Date: 3/27/2017 5:11 PM EDT
4 Ways to
Improve Customer Experience
From the moment your customer picks up the phone, they are
looking for results from your company. What kind of impression are you leaving
with your customers via your business telephone system? Are you using your cell
phone for business in an office building? I bet you find yourself saying, “Can
you hear me now?” a lot. Are your customers stuck on hold for long periods of
time without actually speaking to a person?
In today’s marketplace, customers want immediate solutions
to their problems. And, they want their products and services to come with
exceptional customer service. The telephone is often a weakness in many
business cultures. In order for your employees to provide the level of service
your customers demand, you must provide them with the tools to get the job done
right. Your telephone system can be your competitive advantage.
Here are 4 simple ways you can improve customer experience
using your telephone systems:
|Quick Reference Sheet|
Calls. Do your employees know how to transfer a call? Who are the employees
that frequently transfer calls? Is a telephone system Quick Reference sheet
available for all employees.
In addition, to knowing which
buttons to push, it’s important that your staff provides quality customer
service when they transfer a customer to a different extension. Before you
transfer a call, please inform the customer that their call is being
transferred, and let them know why they will be transferred. Ask the customer
for permission to transfer them and wait for an answer. It’s also polite to
provide the customer with your direct number/extension in case the call gets
In any business immediate communication with your customer is important. When
you create your voice mail greeting, be sure to sound upbeat, don’t rush, and
avoid background noise. Share basic information, be courteous and smile when
you record your greeting. The most important feature of voicemail is getting
the return phone number. Did you know your phone system can give you the
call-back number? Never miss the opportunity to speak with a customer by using
the call-back feature. Need help setting up your
voicemail? Click here to see great examples of how to set up your voicemail.
Access for Employees.
It’s no secret that customers demand instant answers
to the questions they have. The key to providing instant gratification is to
provide employees with the tools they need. Can employee’s calls be routed to
their mobile phones if they are out of the office? Can voicemail be sent as an
email or text to their mobile phones? Do employees have the ability to call out
using the phone system instead of their mobile number? All of these features
provide for a better customer experience as well as employee satisfaction.
Availability. Use the
Find Me/Follow Me feature to route
calls through a user-defined list of numbers. The numbers may be called
simultaneously or sequentially, either in a preferred order or in accordance
with the user's scheduled activities and locations. Once the list has been
called and no connection made, the system may route the call to voice mail.
In the end, your business telephone system is a lifeline for
your customers and employees. It helps your business run smoothly and speaks
volumes to your customers. Make sure you put your customer first not only when
you implement products and services, but, also, when you invest in your
telephone system. Call me, Harry, at 1-888-415-2430 or email me
to learn how to improve your customer experience.
BW Communications, Inc.