Acheive Better Customer Service With a Personalized Telecom Package

Nearing the end of 2010, we are reminded of all the businesses that failed during this recession. From these lessons should come the realization one notable factor will set you apart from the ones that have failed. Customer service. Customers want efficient, courteous, personalized, and hassle-free service. They can get your service or product from your competitors, but if you provide better service, they will go where they are appreciated. With all the competition in today’s industries, the ONLY factor setting you apart is great customer service.  

How do you acheive outstanding customer service?

  • Understand your customer’s preferences
  • look for opportunities to make your customers feel significant
  • form relationships an partnerships
  • set a high customer service standard
  • provide the tools for your employees; a personalized Unified Communications plan 

Let’s take a look at the last tip on the list; personalized Unified Communications plan. Why is this so relevant? Suppose you have employees who travel, upper level management spends significant time in conference calls, and you need to filter and prioritize incoming messages.  Features like videoconferencing calls have proven to cut down on travel costs, instant messaging and VoIP can cut down on phone bills, and business Ethernet can prioritize incoming information. Creating a more productive environment enables employees to provide better customer service, and increase your bottom line. 

At NWMAP, Telecom Brokers listen to you and identify your specific needs. They have access to over 40 carriers and they do the searching for you- best package, lowest cost.

Client Versus Sales

There is a sense of accomplishment of really doing what is right for the client versus having the burden of selling something that is not the best fit for the client. The focus is on one or the other in any typical company involving sales. We notice it when we shop at specific stores- some are there to sell you something…anything! They may talk you into products you aren’t even looking for.  And some associates are there to help you find what you specifically want or need- they are there for YOU. The latter takes patience, experience, and communication.

These differences in customer service and sales approaches can be identified in the telecom industry.  There are sales agents whose primary goal is to sell you services and/or products- that’s it. They will not likely take into consideration precisely what you need and want for your business. They would also like to close a sell with you as quickly as possible, not searching for specific products and packages complimentary to your needs at the lowest pricing available. The lower the price the lower their sales commission; basically, their goal versus your goal! Their job depends on selling you something you don’t need. They don’t stand to make as much money helping you in the future either- you may never talk to them again. Another common trait among sales agents with superficial goals is a lack of experience. Anybody with experience knows the customer must be the focus, at first contact and all through the sales process into the future as well.

NWMAP has been in the Unified Communications and Telecom industry for numerous years, but they still consider themselves customer service experts first and foremost. Lennie Green, a current Master Agent for NWMAP states: “My success comes from helping my customers be successful.”

Questions to Ask When Choosing a Telecom Broker

Outstanding  customer service is what a Telecom agency should be all about. Telecom Agents/Brokers can possess impressive telecommunications verbiage and tech speak, but experience and customer service dedication outweigh tech speak any day. It’s like judging a book by it’s cover- don’t be fooled. The telecom business is crawling with sales agents and each one wants to impress you with their spiel. How do you make a wise decision without being persuaded by a well-articulated tech spiel about products and/or services you don’t need?

Believe it or not, being aware about customer service practices and your expectations is more important than being tech savvy when choosing a  Telecommunications Broker. Another helpful tip; Choosing your Telecom Agency (MasterAgency) should be done prior to deciding on which Unified Communications/ Telecom Carriers you are interested in. Questions to ask yourself and a Telecom Broker:

  1. How much experience? How long has the Telecom Agency been in business and also how long have the Master Agents been working there?
  2. Are they concerned with providing a specific plan for YOUR business?
  3. When I have an issue, who will be there to answer my questions?
  4. In what part of the process is my Telecom Broker involved in?
  5. Do I have to pay for a quote from the Telecom Broker?

These questions will give you an optimal head start. Because there are so many consistently new Unified Communications products and services available to your business, the determining factors for where you take your business and who you trust comes down to experience and superb customer service.

NWMAP offers free quotes, customer service first promise, and agents with 20+ years experience individually.

Unified Communications and Security

We often hear about security issues on our facebook or twitter account, but what about the security and potential risks within your own business. Truth is, it’s not a common topic of discussion unless it’s the foremost concern for a reason (security breach or malfunction) and/or you are designing a new data/information system specific to your business. Either way, a solid plan can only be accomplished if both you and your Telecom Broker are working together to prevent potential risks or keep some from never occurring…again.

If nothing has ever happened, it can give you a false sense of security and just because you have an updated Unified Communications system, doesn’t mean you are protected. There is always some level of risk, but you must decide what is acceptable for your business. Everyone must be on board; Business owner, IT Manager, Telecom decision makers, CIO, and anyone else who might be able to communicate to your Telecom Broker the best Unified Communications plan for your business. Telecom brokers can help you decide who has access to what information, who has limited access, what data is monitored and managed by who.

It is typical for a Telecom Broker to offer you solutions, but you need to offer information about your enterprise’s specific risks and issues. Doing so will put your bsuiness at a lower level of risk. It only takes one time; security issues can wreak havoc on a business. Ask a Telecom Broker at NWMAP about including VoIP and SIP trunking in your network security policies.

sources: http://unified-communications.tmcnet.com/unified-communications/departments/articles/114537-sip-trunking-unified-communications-security-what-need-know.htm

Don’t Just Guess! Get the Right Phone System and Internet Services For Your Business

When you guess, you lose money. Creating the most efficient phone system or internet service plan for your business should involve less time spent on guesswork and more time on enjoying the bottom line rewards a specifically designed plan can bring in.  The communications system within your business is it’s lifeline; it keeps everyone, employees and customers, connected and informed. How fast and efficient that system is greatly depends on how specific it is to your business requirements.

Questions to ask yourself before purchasing Unified Communications products and services are as follows:

  1. What is the latest technology in Unified Communications?
  2. Will your business benefit from an updated system?
  3. Does the service provider offer free quotes, installation, 24 hour support, packages tailored to benefit your company, ability to upgrade when needed?
  4. How concerned are you and/or the service provider with adhering to a lean budget and absolutely getting the biggest bang for your buck?
  5. Will the system and products be user-friendly for ALL your employees who will be using it regularly?
  6. How much time do you have to shop around? You can be assured that every other company is working on a better telephone solution for their office.

If you don’t know all the answers to these questions, don’t feel overwhelmed, because there is an EASY solution. The reality is you can certainly lose money on the Unified Communications purchase itself and in the long run as well. However, telecommunications agents at NWMAP can answer all your phone system and Internet/Ethernet questions, save you money, offer you more options, and provide full service form start to finish, and on-going. No guesswork.