Business VoIP Featured Article

Improve Customer Service with Business VoIP

November 30, 2016

By Susan J. Campbell, Business VoIP Contributing Editor

One of the biggest challenges for any company is determining the best approach to customer service and sticking to the plan. As business leaders, it’s easy to assume we know what customers want. But unless we ask them for feedback and truly listen to the information, it’s possible we’re making assumptions that could lead to our downfall.

Business VoIP solutions provider, Nextiva believes that communication and how you do it has a lot to do with customer service and the customer experience. The company explores this point in a recent blog post. The company is right in that customer service has everything to do with communication. If you’re not focused on this particular channel, it’s likely you’re missing some important points.

First, how are your employees using business VoIP to communicate with customers? Do you have hard measurements in place, such as answering the phone within two rings, responding to emails within two hours or receiving a certain minimum satisfaction rating from customers? Without clear expectations and clear guidelines on how you’re going to measure performance and results, it’s tough for your employees to meet customer service expectations.

Second, it’s important to include soft skills in your expectations. This may include positivity. Train your employees to stay positive, regardless of the way the customer behaves. For instance, if you require that they answer the phone with a smile, it will shine through in their voices to the individual on the other end. It’s also a good idea to end calls on a positive note by thanking customers for calling before disconnecting the line.

Don’t forget a few other skills, such as listening. Active listening is a great way to encourage the customer and communicate that they are being heard and understood. Clarifying is also important, having employees ask as many questions as necessary to ensure the customer’s issue is fully understood. Likewise, don’t forget the importance of empathy as employees need to know how to express it genuinely to customers on the other end of the line.

Finally, don’t forget the importance of how you communicate with your employees and how they communicate with each other. For guidance on these tips and more, don’t hesitate to check out the business VoIP solution’s provider’s blog via the link above.




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