Focus on Customer Service Support
Customer Service can make or break your company! At Focus every one of the people who answer your phones has taken classes in customer service and also completes regular updates and quizzes that focus on Customer Service.
It isn't often that one of our client's callers is angry when they reach us, but we know how to work with them if they are upset. That is one of the things we do very well here. We understand that sometimes a client simply needs to be heard, and sometimes they have a right to be upset. In either case the faster the problem is addressed the better the customer will feel about your company.
And now we can also provide YOUR Company with first level customer service.
We know that the way we answer your calls reflects on your company!
We can handle overflow or we can become your Customer Care Department, it is all in how you transfer your calls to us. We can work directly in your website or in our own platform and then send the information to you. You can even access our web portal - change your on-call, view your messages and print reports.
You provide a list of the kinds of calls we will receive, and the answers to the questions and issues that your callers will have. We will provide our agents with a clearly scripted decision tree so they sound knowledgeable when they are assisting your clients. Give us the tools, information and training that can help us to answer questions or even to diffuse heated situations on the spot, and your customers will be happier. There will be times when a sticky issue can be easily resolved and times when we will not be able to correct the problem and then we can quickly escalate the situation to your office.
"We have been long-standing customers of Focus because we are happy with
not only their service,
but with their customer service.
They are there for us when we are not around."
S.F. with CRC