Why Backup Support Is Important In Customer Service


One of the best-kept secrets to delivering top-rate customer service is having backup support who can step in and provide a seamless solution to specific concerns or issues of customers. There will always be occasions when your receptionist or customer service representative is unable to solve or provide answers to questions or issues of clients. Proper training can significantly reduce these situations but it is always good to have a back-up plan just in case, things can escalate and there is a need for somebody who has the background and position to address such issues. It is taboo for receptionists to let a customer walk away with an “I don’t know”. In order to create a good impression and build rapport with your customer, a more acceptable and positive answer would be “let me find out”.

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