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Northern CongratulationsCongratulations to all of our “Telephone Answering Service” staff for winning the “2000 Canadian Association of Message Exchange (CAM-X) Award of Excellence”. This national honour is awarded based on numerous calls spread out over six months. When a test call is made our operators are not informed that the call is being placed for the purposes of the CAM-X competition. We provide them with the same exceptional service that our clients receive. These calls test our operators’ ability to handle difficult situations in a proper, timely and professional manner. CAM-X President Glenn Ruecker said: “Northern Communications’ record of topnotch customer service serves as a benchmark for all message service bureaus”. Once again, our operators have proven that we offer one of the best Telephone Answering Services in all of Canada. Keep up the Good Work!
Small Business WeekThe message industry is very customer service oriented. “Our clients often ask more of our operators than they do of their own receptionists”, says RickDelorme Manager of the North Bay Branch. We pride ourselves in offering quality customer service by providing our staff with on-going training allowing us to offer clients personal receptionist type service. Northern Communications’ North Bay Branch participated in the Chamber of Commerce Small Business Week during October. As part of Small Business Week, Northern took the initiative to sponsor an event and invited Linda Osip from L.A. Commtel to present her “Telephone Etiquette and Customer Service” seminar. As Linda says “First Impressions are lasting ones”. The event offered more than 50 participants an enlightening and informative afternoon. Topics ranged from call control for several staff members, dealing with irate callers and customer complaints, quality message handling and phrasing, success with holding and transferring calls and overall job satisfaction. The presenter Linda Osip is a leading industry entrepreneur having successfully owned and managed a message center in Southern Ontario. She has also served on many industry organizations and associations. As Rick Delorme stated, “Sharing our expertise with our clients makes for overall better customer satisfaction and improved service to our client’s callers”.
We’ve Been Told... We have a client who forwards all of the office’s after hours, lunch, and break time calls to our Telephone Answering Service who answer using their business name. We also handle their calls when their receptionist is on another line. We take messages or page, fax or call the company’s representatives with important or urgent calls. Recently the customer told us that he had a complaint from clients who had tried to place orders and had not been able to because their lines were forwarded to our Telephone Answering Service. To their shock, we immediately told them that this was not a problem. With their instructions, we gathered the pertinent information from the caller and were taking orders for the client just 24 hours later. The client has since called me just to express his delight with our services. I recently received a call from a business owner who expressed interest in our Telephone Answering Service. I then asked what had prompted him to call. He informed me that from time to time clients called his place of ‘business after hours for emergency service to their equipment. After having evaluated their needs in more detail it became evident that the number of calls requiring immediate assistance was minimal. My suggestion was that he tie our Answering Service into his Voice Mail system. With this service, anyone calling his office after hours is presented with the option of pressing zero to reach a live operator for immediate assistance. The client’s phone system now forwards any such calls to our Telephone Answering Service who proceed to handle the call in accordance with the business’ specifications. I had lunch with an associate of mine about a month ago. He seemed somewhat preoccupied so I asked him if something was wrong. Among other things, he told me that his job requires him to do a lot of running around. He also said that sometimes he has to leave the office when he’s expecting an important phone call. Once on the road, he’s forced to stop at pay phones to check if the person that he needed to speak to has left him a message. “More often than not, I end up calling in for nothing”, he said. I immediately thought of a new service that we offer. Later that day I programmed his pager to alert every time someone leaves a message in his voice mail. With Pager Notification he is now able to go about his day and only has to call in and retrieve his messages when his pager tells him that he has one. This also allows him to return the call within minutes without having to go to the office or pay a receptionist. These are only a few of our time, money and client saving services. If you are interested in a more detailed description of our products and services we would be happy to send a representative to your office or home. The representative will go through a presentation that will give you a greater understanding of our offerings. This presentation may also be advantageous for our existing customers who have not reviewed the services that we provide them in some time. New services that offer cost savings and/or improved communication may have become available since we last discussed these matters with you. We look forward to hearing from you!
Free Paging Services Clients tell us all the time that they don’t know how they managed without a pager! Thousands of people in our community would say the same thing if only they tried one. Here’s away that you can help them and yourself. For every person that you send to us who signs up as a new pagingclient, your accountwill be credited for one month’s worth of free pager airtime (base rate only). Tell enough people and you may never pay for your own paging services again!
Are you Reachable? I’ve been trying to get a hold of you for hours. Where have you been all day? Your line has been busy for hours. Don’t you have a pager or cell phone? How often have you heard these or similar comments? My guess is too often. Is your phone line tied up for hours at a time because of Internet use? Do you move around so much in a day that you don’t even know where you are half the time? Are you tired of paying absurd cell phone bills? If so, these are ideal reasons to look for a communication solution that meets your needs and your budget. That’s where we can help! Come and pick up a numeric pager from Northern Communications for only $9.95/month, including unlimited calls. Next time your kids are on the Internet for hours or you are away from home or your desk, you will be able to rest assured that anyone trying to reach you will be able to do so. Pagers also compliment cell phones very well. Cell phone bills can pile up very quickly, that’s where a pager can come in handy. Instead of giving out your cell phone number, you can have people page you. That way you can choose whether or not you would like to return the call on your cell phone or if it can wait until later. This is just one of the many ways that we can make your life simpler and more cost effective.
Did You Know? You can now send alphanumeric pages to a pager from our website www.northerncom.com We offer the widest regional pager coverage available and our telephone answering service is among the best in Canada. Northern Communications has been making life simpler for its valued clients for over 45 years
Sudbury 673-6888 • Timmins 268-4822 • North Bay 474-2200 • Toll Free (800) 461-3317 • www.northerncom.com
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