Tuesday, November 11, 2014

Telephone Systems Service and Customer Experience

Telephone Systems Service and Customer Experience


The success of your business may hinge on offering a high quality customer service experience. Your telephone systems service company can have a direct impact on your ability to service your customers. The latest technology in phone systems, such as cloud/hostedVoIPpremise based VoIP systems and even today's digital systems offer an impressive collection of features that will offer the best customer service operations available. Without diligent staff training, though, even the most robust collection of phone systems features will not do you any good.  Office Telesystems offers a thorough training experience after your systems installation to allow you to maximize the benefits available in your investment.
Training staff to operate the telephone systems featuresincluding customer service integration, are important training topics. While basic etiquette is a requirement for anyone operating phones, there are advanced training topics that can take customer service agents from good to excellent. Their performance will directly reflect the customer satisfaction your business needs to offer in order to stay competitive.
Because auto-attendants can do so much of the call answering for administrative staff, they are at risk of losing the best phone manners in their greeting. Customers can begin to feel quantity of calls is more important than quality. Training administrative staff for short but properly worded greetings with a friendly customer service voice will help retain a warm customer oriented phone experience.  
Basic phone etiquette topics might seem remedial for some staff members, but it is amazing how many basic manners are ignored in a busy office environment.  Some rules that should be reviewed during your telephone systems service training should at least lightly assess those topics. Some of these rules would be to refrain from eating or chewing gum while on the phone.  Another important topic is how to hang up the phone properly. When operators, administrators, or customer service agents set the phone into its cradle firmly, many customers feel as if they were rudely hung up on.
An effective exercise for telephone systems service customer experience training is to practice active listening skills. Staff that can respond effectively in a variety of customer service situations will create winning situations for your business. Make sure they know the proper procedure for always asking permission before they place someone on hold and show appreciation for customers that have had to hold during a phone call. You may also have specific questions that you want every customer service agent to ask callers or information they need to relay. Including those items in training and practicing, those items will assure that your staff is going to help your business reputation grow for great customer and client experiences.
Office Telesystems understands that you have the very latest and best in telephone system technology in your office, but if it is not properly utilized and your staff is not properly trained, your investment will provide a fraction of its worth.  Contact one of our expert sales representatives today to learn more about our products and services.  972 484 4900.

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