Why Delivering a Stellar Customer Experience is Key and How Business VoIP Can Help

Have you ever had a problem or question in regards to a product you just bought and went to call the company, only to be connected with a less than friendly agent on the other line? Many of us have suffered through this type of experience, and from such situations companies have learned if it can’t client base happy can be catastrophic. Luckily, with the tips below, as well as leveraging VoIP inside of your business, you can zero in on assisting customers and ensure they walk away full satisfied.

In a recent blog post from business VoIP provider Nextiva, it revealed that the first step towards powering a high level of customer service actually starts inside your organization with your employees, rather than outside.  Shep Hyken, a customer service author, said that you must “hire the right people to fit into the culture. Then train them both technically and on how to deliver their brand of helpful customer service. The management and employees treat each other with dignity and respect, and in turn, they treat their customers in a similar fashion.”  

Known for its amazing service, Nextiva outlined some key points that will help to keep your employees feeling not only valued but needed as well. They include:

•          Compensation

It’s not a secret that a well paid employee is usually much happier than an individual working hard and struggling to just pay their bills. If they are constantly thinking about who they owe money to, it is unlikely they will be able to put 100 percent into helping clients and delivering a high level of service. Thus, be sure to pay your workers fairly and reward them for a job well done with a raise.

•          Respect

No matter if you are a major corporation or a small- to medium-sized business (SMB), you must continuously make an attempt to recognize the efforts of your staff. When they work hard, giving them a pat on the back is very important. If you do this consistently, you can be sure that they will be much more likely to take that extra step in customer service scenarios.

•          Honesty is vital

The blog post stated, “Employees will be honest in their dealing with customers if the small business owner is. Whatever example the CEO sets will be directly mirrored by employees. An honest executive says by their actions that nothing else will be tolerated at their company.”

•          Training must be never ending

Employees must have certain skill sets in order to be aware and relay the information customers are requiring. Training a new employee and then never going back to make sure they skills are continuously growing is big “no no” since technology and a company’s suite are ever-changing. You must know that your employees are fully confident in the knowledge they posses to help customers in the shortest period of time and bring that level of customer service to an unparalleled level.

Moreover, when a company is leveraging voice over Internet protocol (VoIP), they can route clients to the ideal agent to help them with their specific issue in a very short period of time and the call quality will always be at the highest level possible. 

 I’m sure that you know the saying, “Treat others as you want to be treated.” That statement is true not only in life, but in a business environment as well.

Edited by Ashley Caputo