It can be very alarming when your phones stop working, but don’t panic. We’re here to help. We know how essential communications are to the success of your company.
A telephone system that is not working properly can cost you time, money and important business relationships.
When calling TG Communications for support of a phone system that we have installed, an experienced member of our Customer Support team may ask for a few details relating to your issue.
We often get calls from our customers that go something like this:
“Good morning, TG Communications. How can I help you?”
“Our phones are down. Can you send a tech right away?”
“Can you tell me a little bit about what’s going on with them?”
“I don’t know. Nothing’s working. When can someone get here?”
Keep calm and provide details.
We get it. When things go wrong, you just want them fixed. However, taking the time to provide some information about the nature of the trouble can be invaluable in getting your phones up and back to normal as quickly as possible. In fact, we are often able to resolve trouble over the phone within a few minutes.
If your problem cannot be resolved over the phone, and we need to dispatch a technician, the information you provide can greatly reduce the time it takes to troubleshoot the phones while onsite.
Here are some examples of the questions we may ask to determine the nature of the trouble:
- Do your phones have a display?
- Do you have dial tone on all lines?
- Is the issue happening on just one phone or all phones?
- Is your carrier experiencing issues / outages?
- If you have an IP phone or cloud-based phone system, is your internet working?
- Have there recently been any changes to your network, internet, or phone service?
We may also ask for details such as which extensions are affected or specific call examples (including time of date and time of call, related phone numbers, etc.).
Let us help you!
While we can certainly initiate and resolve a Service Request with limited information, your input is key to helping us serve you better and to get you back to “business as usual”.