Article Number: 8786
Beaulieu America Stays in Touch with Customers, No Matter What the Weather
Dalton, Ga. February 25, 2014 – When impossible ice and snow conditions slammed Dalton, Georgia within two weeks of each other, Beaulieu customers would never have known it. That’s because the Beaulieu America call center stayed on the job servicing all the normal needs of their customers, even though many roads in North Georgia were shut down.
“Unlike many area businesses, where you either got a recording saying they were closed or you were shuttled off to their website, we were answering our customers’ calls usually within our normal time goal,” said Regina Jones, Customer Service Director. “The customer shouldn’t be inconvenienced because we had bad weather. They just want their business handled.”
The secret, explains Ms. Jones, is the combination of special Voice Over Internet Protocol (VoIP) and soft phone technology, three years of practicing a disaster/recovery plan and a department full of very dedicated people.
“Years ago, Beaulieu invested in computer technology that allows our customer representatives remote access from home, with no loss of call monitoring or voice quality,” Ms. Jones pointed out. “We practice by rotating our agents constantly so we are always prepared when tornados, ice storms or whatever are approaching.”
The reaction of one dealer was similar to most: “I was a little surprised when you all answered the phone, considering the weather you’re having.”
Regina Jones and her team were not surprised at all.
For more information, contact: support@blissflooring.com
To learn more about Beaulieu America and its quality flooring, visit: www.BlissFlooring.com
About Beaulieu America
Beaulieu America makes flooring for residential, commercial, and specialty markets. Headquartered in Dalton, Georgia, Beaulieu America designs and markets BLISS carpet and LVF for residential, HOLLYTEX for main street commercial, BOLYU carpet for specified commercial and AQUA carpet for the hospitality industry.
Beaulieu®, Bliss®, Hollytex®, BOLYU®, and Aqua® are registered trademarks of Beaulieu Group, LLC
“Unlike many area businesses, where you either got a recording saying they were closed or you were shuttled off to their website, we were answering our customers’ calls usually within our normal time goal,” said Regina Jones, Customer Service Director. “The customer shouldn’t be inconvenienced because we had bad weather. They just want their business handled.”
The secret, explains Ms. Jones, is the combination of special Voice Over Internet Protocol (VoIP) and soft phone technology, three years of practicing a disaster/recovery plan and a department full of very dedicated people.
“Years ago, Beaulieu invested in computer technology that allows our customer representatives remote access from home, with no loss of call monitoring or voice quality,” Ms. Jones pointed out. “We practice by rotating our agents constantly so we are always prepared when tornados, ice storms or whatever are approaching.”
The reaction of one dealer was similar to most: “I was a little surprised when you all answered the phone, considering the weather you’re having.”
Regina Jones and her team were not surprised at all.
For more information, contact: support@blissflooring.com
To learn more about Beaulieu America and its quality flooring, visit: www.BlissFlooring.com
About Beaulieu America
Beaulieu America makes flooring for residential, commercial, and specialty markets. Headquartered in Dalton, Georgia, Beaulieu America designs and markets BLISS carpet and LVF for residential, HOLLYTEX for main street commercial, BOLYU carpet for specified commercial and AQUA carpet for the hospitality industry.
Beaulieu®, Bliss®, Hollytex®, BOLYU®, and Aqua® are registered trademarks of Beaulieu Group, LLC
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