“Customer Service is Essential” – Interview with a PA
We know that customer service is vital to every business, that’s why it’s heavily ingrained in our company culture. Our PA’s are an integral part of what we do here at alldayPA, they’re carefully selected in the hiring process and then trained through an extensive course, in-house, which teaches them everything that they need to know to effectively handle all of your calls!
We sat down with one of our PA’s to ask them about what it’s like to work for a telephone answering service.
How long have you been a PA?
I have been a PA for 4 years now.
What’s your favourite part of the job?
My favourite part is definitely helping people, every caller is phoning because they need some kind of assistance. It’s really rewarding when you can help someone to resolve an issue, or give them peace of mind by letting them know that someone will return their call.
What have you learnt through being a PA?
The biggest thing that I’ve learnt through being a PA is how essential having patience is. It’s the key to delivering great customer service and also helps me to assist those callers who may be frustrated. Let the caller know that you’re listening to them by relaying information back to them. I’ve also learnt there really is no such thing as a stupid question, our supervisors are always on hand to help. If you’re unsure it’s always best to check!
What traits or skills do you think are essential to be a great PA?
In order to be a great PA, there are several skills and traits that you should have:
- Emotional intelligence
- Ability to use initiative
- Great listening skills
Do you think great customer service is a skill that comes naturally?
We have such a great in-house training program that teaches us how to deliver the best customer service so that we’re prepared from the start to help every caller. It’s a really supportive workplace and we all want to go above and beyond for our customers.
What would your advice be to people who are new to the role?
My advice would be to think of it as a customer service provider, not just a call centre. A telephone answering service is focused on giving the best service possible and being a seamless extension of the client’s business. Staying customer focused is so important, no matter what the call throws at you, stay calm and remember your training. I always ask for help when I need it, the management team are really supportive and will help us with any queries that we have.