Simplified Communications will consult with your organization to discover the best telecommunications solutions including voice services of all formats, internet services, and television. With our strategic partnerships, we represent virtually all major carriers, allowing us to provide you with an unbiased experience that will take your business towards your business goals, with no additional fees.
"Your Telecom Broker"
We all have a horror story of calling a business with a question or issue. From long hold times and endless routing options to downright rude agents, it can seem like customer service is no longer on most companies’ radar, much less the top of their to-do lists. The good news is that companies who get customer service right can easily differentiate themselves from the competition. As a business owner, it falls to you to set clear phone etiquette expectations and provide regular training for employees. Start with the following simple do's and don'ts.
Be Consistent: Everyone in your company should answer the phone the same way. Provide a script for all employees. Keep the “hello” short and include your business name as well as the employee’s name. “Hello, Bob’s Widgets, this is Sam” will suffice
Keep Quiet: It can be difficult, but staff should never interrupt a caller who has called to complain. Train employees to listen to the entire problem, no matter how long it takes. This makes the customer feel cared for and can usually diffuse the situation
Please Hold While I Transfer You: Train every employee on how to use your phone system. Everyone should know the basics, like hold and transfer. If necessary, post cheat sheets next to every phone
Provide Information:When an employee has to put a customer on hold or transfer to another person, let her know what’s happening. Train staff to give the customer a description of what they're going to do, as well an estimate of how long it will take. For example: "Mrs. Johnson, here's what I'm going to do. After we hang up, I'll immediately call the supplier. It may take me a day or two until I reach the right person. Then I'm going to tell them I need another Widget for you in purple,” and so on.
Smile: It’s true, you can actually hear a smile. And, when you’re on the phone as opposed to face-to-face, your words and inflection are even more important.
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