Daily support
You are a first point of contact for all Virtual Office (VO) customers and will be handling their enquiries:
Call handling
Some centres handle calls themselves and some have centralised call centres
Either way they are your customers; you are responsible for their satisfaction and they will contact you with their queries. See the Telephone answering guide for further details on how to answer their calls
Remember: If they contact you with a query or complaint, use the Four Golden Rules
Mail handling
VO customers will contact you when they need to amend mail handling instructions or have a query or a complaint. See the Mail handling guide for more details
Keep all incoming post in cabinet/pedestal which is lockable
Invoice queries
To explain invoice layout and format please use and share this Invoice guide
Explain how MyRegus can be used, to easily download copies of invoices, review account statement, book meeting rooms, update their details etc
Answer any query promptly and use the Four Golden Rules to help give the customer a good outcome
Supporting your Virtual Office customer
Introduce them to Regus Partnerships and our Referral programme
Inform them about new Regus products or services that could benefit their business. Selling services will benefit your centre’s revenues
Invite them to networking events that you or your nearby centres are organising
Supporting your General Manager (GM) with Virtual Office set up
Review Virtual Office Customer experience so you can support your GM and get in-depth information about set up, service reviews, renewals and end of service meeting
Daily supportYou are a first point of contact for all Virtual Office (VO) customers and will be handling their enquiries:Call handlingSome centres handle calls themselves and some have centralised call centresEither way they are your customers; you are responsible for their satisfaction and they will contact you with their queries. See the Telephone answering guide for further details on how to answer their callsRemember: If they contact you with a query or complaint, use the Four Golden RulesMail handlingVO customers will contact you when they need to amend mail handling instructions or have a query or a complaint. See the Mail handling guide for more detailsKeep all incoming post in cabinet/pedestal which is lockableInvoice queriesTo explain invoice layout and format please use and share this Invoice guideExplain how MyRegus can be used, to easily download copies of invoices, review account statement, book meeting rooms, update their details etcAnswer any query promptly and use the Four Golden Rules to help give the customer a good outcomeSupporting your Virtual Office customerIntroduce them to Regus Partnerships and our Referral programmeInform them about new Regus products or services that could benefit their business. Selling services will benefit your centre’s revenuesInvite them to networking events that you or your nearby centres are organisingSupporting your General Manager (GM) with Virtual Office set upReview Virtual Office Customer experience so you can support your GM and get in-depth information about set up, service reviews, renewals and end of service meeting
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