It doesn’t matter if you’re a starter or a veteran company in any type of business when it comes to obtaining a skillful and efficient Customer care crew. Being on the front lines of the defense against the advancing hordes of customers, their personality and skill set would be key in gaining and retaining the satisfaction of this assorted crowd. As someone who lives and breathes customer support, I understand that customer satisfaction is the backbone of any organization’s success. With the rapid rise of social media in the last few years, one good or bad experience a customer has can potentially fire up many others – either positively or negatively.

The importance of a superb customer service can’t be put aside now more than ever. Have you thought about who your company’s “front-line ambassadors” are? Often neglected, it’s the customer service agent. You would most probably agree with me that in order to provide great service, you have to understand what your customers really want and need from the very beginning. This usually happens through a contact center workforce professional that serves as a critical bond between a company and its customers.

These customer service representatives (CSRs) have a leading role in many corporate strategic initiatives, including customer retention, increasing revenue, and building brand loyalty and awareness – communicating the brand message all the way. The insights that your CSRs gain from customers can almost literally remodel the future of your business –all you have to do is listen to them. Thus, the purpose of this week is to take time off of our daily busy schedules and think about how integral each role is in the company when it comes to servicing a customer.

We at WebHostFace prefer to call Customer Service week something different, a name reflecting the emotion that fuels employee motivation and leads to employee engagement: Customer Happiness Week! Adding a pinch of love to everything we do indisputably brings a project to a whole new level of professionalism. Тhis paramount principle and our perfectionism have conducted us all along the way of creating our hosting solutions. You will get a service built around everlasting care and passion. “Service always comes with a smiling face” is not just our slogan, it is a way of living – the WebHostFace way. Our Customer care guys will always be there for you – helping you choose a perfect-fitting plan, matching your exact needs, or just providing you with a thorough clarification concerning our packages, features, free resources and added extras. And they work really hard doing all of this with a smile and a pinch of a geeky charm.

Customer Service week might sound like yet another commercialized festivity with no real meaning behind it besides trying to make customer service representatives feel confident in their choice of occupation. Yeah, I know that there are holidays for just about anything – few days ago we even celebrated National pet appreciation day. But for one week each year, there’s a week dedicated to celebrate customer service – a topic we all know we‘re irrationally passionate about. Sadly, there are many employees in this sector that do not know this happening exists. The reason might be the lack of participation by many call center employers. Honestly, despite the fact I have personally worked for large companies in the customer care sector, I still didn‘t have any clue that a customer service week even existed not so long ago! Although, it hasn‘t been around forever, it was certainly around for years.To be more precise, the International Customer Service Association proclaimed a customer service week in 1988 and finally in 1992 the United States Congress announced that it would be a nationally recognized annual event, the first week of October.

It takes a lot of effort for our frontline staff to be able to do their job. So to every department whose hard work makes all this possible, today please accept our heartfelt “Thank you!” for all that you do. It really does take a village! Keep up the great work and Happy Customer Happiness week!

So, in recognition of National Customer Service week, I would like to share examples of customer service that go above and beyond, and to thank the people in WebHostFace who work so diligently behind the scenes. Here are a few of many favorites:

• Rali in tech support was wonderful. She stayed with me till my setup was complete and went out of her way with phone support even as her shift was ending this morning to make sure I was able to access my files. She was just what I needed to help me.
• Excellent service. I had an issue with a different framework on other hosting sites, and webhostface just installed it for me so i could upload my site without any problems.
• I’m bragging to my friends about the insanely great customer support you guys have ;))
• Their support is beyond good and friendly! Because I’m relatively new to SSH and Git, I had some (minor) difficulties, but they have helped me extremely well!
• From the first day when I began a chat with Mr. Rodaslov, I was impressed at the time he spent with me anserwing every question I had, then stayed with me through the transfer of my site. Never did he seem anxious to move on. He was there. And if that wasn’t impressive enough, the next day, after everything was set up, I had a problem with my script-through no fault of this team, it was a new script that I purchased. I sent in a support ticket, which Mr. Vladimir answered. He spent hours of his time to find the error, which I know the few hosting companies I’ve had before would say to contact the developer, but not Mr. Vladimir. He spent his busy time to fix the issue which he found. I can’t imagine how anyone could have found that, as the developer of the script thought it might just be a missing php plug in, but it was actually a missing file within htacess. Now my new site is beautiful and running smoothly. I cannot thank this team enough for all they have done. My impression= 10 stars.
• I want to thank you and the members of your team who went the extra mile and tested the remote access to my website database using this many tools.
• Wow, you guys are so amazing. I can hardly believe you went above and beyond the call of duty to help. I do not know how to thank you enough. Im very impressed.

Finally, it has always been my belief that Customer Service Week should really be celebrated every week! Because a happy Staff Means Happy Customers and these are the compound foundings of a successful customer relationship. Now, go out there and be amazing!

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WebHostFace stands for the new, improved face of webhosting. We are gathered around the idea of creating a company that aims to take hosting services to a whole new level and this is why here at WebHostFace, we are all about our customers. When it comes to customer care skills, our business is focused on one thing – people. Referring to them as clients, customers or employees, their loyalty is the key to our success. Service is a Feeling. We need to pay attention to the human needs behind the business needs. The need to be truly heard, acknowledged, remembered and respected.

Literally, the entire WebHostFace staff is at the service of our customers and available to personally assist with anything, from our technical support trainees up to even our CEO. It is a regular practice to see exactly him, contact customers to assist with an issue they were experiencing, which required a lot of time and attention to resolve. Nor is it to see any of our Managers wake up late at night to respond to a customer inquiry and assist the overloaded customer care team. These are not extraordinary situations, nor are they desperate ways to boast, these are simple examples of the lengths to which we, as a company, will go to ensure the complete satisfaction of our Customers.

That degree of dedication is something which we very much take pride in. Our Customer care department stay engaged on the front lines as well as instituting new policies related to these matters in a dynamic manner with the focus always being on the Customer experience. Because after all – Service should always come with a smiling face.

I have mentioned Twitter previously, in my old blog posts, you can follow us @WebHostFace and @WebHostFaceHelp. You can also find us on Facebook, Google +, LinkedIn and Pinterest. Social media is becoming more and more vital in providing thorough Customer Service thus we are striving to stay active on virtually all major social networks. Full list of WebHostFace’s social media presence you can find on our lovely Our Community page.

Our Customer service team is young and dynamic, consisting of boys and girls that definitely know what they’re doing. Still, there are certain customer service skills that every forward-facing employee must master if they are to be interacting with customers. I’ll go over the 15 most needed skills that matter to this incredibly important position bellow:

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Hello again,

WebHostFace Twitter Tweety speaking.

Today we were going talk about what was going to be the hottest piece of news in the social media world – Twitter’s policy regarding Direct messages. After allowing the option to receive direct messages from any follower without the need to follow back for just a month, Twitter decided to backtrack and claimed everything to be just an experiment. People and especially whole marketing departments were overjoyed for awhile since such a major change was going to be a huge step for Twitter.

There are some speculations that Twitter tested a possible idea to roll out a stand-alone DM application much like Snapchat. But for the now-being we only know that it was an experiment conducted on the part of the Twitter community and it’s already over. But for the sake of argument let’s imagine for a second that Twitter didn’t revert back the change and people can freely send and receive DMs to and from anyone.

What are the reactions of the update? They vary from indifference to downright panic. Early studies tend to conclude that this move is good for brands, good for spammers and bad for consumers.

I would say that there is no need to panic. I thoroughly enjoyed using Twitter over the last year and found it really helpful for making new connections, hearing feedback, sharing advice, and just having fun! Although the change didn’t pull through, as a marketer I would have definitely found it a great opportunity, even as I see myself straddling both the brand marketer and consumer worlds. A marketing manager like myself welcomes any opportunity to connect more easily and straightforward with existing and potential customers. And as an everyday Twitter user, I’d prefer it if my DM inbox wouldn’t be stuck with spam.

Before this update, publicity was the keystone of Twitter’s features – trending topics, hashtags, lists, etc. all supported public communication. While this’new’ option offered a fairly minor change, such DM policy adds an element of privacy rarely seen on the channel. Private communication via Twitte DM gives followers a more personal and secure customer service experience, while reducing negative conversation about your brand at the same time.

As a young and developing company, ours is opting to receive feedback from anyone. After all, if a customer wants to reach out to us through Twitter, we don’t want to shut off the opportunity. Twitter’s update might have helped open the customer service for better access and communication, but you can still contact us freely and openly about any topic @WebHostFace and @WebHostFaceHelp.

In the mean time you can take a look at our visual on this matter:

Inspired by: Carly Rae Jepsen – Call Me Maybe

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The CV is the first impression an employer can get from the job seeker, but I personally undermine its importance a little, due to the misleading image it can create. Anyone can google how-to’s or get a friend/relative to write and style a pretty decent CV. Sure, you can use a trick or two to demand their attention like asking for an unusual Subject on the email or including an extra task like attaching a photo of a cat, but generally this will give you scarce information about their character and ability to deal with the diversity of the customer base. A two-way interaction is the next logical step…

The personal interview is the component with most influence on the pre-hire part of the process. This is where the good manager needs to step in. Attend the interviews personally whenever possible – after all, who knows the company values and needs better than the one that runs it. Always trust your intuition but choose rationally. Avoid the cliches and the one-way conversation, be thought-provoking, send the candidate from the grim interview room directly to your world and the daily brain-teasers that accompany it. Try a few simple scenarios the Sales staff faces currently, ask for argumentation even on Yes/No questions, you can even include a logical riddle. This is the nutritious soil to nurture a creative and enterprising mind and this is when the worthy shall shine. For example, putting anyone into a position of a client with a certain question/issue should be no problem as we are all clients in our daily lives and we all have experienced good or bad treatment as such. Being on the other side of the fence requires a change of the thought process and shows uncovers the mental flexibility of the job seeker. This way you can choose the right starter pack and move forward…

The initial training is where things get serious. Such a key milestone demands as much company involvement as possible. You can get by with a short training and demanding the employee to learn on the go, but in the hosting business this strategy might prove to be inefficient in the long term. What you want is to build and nurture company and product loyalty in your staff, you want to show willingness to invest in them. Previous experience takes a backseat on this one, start everything from ground zero and build their knowledge upwards, step-by-step. You will soon learn that the brightest minds are not always the ones that have heard of Hosting before, or knew its specifics. Keep very close track of the training process, test the candidates occasionally to see if they are keeping up, help whenever needed. At the end of this “trial” you should have a pretty good idea who have the potential to become wonderkids and who are struggling. Lose the latter and now you have your future sales core. Still, your work is not yet done…

The ongoing side projects and tests are something that need not be overlooked. You might have a great bunch of young minds at your disposal, but if you don’t stimulate their brains to constantly evolve, they will just reach a certain peak and be satisfied. Engage your sales staff in various personal projects that demand creativity and alternative thinking, just give them the outlines of task and see how they deal with the details. This also separates the ambitious and involved people from the ones that can just follow direct instructions and cannot deviate from the basics. But one can wonder – isn’t that too much work for one person only. Well, yes it is, this is why you…

Trust your seniors! If your hosting company has succeeded in building the much needed mutual loyalty, you have another great tool at your disposal – the staff that already passed many training processes. You can easily get help from some of your seniors and put them on the other side of the fence, they already know your values and aims and can only assist in fulfilling them. Not only that, but your seniors are a priceless asset when it comes to future hires. Set up some kind of a nice Referral Program and whenever you need a new hire, first post the requirements internally. People like to communicate with others close to their interests so you can trust the judgement of those who have already shown their qualities. Build a bonus system, lets say if Sales Rep 1 recommends Sales Rep 2, and Rep 2 “survives” more than 6 months in the company, Rep 1 gets $xx.xx.

In its essence, the hosting business is just like any other, but it needs its sales geniuses more than ever. The evergrowing customer demands, constant innovations in the tech industry and the legions of competitors leave you with the sole option to fight for survival. In the War for Hosting this can only mean one thing – get the best Sales warriors and you can get a good night sleep, knowing that your business is well looked after.

The post Picking the Right Sales Employee appeared first on WebHostFace Hosting & Design Blog.

We have all asked ourselves the question – “How will Twitter evolve? How will it monetize?“. Even though seeing them experiment with ads and sponsored tweets, everyday statistics reveal that click through rates on social networks like this are estimated as low. What is more, gone are the days when people would call up a company and complain. Now, people are more likely to head to their smartphones or computers to tell the world how they feel about your product or a service. And that is simply because people prefer to spend their time communicating with each other. That’s why customer service is becoming increasingly important on social media platforms like Twitter.

So, is Twitter the natural evolution of customer service?

Definitely, yes!

Using it as a micro blog platform is not the case anymore. I think that Twitter has the unique opportunity to tap into the remunerative CRM space. It is yet another option for us to communicate with our customers, so I will not lie if I say that we are 24/7 Twitter available

Stating that we are on Twitter will be a statement that will not impress anybody. As a modern company we are now using it as a social messaging platform that will help us communicate better with you – our precious customers. We will hear what’s being said. We will filter what is important and we will respond quickly and suitably.

@WebHostFaceHelp is dedicated solely to responding to customers who need help. While creating our own social media strategy, we were mostly thinking about our customers and how to make getting help and assistance easier. Thus, we have separated our Twitter accounts and set one specially dedicated to answering customer service questions, so that make the lives of our customers much easier. It’s all about customer delight!

You will be assisted by knowledgeable personnel specially trained to answer technical questions quickly and accurately. Our cross-functional team focuses on @WebHostFaceHelp for listening and engagement 7 days a week. This team includes Customer Service, Sales and Technical Support agents. We have also dedicated a supervisor for Twitter customer service. Because service should always come with a smiling face!

Find us @WebHostFace and @WebHostFaceHelp – we’ll be happy to listen to you and we love to talk about hosting!

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