you are looking for, you can send our support team a message right from your portal or app, and our reps will get back to you as soon as possible. Our normal turn around time during business hours is 2 hours or less, and our normal turn around time during after hours is within 12 hours.

Per Call

If you are on our Essentials, or per call service level, you are able to call up your own forwarding line and ask the operators for assistance. They are able to relay messages to you and make on-call/scripting updates while you are on the phone. If you need further assistance or have questions they cannot answer, they will happily create a support ticket for our in-house customer service reps to reply to as soon as possible. Our normal turn around time during business hours is 2 hours or less, and our normal turn around time during after hours is within 12 hours.

2. Let’s do some simple stuff

While our support staff is great at helping make changes to your account, some updates are simple enough that you can save yourself some time by making them yourself. These include:

• Adding and Updating your FAQs
• Changing where your messages are sent
• Updating script steps
• Adding and removing script steps

3. Advanced features you can use, for free

At Specialty Answering Service, we want to arm our customers with as many tools to help their business as possible, which means most of our advanced features come complimentary with the service. So, even if you’re on our lowest plan, you still have access to app integrations, interactive portal features, and more! Here is a comprehensive list of the advanced features you can use, free of charge:

• Rating calls: Not only can you listen to all of your calls from your online portal, you can also rate your calls 1-5 stars, and leave feedback. The feedback that is left can then be used to coach operators if their performance was poor, make scripting changes, or as examples of how calls should be handled for less experienced reps.
• Generating reports: In our online portal, users can generate a total of 9 different types of reports which can be used to help monitor monthly usage, see where your marketing attempts are paying off and what needs more attention, and more. You can even schedule automatic reports that can be sent to you daily, weekly or monthly.
• Creating call surveys: Want to know what your customers are thinking? Let us ask them! With the SAS Survey App, you can have our agents email your customers after each call, and customize the questions that we ask them. Our call surveys are a great opportunity to gather feedback from your caller, and figure out what’s working and what’s not.
• 30+ app integrations: No matter what CRM or software platform you use to manage your customer data, we’ve got an app for that. Specialty’s portal includes over 30 app integrations, including a Custom Action app which would allow users to integrate with a platform that isn’t already listed. Some other apps include Salesforce, Zendesk, Google Calendar, Google Sheets and Google Maps.
• Mobile app: As long as you’ve got an iPhone or an Android, you can have complete access to our mobile app which will allow you to check messages, listen to calls, and respond to customers, all from the palm of your hand.
• Custom status labels: In an effort to help you and your staff members stay more organized, we included an option to create custom status labels that can be attached to your calls. That way you can determine who needs a call back ASAP and from who, what was already handled, and what can wait. Of course, they are completely customizable, so you can create any status labels that you want!
• Share call details: If you’d like to share call details with your employees without giving them access to the portal themselves, you can do that by sharing call details right from the portal. You can send an email with just the message details, or you can include the recording of the call, as well as a little note to the person you are sharing the call with.
• Create and edit on-call schedules: Not only can you add and edit your on-call schedule within your SAS portal, we also offer other cool features to go along with it. For example, you have the option of manually adding your schedule, or you can upload it via .CSV file. You can also create and add specific groups for easy implementation, and you can set expiration alerts so you are notified before and after any schedules expire.

4. Like add ons? We’ve got them!

In addition to our advanced features that come complimentary with your service, we have other features that can be added on for an extra monthly charge. Some of those add-on features include:

• Outbound Return Call Service: Sometimes our answering service experiences spikes in volume which results in hold times, and sometimes people don’t like waiting. If your callers are hanging up while in the queue, you can add an outbound return call service which would allow our operators to call back anyone who has disconnected before reaching a live voice.
• Outbound Calling: Are your employees too busy for cold calls? Need to up your telemarketing game? If you’re interested in having our agents contact potential leads, you can set up an outbound calling campaign where you are able to upload the leads you’d like our agents to call out to.
• Bilingual Support: Just because you may not be able to provide bilingual support in your office, doesn’t mean your Spanish speaking customers should be left hanging. Our answering service offers 24/7 bilingual support which can help bridge any communication gaps that may be affecting your business.
• Sub Accounts: Whether you have multiple companies, or multiple departments within your company that you want to keep separate, we offer sub accounts which are situated under  your main account. Sub accounts are separate from your main account in the sense that they come with their own script and forwarding number, but they all share the same billing, which means you don’t have to worry about dealing with multiple invoices each month.
• Automated IVR: Need help routing your calls to different departments or people? Setting up an auto attendant with Specialty Answering Service is easy with our call center technology. your IVR can be as simple as pressing 1 for English or 2 for Spanish, or it can be as complex as your business is.

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1. Thank You. Do you thank your customers for their patronage? Do you send out handwritten thank you notes? Do you take the time to praise staff, not just in private, but in public, for their exceptional efforts? If you aren’t using the words “thank you” daily, then make it a point to start. People love being appreciated, and they’ll work harder when they know you care!
2. Marketing. How much of your budget do you spend on marketing? Too much? Too little? Whether you send out mailers or email blasts, invest in infomercials, or flood social media with ads, you need to achieve a balance between what you are spending, and your ROI. If you don’t have an in-house marketing team to guide you, consider the next word in our list.
3. Outsourcing. When you are drowning in responsibilities and don’t have the staff or the time to get things done, outsourcing can be a lifeline. Perhaps your phones calls are being handled by a respected answering service. Maybe you outsource to a well-known marketing firm to help you make a name for yourself in your industry. Whatever your needs, outsourcing can help.
4. Customer Service. Exceptional customer service. If you want to ensure repeat business, you need to show consumers how much you value the fact that they choose your retailer instead of your competition. Be friendly. Be helpful. And most importantly, be there when they need you. Customer service doesn’t end at the checkout.
5. Partnership. Business = partnerships. You are in a partnership with your colleagues, your employees, your management team, your clients, your vendors, etc. You are in a partnership with anyone who is involved in keeping your business going. Establishing strong partnerships is only the first step. Cultivate them daily, and your business will be stronger for it.
6. Leadership. To quote The American President, “People want leadership…and in the absence of genuine leadership they’ll listen to anyone who steps up to the microphone.” Are you a good leader or a great leader? Maybe you aren’t a leader at all. Just as a ship needs a captain, every business needs a steadfast, trusted leader to plot a course towards success.
7. Purpose. AKA mission, vision, or goal. What is your business trying to accomplish or create? What is the vision you are working hard to attain? What is your ideal end result? If you don’t know, then make a plan, decide what to do first, and do it. Commit to that goal. You’ve heard of the book The Purpose Driven Life. Well, the same goes for your business.
8. People. People decide what a company should sell or do. People lead others towards that goal. Other people carry out that goal. Then, more people make the purchases that bring in revenue, and the cycle starts over. When everyone plays their part, the end result will be even better than you expected. So, treat people well. Your success depends on it.
9. Prioritize. “Get your priorities straight.” Someone coined this phrase for a reason. For example, if you spend too much time deciding what kind of lunch to serve at the board meeting, and too little time preparing for the meeting itself, then let’s just say the board will not be happy. If you don’t properly align your priorities, some aspect of your business will inevitably suffer.
10. Integrity. Or honesty, whichever word you prefer. This is self-explanatory. Are you a trustworthy leader? Do your employees believe you have their best interest at heart? Do your customers think your prices are fair and your commitment to service excellence is unwavering? If your staff doesn’t trust you, then customers won’t, either. And no trust = no profit.
11. What do you think? Bill Marriott, Chairman of Marriott International, believes these words are the key to success. Including others in decision making and listening to feedback empowers staff to create a stronger infrastructure and a more profitable business model. Asking others what they think fosters a greater sense of self-confidence, and pride in their work.
12. Communication. How are your communication skills? Does your assistant need a cipher to figure out what you need her to do? Do your employees have a clear picture of what you expect of them? Just because something makes sense in your head, doesn’t mean it makes sense to anyone else. Take stock of your communication skills, and work on perfecting them!
13. Creativity. Think outside of the box. Try something different. Don’t be content with the same ole stuff. Creativity opens doors. It keeps things fresh and exciting for employees, and it shows customers that you are dedicated to providing them with the most up-to-date products and efficient service in the marketplace. What creative solutions can you bring to the table?
14. Fun. If work always feels like drudgery, then what incentive do your employees have to put their best foot forward? Employee satisfaction is your biggest asset because it inspires motivation, leads to better customer service, happier customers, and inevitably, greater profit. Make every effort to improve work-life balance. The ROI will be worth it.

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In almost all of these customer service situations, I felt like the customers I was dealing with were just flat out wrong. Nonetheless, the old axiom “The Customer is Always Right” inevitably popped into my head, changing the course of handling the call. So how do you make the customer right, even when they’re wrong? And is that really the best practice for your business? There are opposing views on the subject, and both camps have valid reasoning. At the end of the day, though, maybe the answers live somewhere smack in the middle. There are certain techniques that every business should consider a priority, and in doing so, both customers and employees alike will reap the benefits.

Do #1: Do let your customers know that you appreciate their business.

Knowing how to thank a customer for their business is often lost in customer service. This means utilizing follow-up calls or surveys to ensure that the issue has been resolved to their satisfaction. And never underestimate the value of a hand-written thank you note. That small personal touch will separate your business from your competitors.

Do #2. Do make your policies and procedures clear.

Are your employees up to speed on the ins and outs of your customer care protocol? Is it written down, or just “understood” around the office? Any great customer service department has a documented practice for managing customers’ concerns, and its employees are well aware of “the rules.” So, convey this information to your first-contact staff. Schedule regular meetings to discuss what works and what doesn’t, and adjust your techniques accordingly.

Do #3. Do focus on proper business phone etiquette.

When you contact a business, what kind of service do you expect? Do you want to speak with attentive, reliable customer service agents? Of course you do – and so do your customers. Training is a key factor in ensuring the very best experience for every caller, and goes a long way towards first-call resolution stats. Focus on prompt, competent, friendly service. It works, and it paves the way for referred business and a stronger bottom line.

Do #4. Do personalize every call.

Using a customer’s name during a service call sets the tone, showing patrons that they aren’t just another sale, but a real person whose business can make or break yours. Addressing callers by name or asking them how they’d like to be addressed presents the image that you have a vested interest in the outcome of their situation, that your employees are empathetic, and can see the problem from the customer’s vantage point. Talk to callers more like friends and less like dollar signs.

Do #5. Do reward good behavior.

Your employees, not your customers, are your biggest asset. Happy staff leads to increased productivity and a more upbeat approach to customer service. If you don’t already have KPIs in place, create some. When your workers hit those benchmarks, reward them. It can be something as simple as a few extra hours of personal leave, a catered lunch, or even a salary increase down the line. Letting employees know that they are meeting or exceeding your expectations gives them the confidence and motivation to work harder and improve your company’s credibility and reputation for the very best customer care in your industry.

Do #6. Do reframe the issue.

While customers may be quick to list you as their principal problem, it is the service agent’s responsibility to reframe their dilemma. When people are frustrated, their first inclination is to find a scapegoat. Therefore, it should be your first order of business to turn the situation from a “You vs. Them” scenario to an “Us vs. Challenge” scenario. Be positive and action oriented, and your customers will be, too.

Don’t #1: Don’t play the blame game.

When you’re wrong, say you’re wrong. Never argue with a customer. It’s a surefire way to send them packing. Take responsibility for the problem, and then take responsibility for following up with a timely resolution. When something goes wrong with a product, transaction, service, or whatever it is that you are peddling, it’s every employee’s responsibility to work towards a positive outcome.

Don’t #2. Don’t reward bad behavior.

Yes, you want to retain as many customers as possible; otherwise, you’d have no profits to speak of. However, there will be callers who will go out of their way to malign your staff when something doesn’t go their way. When their expectations are totally unrealistic, they demand discounts or free merchandise, or completely disregard the fact that your staff has feelings, then do not give in to their wishes. Doing so shows employees that you share the same disregard for their right to be treated with respect, and it encourages resentment in the workplace – a harbinger of “the beginning of the end.” Employees who don’t feel valued have no desire to work, or at least not work well. Why should they care about customers if you don’t care about their needs? Sometimes, it is necessary for management to take sides. When you see your staff being treated unfairly, make sure their side is the one you take.

Don’t #3. Don’t be afraid of negative online reviews.

Research shows that 96% of unhappy customers won’t complain, but 91% will simply walk away from your business and never come back. How can you improve your products and services if you don’t know what people think? When customers take the time to tell you how they are feeling, let them explain their concerns fully before attempting to jump to a resolution. The more you know, the greater the chance a particular issue will not recur with the complainant, or any future customers.

Don’t #4. Don’t forget to use customer service keywords and phrases in every exchange.

“How can I help you?” “I’m sorry you’re having a difficult experience. What can I do to alleviate your concerns?” “I’ll follow up to ensure this issue is resolved as quickly as possible.” “I don’t know the answer to that question, but let me find out and get back to you.” Several key phrases have the ability to immediately deescalate a sticky situation. Make these a part of new employee training, and regularly remind your staff that a little understanding goes a long way.

The bottom line is, whether the customer is right or wrong isn’t the question. The real question is, how will your company’s management team address customers’ concerns, and would you rather give offensive customers everything they want at the expense of your staff, or give staff the respect they deserve at the expense of a few accounts? Not every situation will have an ideal outcome, and there are exceptions to every rule. So, put your best foot forward with the intent to satisfy all parties, and for everything else, you’ll cross that bridge when you come to it.

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Optimism, while undeniably great fodder for countless jokes, is one of the most critical components in successful businesses. Nowhere are the benefits of a positive attitude more prevalent than in the customer service industry. One of the most powerful tools customer service warriors have at their disposal when interacting with a customer is their attitude. Fortunately, just like any tool, attitude can be shaped and sharpened to serve virtually any purpose.

Before interacting with a client, clear your mind of negative thoughts, focus on the present, and visualize the best possible customer service outcome – the outcome where the customer is happy. This simple visualization can make all the difference; here’s why:

Remember: Positivity is contagious.

If you work in customer service, you have undoubtedly faced your fair share of irritated customers. More than likely, you have also dealt with customers who are insulting and offensive. In these situations, it is easy to get caught up in the negativity of the individual that you are attempting to help. Conversations that start with the best intentions can quickly end in frustration and dis-satisfactory experiences for the agent and customer alike. However, it doesn’t have to be that way. Here are a few tips make sure your positivity is viral:

• Kill them with kindness: If your customer says something offensive, empathize with them, and tell them that you know these situations can be frustrating.
• You aren’t the enemy: If your customer starts making you the enemy, remind them that you are on their team, attempting to tackle their problem together.
• Be a builder: Reframe the mindset of the person you are working with by setting a positive example.
• Always stay positive: Show them that you won’t be fazed by pessimism and that you will remain positive no matter what.

Solving problems turns angry into happy. Stay action-oriented.

Remaining positive allows you to focus on solutions rather than problems, and it will make you a more effective customer service agent. Certainly, you must take the time to understand the issues that a customer is facing; nonetheless, all of these challenges should be framed as opportunities for you to demonstrate your superior problem solving skills. Here are some tips to expedite the problem solving process:

• Break down problems: To keep things from becoming overwhelming, break the larger problem down into its component parts, and create a plan for solving each part. If a customer has a problem with customer service, billing, and their order, handle one issue at a time.
• Stay confident: Your confidence in a prompt resolution will help to alleviate any tension that your customer may be feeling. If you think the
• Let your optimism shine: The more optimistic and proactive you are, the more likely that your self-assured attitude will rub off on your client. They’ll be happier and your work environment won’t be nearly as stressful.

Handling problems is stressful. You can manage it.

Customer service is an industry that is oftentimes defined by prolonged periods of tension. A 2013 study from the National Academy of Sciences proved that the human body and brain were not designed for extended stress. But brief stress is actually good for performance. Our prehistoric ancestors had intermittent, short-lived moments of stress. They saw the saber-toothed tiger and they either ran away, or they became lunch. Thanks to evolution, our bodies have adapted to these types of stressful situations and, consequently, humans are actually shown to have improved performance during brief spurts of stress.

Yet, the modern workplace is not defined by short periods of highly stressful situations. Due to irritating bosses, frustrating customers and bad attitudes, most workplaces are about as nerve-wracking as having a saber-toothed tiger sitting behind you for eight hours straight. In order to survive in these settings, we have to reduce or eliminate as many stressors as possible. The easiest way to do this is to circle back to the premise of this post and maintain a positive attitude.

The right approach to customer service interactions can make your job easier. When you change a customer’s outlook from negative to positive, they aren’t the only ones who will reap the benefits. So be happy. It’s not just good for your customers; it’s good for you!

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