Problem Solvers: Customer Service Rules, Part I

There is a quote by the CEO of LL Bean and it goes: “A lot of people have fancy things to say about customer service, but it’s just a day-in, day-out, ongoing, never ending, unremitting, persevering, compassionate type of activity.” I really like this quote because I feel like by the time you get to the word “ongoing” in this sentence, you’ve already begun to feel the doldrums of what it can occasionally be like to work as a Customer Service Representative whose whole day is filled with solving other people’s problems and listening to their complaints. But when you reach the word “compassionate”, it brings you full circle back to the idea that at the heart of every Customer Service Call Center, lies a group of people whose sole purpose is to help you. Those people know there are certain customer service rules that should always be followed.

Recently, I conducted a general training overview for the Customer Service Representatives that work for the Portfolio Companies here at ABG Capital. They all do very different jobs, but their one common and most important attribute, is that they are here to help our customers solve problems. Everything they do, every single day, is directed with one objective in mind: pleasing the customer. Our customer is the one person in our company who has the power to fire everyone who works here, from the CEO on down the line, and he or she can do so simply by spending his or her money elsewhere. Most of the team members who attended the training agreed that it was helpful in refreshing some of the Customer Service skills they’d learned in the past. Many of them took away some new techniques on how to provide truly excellent Customer Service, going above and beyond what is expected, and even how to deal with the occasional difficult caller.

So how do you provide this excellent level of customer care? What do customers really desire? The answers are probably more straightforward than you think. Providing excellent customer service means providing a quality product while satisfying the needs and the wants of the customer. If you can manage to do these two things, you will have a repeat customer. Excellent service results in the continued success of your company, increased profits, higher job satisfaction, and even better teamwork. When your coworkers see you modeling a positive attitude and going above and beyond, it fosters the type of environment where everyone wants to contribute to a high level of service. Good service equals lasting relationships, average service can result in steady customer relationships that could be lost if something better comes along and poor service will almost always result in lost business.

customer service

Here is our list of five rules for providing excellent customer service:

1. Commit to Quality Service

  • Create a positive experience for the customer.
  • Go above and beyond customer expectations.

2. Know Your Products

  • Help win a customer’s trust and confidence.

3. Know Your Customers

  • Tailor your service approach to their needs.
  • Get to the root of customer dissatisfaction by talking to people and understanding complaints.

4. Treat People with Courtesy and Respect

  • Every contact with a customer leaves an impression.
  • Use phrases like “Sorry to keep you waiting,” “Thanks for your order,” “You’re welcome,” and “It’s been a pleasure helping you.”

5. Never Argue with a Customer

  • Be solution focused rather than problem focused.
  • Research shows that 7 out of 10 customers will do business with you again if you resolve a complaint in their favor.

We had some open discussion at the end of our training and heard some great customer service stories. Some stories were about really successful resolutions, some were so funny the whole room was laughing, and some delved into the harder to solve situations and what to do when you’re faced with an irate caller or a problem you can’t fix. As always, we love to hear from our readers, so if you have any customer care tips or a great customer service story, please leave us a comment. In our next blog post, we’ll continue with Part II and give you five more outstanding customer service rules!

Just another Friday at ABG

Happy Friday! Has summer gone way too fast for you? It has for us! Anyway, we have just a few things to share before you can head out of the office and enjoy your weekend.

We first want to apologize for not posting this blog series last week. We were having some technical difficulties and were unable to get into the blog. We’re happy to say that we have since then solved the issue and are back up and running!

Moving right along, our office build-out project is moving right along and things look like they’re really starting to come together. Take a look at these pictures and check out some of the new space that’s starting to fill up with employees!

New ABG Capital office space

New office space!

ABG Capital new call center

Our new Call Center!
















As you know, once a quarter we like to treat our employees to a friendly sporting event. The first quarter was bowling, the second quarter was kickball and the third quarter is softball. Around 1pm today the annual ABG Capital softball game will kick-off. The two teams will battle for victory while having fun away from the office. While some are out at the game, our dedicated support staff will still be in the office ready to support our customers. We’ll be taking pictures, so check out our social media sites on Monday!

That’s all we have for you this week! Thanks for reading and have a great weekend 🙂

Our Office Build-Out

under_construction_animation_3Construction at ABG Capital is well under way and we’re excited to share some more great updates with you! When we wrote about The Start of Our Expansion a few weeks ago, we were talking about the contract we signed in September for about 2,700 square feet of new space. That meant bringing our office to 12,000 square feet.

Well, we’ve just upgraded from that. On March 29, we signed a new contract that added 2,900 square feet to our layout. That means that we’ll have about 15,000 square feet! That’s a huge amount of space from what we had with our very first lease back in 2007 that only totaled about 9,400 square feet.

The need for this expansion is due to the rapid (and we mean RAPID) growth of Inspira and VoIP Innovations; we have to meet the demands of our work flow! The original plan included a multi-purpose room big enough for about 50 people, some new offices, a call center for Inspira, and a gala kitchen. The amendments to the contract added even more to this.

There will now be a climate controlled call center that will house the Network Operations Center (NOC) for VoIP Innovations and GlobalPOPs as well as the call centers for Inspira, VoIP Innovations, and GlobalPOPs. We are also adding an even larger and more functional kitchen, a small conference room, and a few more offices.

These are exciting times for everyone at ABG Capital and we can’t wait to share more updates with you as this process continues.