Telecom Expense Management and Call Accounting Technology!

Telecom Expense Management and Call Accounting Blog!

Want updates in your inbox?

  • Home
  • Blog
  • 4 Tips for Delivering Great Customer Service (That Never Grow Old)

4 Tips for Delivering Great Customer Service (That Never Grow Old)

great-customer-service

Customer service. What do those words conjure up in your mind? Chances are it's not good. Long lines, endless waits in the phone queue, robot operators who repeat "Okay, so…" over and over again until you are numb.​

Most of us are pretty good at articulating what we don't like in a customer service experience. But what do we want?​

At TTI, we have learned a few things about customer service over the years. And, in a world where automation has taken over so much of the service industry, there are a few basics that never go out of style. Here they are. Ask yourself, "Is my company delivering on these?"​

  1. Let them have it their way: Given today's technology, not everyone wants a phone call. But if they do, you need to be there to take it. Even those who communicate via email may have more complex questions that a quick phone call can tackle. Others may prefer to use text; especially younger customers. Some prefer the online convenience of a chat session. Are you set up to deliver service to meet each need?​
  2. Don't make promises you can't keep: As old as this rule of thumb is, we all continue to experience the agony of promises not kept. "We'll be there at 2:00" too often turns out to be 5:00. "I'll get right back to you" may stretch to the next day. Be precise as to what your customer can expect and then deliver on it. Or, at least follow up and advise of delays before the delay itself!​
  3. Listen to complaints and Adjust: Ironically some of the strongest customer relationships are built after working through a difficult issue. When mistakes are made, listen to the complaint, just as you would want your own issues listened to. Then, when applicable, make adjustments to correct the problem. Finally, get back to the client and inform them of your progress towards amending the issue. Do this and, chances are, you'll have a customer for life.​
  4. Do random "check-ins": When was the last time you got a "Just checking in with you" call; one that wasn't a prelude to a sales pitch? Make it a point to check in with your customers at least once per quarter, it not sooner. This is where you can use technology if the size of your database makes personal calls unfeasible. The point is to avoid leaving customers dangling out there, ripe for picking by your competitors!​

​Remember that, key to achieving the above goals, is having the right people (and technology) in place. People skills, even when used with technology, are still the heart and soul of a great customer service experience.

This is (Still) the Way to Save Money
Is it Time to Give Your Vendors a Report Card?

About TeleManagement Technologies, Inc.

TeleManagement Technologies, Incorporated (TTI) provides Telecom Expense Management and Call Accounting solutions designed to effectively track, integrate, manage and protect an organization's information technology resources. TTI's TEM solution, WinBill®, has developed a reputation for an impressive ROI, with clients reporting savings of 300% or more! WinCall® Call Accounting tracks all domestic and international locations regardless of PBX type (analog, digital, VoIP) to facilitate internal bill back, identify PBX toll fraud and increase employee productivity. Extensive reporting capabilities are also included for planning purposes. TTI's experienced, responsive support team helps keep CFOs and IT/Telecom departments in total control of their technology expenses.

Since 1987, TTI has been designing software products that provide a better solution to managing corporate technology, inventory, expenses and services. For more information, visit www.telmantec.com.

Check out other recent posts by TTI

Inc. Magazine recently wrote about Steve Jobs' return to a floundering Apple, back in 1997, and how he restored focus and innovation to get the company back on its feet and into an unprecedented period of growth. And, as they say, the rest is history...
​Believe it or not we're heading into the last quarter of the year. This is the time when everyone tries to knuckle down and get some things done. It's also the time when you go back and look at all the things you were supposed to accomplish this yea...
Today's IT departments are facing plenty of new security challenges, especially those supporting employees who work remotely. As you know, this is a trend that really took off with generation Y employees (millennials) seeking employers who could offe...
​When was the last time you reviewed all the various provider contracts sitting in your drawers or file cabinets? Chances are you could be saving much more by identifying and eliminating unnecessary services and products and negotiating better deals....
The Internet of Things. Better known as IoT, a technological phenomenon born from the ability to embed sensors and other components into everyday devices and items to allow us to collect data from them. Lots of data. And, while IoT brings an amazing ...
To say that IT and telecom managers have a lot of challenges these days is an understatement. One of the biggest challenges is getting budget approval to update old technologies and install new ones. Does that sound familiar? One way we work with ...

We're always happy to assist you with any questions you may have.
Just give us a call!

1-800-903-4006
This email address is being protected from spambots. You need JavaScript enabled to view it.
Inquire by Form
See more options!

Connect with us!

© 2019 TeleManagement Technologies, Inc.
Contact Us Today!  Start Saving on Your Technology Spend! 1-800-903-4006
newsletter
before content