How much are you paying to have your easy questions answered?

Are you or your most knowledgeable employees wasting time and money answering simple tier-one customer service questions? Time Communications has helped companies identify those simple questions, mapped out the answers, and implemented them into our system to insure they are handled professionally, and efficiently, by our well-trained customer service representatives.

The first step is to identify the most commonly asked questions and to find a solution to answer them. This might include having the product on our floor so our customer service representatives can actually give hands-on instruction, or might involve walking your caller through a decision tree.

The second step is to implement that solution into our system. In most instances, we will meet with the client and map out a decision tree. We also identify how the customers want their calls escalated. Options include, fax, e-mailing, and call patching to name a few.

The third is training. We know training is critical. Some of our clients visit our facility to conduct training. Others choose to use webinars. It can be as simple, or extensive, as needed or comfortable with.

The fourth is monitoring. Time Communications monitors all activity and records phone calls. There is a supervisor for every eight employees who regularly listens and evaluates phone calls based on a set criteria of excellence.


Questions? Give us a call. We would be happy to talk to you further about how we can help.

The Value of a Customer Service Support Representative

The Customer Service Support Representative is a vital link between your customers and your business. They are an extension and ambassador of your company. The value of their role is foremost the most important communication you can have with your customers.

Skills of a Valued Customer Service Support Representative

A Customer Service Support Representative has specific training and expertise in many areas. Their skills are listed but not limited to:

• How to assess customer business needs and exceed customer expectations


• Critical thinking skills to resolve incidents quickly and consistently


• Active listening skills and effective communication strategies


• How to identify and defuse challenging customer behavior


• An awareness of the core processes and best practices used in service and support
  

Training of a Valued Customer Service Support Representative

The Customer Service Support Representative may be the first and only communication that your customer has with your business. It is essential that they have the tools, knowledge and training to be successful. The Customer Service Support Representative may work in a variety of areas, in diverse ways with the principle object of helping customers. Their success will be your successes.

Rewards of a Valued Customer Service Support Representative

Make sure each Customer Service Support Representative knows their value. It is important to provide them with an environment in which to thrive and grow. Continued education and training builds confidence and that will shine through to your customers. They say you can actually hear a smile through the telephone. Incentives and rewards for accomplishments and milestones go a very long way.

The first impression that a Customer Service Support Representative makes on your customer is one that will last. The importance of learned skills, comprehensive training, and rewards makes the difference on your business. Know the value of a good Customer Service Support Representative.

Linda Dunkelberger is a freelance writer and editor working for Time Communications (www.TimeCommunications.biz). The article "The Value of a Customer Service Support Representative" highlights the advantages and value of having a skilled Customer Service Support Representative handling your business. Time Communications is a call center providing quality telecommunications services to large and small businesses since 1972.