Archive for May, 2011

Great Customer Service doesn’t just happen

I started to call this blog post “Great Customer Service doesn’t just happen face-t0-face.” And while that’s true, it really doesn’t “just happen“.

Without thought, planning, strategy, and implementation, great customer service will be hit or miss at best.

Have you ever read reviews of hotels or resorts on travel sites? Why are they so widely differing so many times?

When it comes down to it, each individual customer interaction is a representative of the company, and it only takes one or two negative employees to make a really unhappy customer!

Great customer service training should be an ongoing process for you and your staff.

And in practicing what I preach, we’re heading to Atlanta next week for training from the Resource Center for Customer Service Professionals. The class is “IVR Design – Streamlining the Customer Experience“. It dives into the science and psychology of how humans interact with phone systems, and how to make give your customers a better Caller Experience.

We’ll be talking about things like:

  • Why telephone self-service is not going away (and why you’ll be glad!)
  • Ten steps to a successful IVR
  • Human factors, ergonomics, and usability
  • Designing the way your customer thinks
  • Avoiding common menu scripting pitfalls
  • Monitoring, Testing, & Tuning

…and a whole lot more! (It’s two days of solid training, after all!)

Because your phone is one individual customer interaction point that has a huge impact on how your customers and prospects perceive your company!

Have you thought about what your current Caller Experience is right now?

If you want to know how your customers feel about calling your business to do business with you, use our Caller Evaluation service to get an “outside the bottle” perspective.

Because it’s hard to read the label from inside the bottle…or inside the phone system!

VoIP in easy terms

Have you wondered about VoIP?

What is it, and why should you care?

Here’s about the most clear explanation I’ve read…

From Midwest Computech:

How it Works
The foundation of the VOIP system is the internet, of course. Anywhere with high speed internet, VOIP can be used (dial-up need not apply). Structured on an internet protocol and packet system, the phones convert sounds into a digital format recognized by the receiving computers and transmit the contents across the internet to the next location. While quite a simplistic definition, the idea is that, instead of being tied to the physical locations determined by phone companies, VOIP uses computer internet relays to route calls. read more…

Does your company use a VoIP phone system? What do you like about it? What do you hate about it?

Let us know in the comments!