Outstanding customer service is multi-faceted. It is not just knowing the products and services you represent and being able to explain them. Transforming good customer service into outstanding customer service is all about how you make your customer feel. Attention to detail ensures that your customers will feel valued and important, as they should. Continue reading
The key to the success of any small business is productivity but at times, there are so many extraneous tasks that need to be done that you really feel like your productivity is nowhere near where you need it to be. However, by putting a few guidelines in place, you can see your productivity soar.
Why do businesses record calls? As many recorded messages will tell you when you’re on a recorded phone line, “for quality assurance purposes.” Many companies have staff that review recorded calls to determine: Continue reading
Investing time in your customer information can bring your business a lot of value. You can improve customer satisfaction, increase sales, boost engagement, and help fill your sales pipeline by building your customer relationship management tools. Continue reading
There are multiple trends in communication that are expected to grow throughout 2014.
1. More businesses will incorporate or deepen their integration with the cloud.
The flexibility that the cloud offers companies will drive new product and service offerings. Because of this integration with the cloud, the purpose and role of IT departments within organizations will shift. Continue reading
The recent snowstorms along the east coast have been particularly detrimental to “normal” life. Numerous businesses have been adversely affected. It’s times like these that having remote operations capability becomes all the more important, and cloud-based telephony is a great way to get there. Continue reading
Are you making your customer feel important? Many customer service toll free helplines begin with the message, “Your call is important to us. Please hold for the next available customer service agent.” This is often followed by a long wait filled with very loud on-hold music, commercials, and gratitude for your patience as you continue to hold. In reality, although the words indicate the importance of the customer, it’s not at all how the customer feels. Continue reading
Are you providing customers with the information they need the first time they contact your company? Customers that have to call back to find answers get frustrated. Solving a customer’s issue on the first call can build higher levels of customer loyalty, reduce aggravation, and lead to time and money savings. Continue reading