I had the privilege of attending the 8th Annual Stevie Awards for Sales and Customer Service in Las Vegas over the weekend. After a couple posts asking you to vote for Phone.com for the People’s Choice Stevie Award for Customer Service Department of the Year, it’s only fair that I take a few moments to share the results with you.
With over 400,000 votes cast for the People’s Choice Award Customer Service Awards, Vonage was the winner in the telecommunications category. For Customer Service Department of the Year for a telecommunications company, Automated Systems Design, Inc. was the big winner. I want to offer a word of congratulations to both companies for their achievement.
Our awesome customer service team came away with the bronze Stevie Award for Customer Service Department of the Year for a telecommunications company and we could not be prouder. In a recent post on Communicate Better Blog I shared what I would have said had I been given the opportunity to speak.
I was so honored to accept the award on behalf of Phone.com. While our customer service team is awesome, an award of this nature is not earned solely by the customer service staff. It is in fact a collaborative effort of everyone within the organization from our executives, to our engineers, to our customer service representatives and of course a fantastic group of customers. It takes an entire company that listens to and cares for its customers and that is precisely what we strive to do better each day at Phone.com. Together we won this award!
With more than five million views on YouTube to date, it’s likely you have already seen the video I have posted below. In my opinion, the video has that many views not only because it’s funny, but because it is true. It accurately portrays many of the challenges that arise during conference calls.
There are obvious issues that hinder effective communication over conference calls including user failure (mute button mishaps), technology failure (internet and phone quality) and of course the general awkwardness caused by not being in the same room with the people in your meeting. Allow me to propose a brief solution to these problems that will help make your meetings more effective:
1. Be Flexible, Forgiving And Respectful- You may encounter some difficulty communicating and knowing when it is your turn to speak on a conference call. It can be frustrating to have other people on the call talk over you. For the sake of your sanity, I recommend assuming the best of others and being patient but persistent until you get a chance to talk.
2. Focus On The Call- If you are on a conference call, it is likely you are talking on a computer soft phone or have your computer with you. Do your best to give that call your full attention so you can be attuned to the cues of the other people on the call.
3. Consider Adding Video- Platforms like GoToMeeting and Google+ Hangouts have video conferencing well-integrated. The ability to see others can often make communication more effective and efficient.
4. Meet In Person- Where possible, make meeting in person your default for meetings. This allows all participants to get a true “feel” for the meeting and have the best chance at communicating better.
With all of this being said, conference calling absolutely has its place in meetings. Phone.com offers a feature-rich, high-quality HD Conferencing service on all plans. Click here to learn more. After watching this video, let us know if this accurately portrays your experience with conference calling.
Do you love Phone.com customer service? If so, we need your vote by Friday, February 14! In addition to winning a Stevie Award for Customer Service Department of the Year, Phone.com is in the running for a People’s Choice Stevie Award for customer service. I have two assignments for you. First, click the image below to cast your ballot. It will only take a few moments. Second, get a hundred of your closest friends to vote as well.
Thank you so much to our customers for partnering with us in our success!
John Frankel, founding partner of ff Venture Capital and investor in Phone.com, was recently interviewed by Deirdre Bolton on Bloomberg Television’s “Money Moves” about some of the companies they are investing in. In the short interview, he talked about some exciting news from Phone.com including the upcoming release of our new API. He said, “Phone.com will be opening their APIs so that other developers can use their platform.”
Be sure to watch the short interview and stay tuned for more about our API in the coming days.
Click here if you have trouble viewing the video.
At Phone.com, we’re not shy about the fact that our primary goal is to deliver customer satisfaction. While we don’t claim perfection, we do strive to meet this goal daily. The reason we do this is that we are passionate about our customers and it is absolutely the right way to do business.
With that being said, it is fantastic to be recognized for our awesome customer service. Phone.com has received the Stevie Award for Customer Service Department of the Year for a telecommunications company. The awards will be announced February 21 at the 8th annual Stevie Awards for Sales and Customer Service, held at the Bellagio Hotel in Las Vegas, and I’d love nothing more for our staff than to walk away with the gold!
We are also in the running for the People’s Choice Stevie Award for Favorite Customer Service. This is where we need your help! If you are a fan of Phone.com, please take one minute to vote for us. Simply click the button below to submit your vote.
This truly is an honor and I am tremendously proud of our entire company for the accomplishment and grateful to the fantastic customers we serve each day. Learn more about how we approach customer service at CommunicateBetterBlog.com and stay tuned in February for a complete review and pictures of our Stevie award!