Providing great service is the best way to ensure your customers leave satisfied each time they contact your business. It can also be a useful way to generate a positive reputation that attracts new customers.

Depending on your specific needs and available resources, there are a few ways that your business can better manage how customer communication is handled. So how should you organise your customer communication to ensure great customer service every time?

Working in shifts

If your business only has a handful of additional staff, you might find that the amount of contact from customers could begin to feel a little overwhelming, particularly during busy times.

One way to remedy this would be to split up responsibilities across all your staff. For example, divide each work day into 3 shifts, morning, afternoon and evening. During their individual window, an employee will have sole responsibility for handling incoming customer communications.

For example, they might sit on a reception desk during the morning shift. Here, they can respond to customer emails promptly, answer calls the moment they come through, and perhaps also monitor your website’s live support module. During the rest of the day, they’re able to focus wholly on the other responsibilities of their role.

This is particularly useful for two main reasons.

Firstly, it helps ensure that no potential customer is left forgotten because a busy day meant you couldn’t take their call, or an email has fallen by the wayside while staff were distracted. Instead of trying to contact you again, that potential customer might have looked to a competitor to meet their needs.

Secondly, it can benefit your whole team’s skillset. Every staff member you have gets the chance to develop their customer service skills and gain valuable experience. Staff with less experience can observe and listen to other staff while they’re in a call, or read past responses to customer emails. This can help every staff member in your team provide better customer service overall.

Full-time support

Another option you could consider would be hiring a single dedicated staff member who handles the vast majority of your customer communications. Essentially, you can hire someone who will be a visible and frequent point of contact for your customers, working mainly on a reception desk, for example. This will ensure that there’s someone on hand to provide exceptional customer service and support in a variety of ways.

This can also benefit your other staff, too. Rather than having customer support shifts frequently added to their duties, they can devote all their time and effort to their usual day-to-day responsibilities, which helps them stay focussed and engaged while reducing the stress of additional workloads.

However, this can be a significant expense to some small businesses. While hiring an additional full-time staff member does offer valuable benefits to a business, and ensures no customer contact goes unanswered, there’s a chance it just might not be affordable.

This might especially be the case in the early days of a business, where you’re still finding your feet and focussing on generating steady revenue. Instead, you might consider this option further down the line, when your business is beginning to expand and become increasingly larger and more profitable.


In some cases, separated shifts might not work as effectively for your particular business and staff. In other cases, hiring more full-time staff might not be a feasible or affordable option for your business just yet.

If you find yourself in a situation such as this, it might be a really useful option to consider outsourcing your customer service.

Instead of adding responsibilities to your staff’s current workload, a dedicated team will be ready to handle calls, respond to emails and manage your site communications throughout the day. Instead of spending time and effort finding the right person and paying an annual wage, you’ll pay a much smaller fee for access to a team of people who are already customer service experts.

You could do this in the short term to cover longer work absence, such as serious illness or maternity, or to cover for a staff member who has moved elsewhere. Or you could do it for the long term until you feel ready to bring on a new member of the team.

Benefiting your business through dedicated customer support

Growing as a business is something that you’ll want to dedicate a lot of time and energy to, especially in the early days of your business, when you’ll be handling a lot of different business issues each day.

That’s why using TradeFit’s dedicated call handling support services can be so useful to your business.

By providing our own team of experts, we can ensure that every customer that calls your business receives exceptional support each time. By freeing up time and energy for both you and your staff, you’re better able to focus on managing and growing your business. To find out more, visit our call handling page or contact us to talk to a member of our team.

Alternatively, you can request a free 14-day trial to experience our call handling support services for yourself and see how it can help your business.

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