Why Service-level agreements are necessary A service-level agreement (SLA) is a contract between a service provider and its internal or external customers that documents what services the provider will provide and it defines the service standards the provider is obligated to meet. Service providers need service level agreements to help them manage customer expectations and
With the advancement of technology, companies are in need of more bandwidth. Internet is becoming increasingly commoditized and there are no signs of this changing. Businesses are aware that they need business internet services, but a number of them fail to realize that not all business internet services are the same. There are two main
Know Your ProductHaving product knowledge is an essential skill for both salespeople and customer service representatives. By having the ability to understand your product’s features, it allows you to break down benefits, features, and potential troubleshooting issues. This creates trust & confidence for your customers.
FriendlinessHaving a friendly attitude is essential to excellent customer service. Having a friendly attitude shows that you value your customers. Customers want to deal with employees that they genuinely believe care about their problems and not someone who seems inconvenienced or bothered by their questions and concerns. A friendly employee should be warm, show courtesy by acknowledging customers immediately, being attentive, and genuinely working to resolve a customer’s issue.
Training StaffIt is impossible for a company to have excellent customer service without training their staff. When dealing with customer service, there are 5 critical skills that need to be addressed: empathy, positivity, patient, clarity, and improvement. Empathy is the most fundamental customer service skill since it emphasizes helping customers be happy & successful. Positivity refers to the language and tone you use when communicating with customers. Subtle changes in word choice and tone can have a huge difference in how a customer perceives your customer service. Patience is crucial in customer service because not all customers have a quick and easy question. Some questions and concerns can be complex and cause frustration for both you and the customer. The worst thing you can do is lose your cool when dealing with a customer and potentially ruin your relationship with that customer. Clarity creates trustworthiness, dependability, and smooth support for customers. Training shouldn’t just be when a person gets hired, companies need to have a culture of continuous improvement when it comes to customer service. There is always room for improvement and if you aren’t improving in regards to customer service, there are other companies out there willing to and they can potentially convert your customers.
ListeningEmpathy begins with listening. Listening shows that you are engaged in what the customer is relaying to you and you are focused on a resolution. Active listening reduces the chances of miscommunication which can increase the likelihood of frustration for both you and the customer. Committing your full attention throughout an entire interaction keeps the focus on the customer and their needs. Your customer will appreciate it whether they express it or not.
FeedbackCustomer feedback is the last piece of the puzzle. It is one of the easiest ways a company can learn to provide excellent customer service in the future. Successful companies are successful because they continually look for ways to be better and customer service is a key area that companies focus on. Companies need to focus on accepting feedback and also purposely asking for it. Getting both good and bad feedback will help improve customer service going forward. There are numerous ways to get customer feedback including online feedback forms, email surveys, polls, live chat support, and monitoring social channels.
Every company needs a telecommunications provider. The telecommunication services your company uses, from phones to internet connectivity, are facilitated and supported by a telecom carrier. Like many buying decisions in business, finding the right solution may take some research and evaluation. If you choose the wrong telecom carrier, you’ll likely run into issues, such as