Are your customers frustrated when they can't reach you? Do they have to be transferred three times before reaching the right person? Here's how three different businesses keep the lines of communication open with customers.
Telecom Project Assistance, a telecommunications consulting firm, in Mountain View, Calif., provides customers with a list of every executive's title, job description, and direct phone number. Customers reach the person they want without call screening. If the executive is not available, the customer may leave a voice mail message -- or, at the touch of a key, connect to someone else.
Intech Construction, a building company in Philadelphia, believes customers should be able to reach employees whenever there's a problem -- day or night. The customer receives contact numbers for every employee on the customer's project: office telephone, fax, digital pager, mobile telephone, and home telephone.
APS Technologies, a Kansas City, Mo., provider of computer products and support, thinks customers should be able to contact the company however they want. To that end, the company offers several communication vehicles for its clients: a toll-free telephone number, a fax number, postal mail, E-mail, an interactive Web site, online services and bulletin boards, trade shows, and in-person user groups.