How to Deal With Angry Customers Over the Phone

Providing excellent customer service to every person that uses your service or purchases your goods is extremely important. However, there are going to be times when customers are going to become angry with you or your business. A part of providing a high level of customer service is knowing how to handle these types of customers (in person AND over the phone).

Keep Calm and Let It Go

The worst thing you can do when a customer is angry with you (or even yelling) is to get mad yourself. Don't take their anger personally and allow them to get it out of their system. Getting angry yourself and yelling can escalate the situation, making it worse for both parties.

Actually Listen to Them

More often than not, angry customers don't want to fight with you — they just want to be heard. Allow them to say their piece, listen to everything they say, and wait for them to finish. Once they are done speaking, repeat some key pieces of information back to them so they know you listened. Remember to also pay attention to your body language — pay attention to the tone and volume of your voice (keep eye contact, arms uncrossed, and stand up straight in person).

Sympathize and Apologize

Showing empathy toward angry customers is crucial because it lets them know you are trying to understand their problems. Apologizing with empathy comes off across more genuine than just a generic apology. As you actively try to sympathize, look toward a solution that will make the customer happy, which in turn will make you and the company happy. Making all parties happy is a win-win!

Dealing with angry customers doesn't have to be the worst part of your day when you know the right way to communicate with them. When your business needs a reliable phone system to provide excellent customer service, choose a VoIP phone system from Reliable Voice & Data Systems. To learn more or to schedule a free estimate, give us a call at (877) 385-6657.

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What All Startups Need to Know

Are you currently in the process of getting your startup off of the ground? As a new small business owner, there are some things you should know about running a business that you’ll find out as you go. Rather than learning the hard way through trial and error, we’ll provide you with some life lessons right here and now!

You Might Want to Keep Your Day Job

Getting a startup off of the ground is not easy — or cheap! Many small businesses won’t turn a profit right away (which is completely normal). Therefore, you should never bank on making a ton money right off the bat as soon as the wheels start turning. You’ll still need a reliable source of income to pay your personal bills and living expenses until your small business can pay you an equivalent amount each year.

You Can’t Do It All

Thinking you can easily run a small business by yourself is a thought crazier than crazy — it’s insane! While you might be able to lead the day-to-day operations, there are going to be some jobs you can’t do, or jobs other people can do more efficiently. Bookkeeping, accounting, managing social media, etc. are all jobs that take a unique skill set that might be better off being outsourced or hiring an in-house specialist.

Costs Can Be Cut

You’re going to spend a lot of money on your startup, but there are going to be things you can save money on. To start, choose a VoIP phone system over a traditional one. Your phone bills will be half that of traditional phone system and you’ll also receive a boatload of features that can benefit almost all businesses. VoIP phone systems are also great for small businesses as you can add lines as you need them instead of having to get a whole new phone plan.

As a small business owner looking to get theirs to the next level, there are some things you need to know early on. When you decide to make the switch to VoIP, contact Reliable Voice & Data Systems. To learn more or to schedule a free estimate, give us a call at (877) 385-6657.

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3 Ways You Should Be Protecting Your Business

Starting and running a small business can be a hard and strenuous job, but when it finally takes off, all of your hard work will be worth it. Unfortunately, things can happen that can put you and your small business at risk. In order to protect your business from various threats, you should have plans in place to combat them.

Establish an Emergency Fund

You always hear about how you should have an emergency fund to pay for unexpected bills. The same premise should be applied to your small business. There are going to be times when a piece of equipment breaks, product goes bad or isn’t able to be sold, or something needs to be repaired. By putting money aside every so often into an emergency fund, you’ll be able to pay for things like this without having to take out a loan or line of credit with high interest rates.

Utilize Social Media to Protect Your Reputation

Social media is a huge part of businesses because it gives every single person a voice and an outlet for them to be heard. When customers go on social media websites they have the ability to write about whatever they want. When people leave negative reviews about your business, it’s up to you to respond to them in a timely and polite manner so you can try to rectify the situation. Doing so might change the mind of the customer who left the review while also showing others you are a responsible and caring business that owns up to its mistakes. Reputation management is key!

Install CCTV Security Cameras

Just because you spend more than half of your day inside of your small business doesn’t mean you’ll be able to see everything. Theft can occur within seconds and if you don’t see it with your own two eyes, you won’t be able to legally stop them and prove they stole anything. However, with the addition of CCTV security cameras, you’ll be able to have the evidence you need to stop theft from occurring (both shoplifting and internal theft). You will also have video evidence that can prevent you from being held liable for incidents that occur, whether they are falls, harassment, or physical altercations.

There are hundreds (even thousand) of threats to your small business, so it’s up to you to try and have a plan in place for the big ones that can really hurt you. If you’re considering installing CCTV security cameras in your business, contact Reliable Voice & Data Systems. To learn more or to schedule a free estimate, give us a call at (877) 385-6657.

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How Can You Improve Communication in Your Business?

Communication is one of the most important aspects of a business because without it, there won’t be a business for much longer. However, there is a difference between simply communicating with fellow employees and mastering the art of skillful communication. Here are a few ways your business can improve their communication strategies.

Communicate Goals to Everyone

Older employees might know the mission of the company, what the goals are, and the reason why they are working. On the other hand, newer employees might know their roles and responsibilities, but they don’t always know why they’re doing what they’re doing. One can go through the motions and get by, but in order to really succeed you should know the why behind the how. Always reiterate why something is done and how it leads back to the goals of the company to ALL employees on a regular basis.

Eliminate Unnecessary Communication

Too much communication can be a bad thing as it’s not always effective. Scheduling multiple meetings on a daily basis and sending dozens of emails can actually be a time waster instead of being a time saver. Instead, schedule meetings at the same times each week with clear agendas so employees can adapt their weekly workflow around those meetings and know what to expect going in. Emails should also be limited to company memos and client communication. Quick chat apps can be more effective for answering quick questions than back and forth emails.

Have Access to the Technology

Employees need to be able to communicate with clients, customers, and other fellow employees who aren’t in the physical business location. The phone system your business should be using is one of the VoIP variety. VoIP phone systems have a multitude of benefits like reliable connections, lower monthly costs, call forwarding, usage insights, and many more. Not only should employees be well versed in skillful communication best practices, they also need the technology to be able to communicate.

Improving communication within your business could be the difference between being a successful company and a failing one. When your business needs to upgrade its phone system to VoIP, contact Reliable Voice & Data Systems. To learn more or to schedule a free estimate, give us a call at (877) 385-6657.

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