Following our recent (2016) office move, our answering service team has been enjoying its new office digs, from cool new art in our breakroom to this inspiring motto on a wall facing our telephone agents: Smiling Faces That Care.
When thinking of the kind of message and mood we wanted to convey in our main office area, we wanted something that would speak to everyone—callers, clients and our team alike. Of course, it was also important to us that this inspiring, positive mantra could be seen right as you walk into our offices. This is what we are all about, and we want everyone to know it! We believe there is nothing more important than a call that begins and ends with positivity, understanding, support and, yes, a big smile.
Good Customer Service Requires A Smile
The relationship between customer service and smiles is an important one, and one that drives all that our answering service does.
As this Forbes article puts it, “A smile alone doesn’t guarantee excellent customer service, but it almost always starts with a smile.” This piece in the Harvard Business Review explains it this way: “The bigger the employee’s smile, the happier the customer.”
A smile is an act that sets off a chain reaction of positivity. A good call leads to a satisfied customer/caller. This satisfaction leads to greater loyalty, repeat business, referrals to friends and contacts, good reviews—and more. It’s an endless cycle of goodness and good business. Talk about a smart approach!
On the flip side, internally, we want our telephone answering service team members to feel great about what they are doing every day and to deliver service (with a smile!) that reflects satisfaction, commitment and professionalism. As Psychology Today explained, “When you smile, people treat you differently. You’re viewed as attractive, reliable, relaxed and sincere.” We want our clients and their callers to feel respected, listened to and satisfied on every call and in every interaction.
A Smile Is An Answering Service Win-Win
As Phyllis Diller said, “A smile is a curve that sets everything straight.” And we feel the same! That’s why our “Smiling Faces That Care” motto is front-and-center on our wall and in our hearts.