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Have you ever called a company’s support number only to find yourself stuck navigating dial pad responses and arguing with a robot? 

These days, getting a real person on the phone at a business is nearly unheard of. Automated phone services, AI messaging, and other prerecorded voice systems have replaced traditional customer service portals. There’s nothing inherently wrong with prerecorded systems—they can save you some time and overhead costs—but when your customer wants to fix an issue quickly and correctly the first time, they want to talk to a human. And with the importance of online reviews to your business or practice, it might just be worth it.

Customer service representatives don’t often get the love they deserve. That’s why for Customer Service Week we’re recognizing a few of the reasons we’re so glad to have real people answer our phones and solve our problems!

1. Customer Service Representatives Are Great Marketers

There have been many instances where great customer service interactions have gone viral. This is where CSRs can really highlight your company’s support systems. When a customer is treated well and feels appreciated, they’ll share their experience with their friends. And with word of mouth being one of the strongest forms of referral for healthcare practitioners that might mean more business!

2. They Can Solve Complex Problems More Efficiently

When customers call they expect to get to the bottom of their problems as soon as possible; being stuck in an automated loop is frustrating. Having a real person answer the phone is both a quicker and more efficient way to solve their issues. Your CSR will be able to get to the solution faster, plus your customers will feel like they’ve gotten a more complete answer.

3. CSRs Make Up an Important Segment of Our Workforce

According to the Bureau of Labor Statistics, there are almost 2.9 million customer service representatives in the United States. This makes up a significant portion of our working class. Without their support, companies wouldn’t have the capabilities to grow and expand.

4. A Positive Customer Service Experience Creates Brand Trust

Have you had an interaction with an employee who made you feel incredibly valued? That’s great customer service and it probably kept you loyal to that company. When it gets down to it, a customer service experience can be a big deciding factor in whether someone will go back to a brand or practice. Going the extra mile to make your customer smile is definitely worth it.

Here at DentalPost, you’ll get a real person every time you call. Whether you have questions about your account, need help applying to a job, or just want tips on how to write up your job listing, we’re standing by to make your day better.

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