Levels of Customer Service
September 27, 2012 @ 01:15 PM | By Anusha Karnad

A few years back when I started my career as a customer service assistant, I remember frequently hearing the terms “customer satisfaction” and “customer service”.  Initially I found it hard to understand why there was such emphasis placed on these two terms. As time went on, I realized that the level of customer service provided will determine just how satisfied a customer really is.

There are two local stores I can shop at in my area; both provide the same items, yet one is always more crowded than the other. Often times I shop at the less crowded store for the sake of saving time; however, I have shopped at both stores and can say there is definitely a difference in how each conducts their business. While I don’t necessarily have anything negative to say about the one that usually has the least amount of customers, I do have plenty of positive things to say about the one that is always crowded. My overall experience at the store with more customers is actually more favorable because they focus on delivering satisfaction through good service instead of just providing the bare minimum.

Check out some of the different types of services outlined in a recent Business Week article by Ron Kaufman and ask yourself just how important is “customer service” and “customer satisfaction”?

  1. Criminal service is really bad. It’s service that violates even minimum expectations, the kind of service that your customers remember never to use again, and are angry enough to call you and complain about.
  2. Basic service is disappointing. It’s the point of frustration that can turn into anger—but when it’s over the customer is not disappointed enough to complain. However, he will tell his friends, and will remember not to call you for that kind of service again.
  3. Expected service is nothing special. It’s the average, the usual, the norm. The customer might come back to you, but only if no better options exist.
  4. Desired service is what your customers hope for and prefer. They’ll do business with your organization again because you do things for them just the way they like it.
  5. Surprising service is something special, like an unexpected gift. It gives your customers more than they expected. This makes you an organization that customers enjoy and will come back to again and again.
  6. Unbelievable service is astonishingly fantastic. This is the level of service your customers can’t forget, the legendary treatment they will tell all their friends about.

InterCall’s global support teams always set out to achieve ‘unbelievable service’. From offering a variety of ways to access our representatives, like online chat, emails or phone calls, to self-help options through InterCall Online or our online learning center, we want to make getting an answer simple and quick. Our staff is comprised of people who speak 19 different languages and are available 24/7.

A company's reputation is only as good as the customer service it provides. Please a customer and your client base will swell with co-workers, relatives or neighbors who catch wind of your top-notch representatives. Have you had a personal experience when the customer service level clearly fell into one of the categories above? Has your business flourished as a result of the outstanding service your customers receive? Share your story with us today!

Anasha KarnadAnusha Karnad is a post call services lead at InterCall in Bangalore. She’s been with InterCall since 2009, working in customer service, training for new hires and account management where she helped customers with billing and service related questions. Anasha's background is in training voice, accent and soft skills for customer service agents.

Introducing InterChange
September 21, 2012 @ 10:00 AM | By Tonya Hottmann

Where can small businesses network, receive exclusive offers and view original content?

InterChange - The Intersection of Commerce and Collaboration

InterChange is a virtual community designed to help your small business flourish. It's FREE to join and accessible 24/7.

Within InterChange, you can:

  • Engage with prospective customers, potential investors and highly influential decision makers in the Networking Café and community storefronts.
  • Attend exclusive webcasts, monthly small business webinars and specially sponsored programs in the Event Center.
  • Explore special offers and exclusive discounts in Enterprise Exchange and West Central showrooms.
  • Discover collateral, white papers, research studies and presentations that benefit your company in the Resource Library and community storefronts.

This week we will feature a variety of webcasts in the events center including:

Tuesday, September 25

  • Get to the Point (And Get People to See Things Your Way) with Terri Langhans at 1:00 PM Eastern

Wednesday, September 26

  • Perseverance, Success and You! with Brian Patrick Jensen at 2:00 PM Eastern

Thursday, September 27

  • Sins and CEOs: Lessons from Leaders and Losers That Will Change Your Career with Richard A. Moran at 3:00 PM Eastern

Friday, September 28

  • Growing Your Business with Mark LeBlanc at 12:00 PM Eastern

Plus, you’ll be able to interact with InterCall staff in the West pavilion.

Sign up today!

Tonya Hottmann imageTonya Hottmann is the director of marketing at InterCall, responsible for small business marketing. Before joining InterCall, Tonya ran a boutique marketing consulting firm for 10 years. An avid baseball fan, she enjoys reading, traveling, exercising and spending summer days at the beach.

Great Expressions saves $40K annually with unified communications
September 19, 2012 @ 10:00 AM | By James Whitemore

Xaas, or the idea of “anything as a service” is taking off among companies that have overextended IT departments or would much rather have their IT staff working on strategic projects rather than day-to-day management of the phone system.

Such was the case with Great Expressions, a chain of 170 dental clinics. Two years ago the company was rapidly growing by acquisition and the IT department had trouble keeping up with 67 different contracts across nine communications providers. The company had 25 different PBX systems running before they contracted with West IP Communications for VoiceMaxx, a hosted, cloud-based voice platform.. West IP Communications and InterCall are both owned by West Corporation, and the West IP team provides UC solutions for many InterCall customers.

According to a Network World interview with Ken Strohschein, vice president of IT for Great Expressions, “The decision to use a cloud-based unified communications system was an easy one to make as we moved to consolidate our telephony services.”

The article goes on to say, “Great Expressions did have to make some modifications to its underlying network infrastructure in order to implement cloud-based telephony service to all of its clinics. But the company is saving upwards of $40,000 per year and is enjoying a unified monitoring window into its overall UCaaS services that it could not get previously.”

To read the entire Network World article, click here.

If you would like to potentially save thousands per month by making the move to cloud-based communications, we’d be happy to have a consultation. Please contact us or your InterCall representative for more information.

This article first appeared on the West IP Communications blog.

James WhitemoreJames Whitemore is senior vice president of sales and marketing at West IP Communications, the team that delivers InterCall’s unified communication services. InterCall and West IP Communications are both a part of West Corporation. James holds a B.A. (Hons) degree in Business from Newcastle University in the U.K. and currently resides in Boulder, CO. In his downtime, James is an avid skier with an enthusiasm for traveling and car collecting.

How to Successfully Take On Any Project – Big or Small
September 11, 2012 @ 12:11 PM | By Tonya Hottmann

We all start new projects every day - whether it’s launching a multi-million dollar IT upgrade, starting a marketing campaign, onboarding a customer or simply creating a spreadsheet.

When taking on a new project, how do you know where to begin?

Even the smallest project can look intimidating at first glance. With the right tools, however, you can efficiently conquer any project – big or small.

Whether you are working alone or with the support of a team, basic project management skills are necessary to successfully tackle any endeavor.

Join Deborah C. Miller, President of Miller Productivity, on Wednesday, September 19, at 1:00 PM Eastern, for a FREE webinar as she highlights the responsibilities, expectations and characteristics of effective and successful project managers.

During this hour-long webinar, designed for all levels in your organization, you’ll learn how to:

  • Clearly define measurements and goals for success
  • Effectively define the “four main tasks”
  • Productively manage time, delegate, direct, communicate and coordinate

Register now

About our Speaker:
Deborah C. Miller has 25+ years of experience working with corporate, medical, manufacturing, and nonprofit organizations. Deb is dedicated to helping organizations transform the work environment and work processes in ways that increase productivity, encourage creativity, and shift the organization from imitation to innovation. Deb earned a Master’s Degree from Purdue University, a Six Sigma Black Belt from SBTI and a Lean in Healthcare Certification from Leading Edge Group.

Tonya Hottmann imageTonya Hottmann is the director of marketing at InterCall, responsible for small business marketing. Before joining InterCall, Tonya ran a boutique marketing consulting firm for 10 years. An avid baseball fan, she enjoys reading, traveling, exercising and spending summer days at the beach.

« August 2012 | Main | October 2012 »