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April 17, 2015

3 Methods Of Maintaining Top-Notch Service Levels

All week long, the MeloTel Blog has been focused on the concept of superior customer service. After all, it’s a major part of our mandate as a company. Especially when it comes to providing service over the phone, it’s important to be sharply on your game. Your customer may not be able to see you, but he or she still knows whether or not you’re smiling! Being pleasant and polite is always important. But that’s only the beginning.

In our past two blogs, we’ve pointed out the importance of attentive listening, recapping the call, putting yourself in your customers’ shoes and going the extra mile. All of these techniques serve to make your company one that has a stellar reputation for being a top-notch customer service provider. Thanks to those who have filled out our Customer Satisfaction Survey, we’ve learned that we’re certainly on the right track by adhering to all of the above mentioned techniques.

But the methods by which you can provide the best customer service in your industry don’t stop there. Being the best entails practicing a number of traits and continually finding ways to improve them. As well, it never hurts to have a “refresher course” in customer service so that you don’t fall into the trap of just going through the motions. It’s important to be genuine. Customers can tell the difference.

Here are three methods of maintaining top-notch service levels:

1. Show empathy. In some cases, you won’t just be dealing with a customer concern. Unfortunately, customer complaints are bound to happen. But when one of your clients is upset about something, consider it an opportunity to really show what your company is made of. Fixing a problem the right way can mean the difference between losing a customer for good and keeping him or her loyal for life.

Firstly, it’s important to communicate that you genuinely understand why your customer is so upset. Use language that expresses that you know what it would be like to be your customer’s shoes. Secondly, it never hurts to apologize. Accepting responsibility for a mistake is the first step in correcting it. Finally, show that you are willing to do what it takes to address the problem quickly and effectively. Your brand will shine as a result!

2. Empower through choice. People love feeling that they are in control. And, in many cases, customers can become irate when they feel that they have lost that control. Sometimes, the best solution to a problem is the one that is hand-selected by the customer. Therefore, you may want to go ahead and offer a number of options that empower your customers to locate the best solution themselves.

It’s a good idea, of course, to always have an alternative solution if the one you originally planned on proposing is deemed to be unacceptable by your customer. Empowering your customers also comes by way of providing the type of information that could help to avoid similar problems in the future. Help your clients to make informed decisions by describing the benefits of each of your options.

3. Be accessible. At MeloTel, we consider this to be one of the most important traits of a business that provides top-notch customer service. For this reason, we make sure to inform our clients that, even during the holidays, we can be reached for emergencies. In addition, we make sure that messages are promptly returned so that no client ever feels as if finding one of our representatives is a difficult task.

Put us to the test! Give us a call at 1-888-MELOTEL today!

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Here are a few testimonials from what our customers have to say:

Danielle Cameron
Heidi Kaufmann
Charles Murray
Rashalee Green
Fouad Shuhaiber
Dr. Martin Jugenburg
Wayne Goldstein
Danielle Cameron (VP Marketing)Imprezzio Marketing

“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"

Heidi Kaufmann (Manager )TK Enterprises

“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"

Charles Murray (CEO)Benjamin Verde

“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s portal. READ MORE"

Rashalee Green (VP of Operations)Synergy Marketing

“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"

Fouad Shuhaiber (CEO)National Projects

“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"

Dr. Martin Jugenburg (Surgeon)Toronto Cosmetic Surgery Institute

“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"

Wayne Goldstein (CEO)Global Mentoring Solutions

“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"

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