Thoughts From A Towne Operator

The Customer Service Difference

Like the other professional operators at Towne, Andrea takes hundreds of calls each day in stride. She says, “Managing calls for our clients keeps me on my toes, and I enjoy the spontaneity that comes with the different clients we serve. One minute I may be talking to a patient calling their doctor’s office, the next I’m dispatching EMS to respond to a retirement community and the next I may be helping someone book an appointment at a hair salon. It’s all important.”

The key, Andrea believes, is understanding the preferences and priorities of each business, and treating all callers as if they are her own customers. “Our goal is to focus on one call at a time, delivering the best customer service each time, and to be diligent with any follow-up that’s needed,” she says. “It’s all about personalized attention.”

After nearly ten years with Towne, she has seen trends change. “When I first started, it tended to be more about gathering basic information; name, number, and message,” she says. “Now we add levels of customer service to each client based on whatever would help that client the most.  A lot of our clients want us to act as their receptionist, not just answering phones but also knowing enough about their businesses to ask their customers questions and provide answers that are beyond just passing along messages.

When People Care About What They Do 

“I love it when we hear, ‘It seems like you really care and you went the extra mile,” Andrea says, adding, “Sometimes callers tell us they don’t even realize we’re an answering service and aren’t part of a client’s in-house staff. That’s what differentiates us.”

With this attention to friendly, professional customer service, Andrea and the team at Towne are out to change people’s minds about how they perceive answering services. “Customers feel more safe about the type of business or service they’re investing in if they know that business has committed to having someone available to talk to them consistently when they need it.”  

Andrea is just one of the trained, professional receptionists that work from Towne’s Souderton, Pennsylvania, call center, serving clients locally and nationally. With over 65 years of experience, the team at Towne has a long track record of excellence, along with the client referrals and testimonials to reflect it.

To learn how the operators at Towne can represent your business and care for your customers, call us at 215-660-0800 for a free consultation. You can also browse our website to learn more about our various business solutions and service commitment, and how we can partner with your business to provide personalized, exceptional customer care that meets your specific challenges and goals.