There are basic rules regarding customer service that everyone is expected to follow. Be kind and polite, speak clearly, and so forth. But, even though your customers may not show their displeasure through digital communication, you could be making mistakes that are turning them off from your telecom service. These simple errors are easy to make, and are quite common, so it’s important to fix them promptly. Encouraging maximum customer satisfaction will ensure success! Read on to see if you’re making any of the following telecom service mistakes.
Are you personalizing interactions?
Customers want to know that they are personally important to you. Each interaction should be adjusted; nothing should sound robotic or scripted to the customer. Personalization and friendly but professional communication is an art that employees need to master in order to maximize customer satisfaction. Ask about their day, or their hobbies. Don’t be afraid to use their name frequently, and keep your tone light and welcoming.
Are you responding in a timely manner?
If customers are calling and are constantly getting a busy signal, they won’t make a formal complaint–they’ll just stop calling. This means your success will suffer. One of the easiest solutions to this problem is to set up an interactive voice responder, or an IVR; this directs the customer to the appropriate department through keypad or voice interaction. It ensures customers are always being attended to, even if all employees are busy with others.
Do you have a callback system?
Your customers need to be assured that they’ll be contacted if all of your attendants are busy. Sometimes, inquiries cannot be answered through an IVR and require personal interaction. And, while an IVR is much better than a busy signal, it’s important for the customer to be contacted quickly if they do leave a message. There should be a web-based visual callback system in place, so you can always be aware of who needs a response.
ACC Telecom has many telecom service solutions to help you succeed!
We offer voice and data security services that are reliable, simple, and affordable. ACC Telecom is certain to be the right telecommunications company for businesses everywhere. We have been providing expert service and advice since 1979 and can meet all of your telecommunications needs. We offer a wide range of business phone and video surveillance systems to meet the needs of any organization. We have been helping build the future of communications for business all across Maryland, DC, and Northern VA.
Please contact ACC Telecom to request service or a quote. Send an email to email@example.com or give us a call at any of the following numbers:
- 410-995-0101 (main)
- 888-226-2216 (toll-free)
- 202-347-0127 (Washington DC)
- 703-281-3400 (Northern VA)
- 301-621-4646 (Western MD)
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