Top Phone Management Tips for the Oil and Gas Industry

In the oil and gas industry, communication is key to success. From customer calls to organizing employees, your telephone system is likely to become a lifeline for your business. Here are some top phone management tips for businesses in the oil and gas industry that will help you keep things flowing smoothly.

Give your customers easy access

Whether they’re having repair issues with their natural gas appliances or they need to discuss their bill, your customers may need to speak with someone at any time, day or night. While it’s not always practical to keep a full telephone staff on call around the clock, you can still use a live answering service during non-business hours so your customers have a real person to speak to.

An answering service can prioritize issues and delegate jobs to engineers and repair staff. They can also take messages for other departments such as billing and finance. By being available when your customers need you–and by calling them back as soon as you can during business hours–you provide better customer service and build customer loyalty.

Don’t make customers jump through hoops to speak to someone

Many customers hate spending ages typing in their account number, pressing buttons to respond to automated questions, and waiting forever to speak to a live person. Simplify the process as much as possible and get your callers to a live person as soon as possible. This reduces frustration and can actually save time for you and your customers.

Remember to appreciate your customers

Especially in the oil and gas industry, it seems that customers only call when there’s a problem or they have a complaint. Complacency in customer service can be a dangerous thing, especially when a business feels that they are irreplaceable in the eyes of their customers. They may rely on you, but that doesn’t mean they won’t complain to others if you don’t provide them with respectful and efficient customer service. Treat every customer as though they are your only customer and they’ll happily share their experience with others.

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