HOW POOR CUSTOMER SERVICE CAN AFFECT YOUR HEATING, OIL, AND GAS BUSINESS

how poor customer service can affect your heating oil and gas business
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You can’t afford to ignore the value of good customer service. According to HubSpot, 90% of today’s consumers use customer service to determine if they will use a business or take their money elsewhere.
One of the main areas where heating oil and gas businesses drop the customer service ball is their phone service. When a customer places a call, they don’t want to leave a message, and they don’t want to deal with an automated system. Your customers want to speak to a live person. When they’re having a problem with their heating, they want to connect before traditional business hours. Even if it’s the middle of a weekend night, they want to connect to someone who can provide solutions to their heating problems. Being unable to connect to a real person gives them the impression that your business provides poor customer service.

Being unable to connect with a live company rep, even when it’s the middle of the night or a holiday, will cause even your most loyal customers to start calling your competition. They will keep calling around until they find a business that does have a live customer rep who will help them. Data collected by BIA Advisory Services shows that calls that are handled by a live rep are 10-15 times more likely to end in a satisfied customer than situations that are handled via digital form submission.

Having a live person handle all incoming phone calls during normal working hours isn’t a problem. However, having someone sitting by the phone with nothing to do but wait for a phone call in the middle of the night is a different story. Not only is it often difficult to find someone who is reliable, knowledgeable, and willing to work that shift, but having the extra person on your payroll eats into your profit margin.

Outsourcing is the perfect solution. Insta Answer is the best dispatching service around. We have an entire staff of experts who are happy to answer calls and provide your business with the excellent representation it deserves. Not only do we help your business attract more happy customers, but we also do it at a price you can afford!

To get the best 24/7 dispatching available, contact Insta Answer!

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Steve Samuels

A respected contact-service executive and thought-leader, Insta Answer CEO Steve Samuels has over 30 years experience in the industry. Steve posts his insights here on our blog weekly (and sometimes more.)

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