The Conference Coach™

Have you ever called into a company just to receive an automated system and frantically pressed zero in hopes to find a human to speak with? Here at Copper Conferencing you are always guaranteed to make contact with a live person during normal business hours. Customer service is the backbone of any company’s business plan and without well defined customer service procedures you are left with an engine without oil and gas:  a disaster waiting to happen!

Customer service is not measured by the mere completion of a task, but by the teamwork, the accuracy, the attitude, and the speed necessary to execute these requests.

Excellent Customer Service Can Be Achieved in 5 Easy Steps:

1) Accuracy: This is a crucial component to any customer request process.  Without providing correct information the first time and solid recommendations a positive customer experience is impossible. Accuracy is the only way to maintain satisfaction on all ends. At Copper Conferencing we are put through a rigorous training process and the number one focus is to make sure that everything is done properly the first time.

2) Speed:  Customers want answers and they deserve them in a timely manner. Lack of responsiveness can cost customers money, patience, respect and most of all the loss of faith in the company that they are doing business with. Even if you do not have the answer let the customer know that their request is being processed or escalated to the appropriate person.  Simple quick e-mails are sometimes the best ways to make a customer feel loved and important even if you do not have their request completed.

3) Personality:  You could be one of the quickest and most accurate Customer Service Representatives in the world, however, without personality and enthusiasm a customer relationship suffers greatly. Dull, unfriendly, stoic, and boring personalities do not mix with the customer service department and make dealings with this area very unpleasant. An unfriendly customer service representative makes an entire company look bad. A friendly and warm attitude towards an angry customer can be the extra step to them to bring them to a higher level of satisfaction. At Copper Conferencing we strive to hire energetic and enthusiastic employees – after all they provide the first impression of Copper to our valued prospects and customers.

4) Teamwork:  Challenge your Customer Service Representatives to be a team and act as a consultative partner with the customer.  Without teamwork multiple problems and issues would never be solved and a positive relationship would never be developed.  Internal harmony is a critical component to any company and this synchronicity will create value that your customers will feel.

5) Determination:  “Nobody who ever gave his best regretted it.” – George Halas. This quote sums up customer service. When you are in customer service, it is both your job and your responsibility to provide the customer the best experience that you can. “I can’t help you” or “No, we can’t…” are not aspects of customer service. If it takes you multiple hours or staying late every day, a professional Customer Service Representative will do what it takes to get the job done as quickly, accurately, and with the best attitude they are capable of.

Every aspect of customer service falls under these categories and these steps. Without proper training as well as an understanding of the importance of these steps customer requests and questions cannot be properly handled and processed. Teamwork with customer service internally and externally is the most important areas of any company regardless of size or field and without a strong customer service a company will not succeed in the long run and this is why Copper Conferencing is becoming one of the largest conferencing providers out there!