So, you fancy yourself an excellent customer service provider, do you? Well, that’s great! Here’s hoping your customers always enjoy their experiences interacting with you and the members of your staff. However, if you’re noticing that you’ve been getting more complaints than compliments, as of late, it may be time to adjust your company’s approach to customer service.
Then again, maybe your customer service is unbeatable! How can you tell? Here are three signs your customer service style is a cut above the rest:
Are your customers only able to contact your customer service representatives on the phone between the hours of 9 a.m. and 5 p.m.? If so, that’s not going to do much for your company’s reputation. It’s 2019. These days, consumers need to be able to reach out and get help using the communication method of their choice. Email, website live chat, social media accounts – these are all channels that companies should use to provide customer service.
“You cannot wait for customers to come to you,” insists Jerome Collomb on MyFeelBack.com, “Your goal should be to go and find customers and identify everything you can do to improve their experience with your brands, products or services. This can include creating profiles on social networks that will allow you to reach the customer via all channels.”
Nobody’s perfect. Your customers know that. It’s important that you know that as well. Mistakes happen. But it looks a lot worse on your company when you don’t own up to the mistakes you’ve made. A sincere apology followed up by a quick resolution process is a fantastic way to show customers that your customer service is a cut above the rest.
“When something goes wrong, apologize,” insists Susan A. Friedmann explains on TheBalanceSMB.com, “It’s easy, and customers like it. The customer may not always be right, but the customer must always win. Deal with problems immediately and let customers know what you have done. Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve.”
We’d be hard pressed to list a better way to make customers fall in love with your brand. As we just mentioned, nobody’s perfect. And when your business acknowledges that by implementing changes based on the feedback provided by your customers, it makes you as close to being a perfect provider of customer service there is!
“Your customer service needs to transform into a ‘mini research agency’,” says Collomb, “By listening to customers’ opinions, keeping track of their feedback, and using it to change the way you operate, you can extract a lot of value. Customer service is both the receiver and speaker of the customer’s voice.”
Contact MeloTel today for a dose of our customer service style! Call us at 1-888-MELOTEL or use the Live Chat feature on our website and be sure to ask us about our cloud-hosted Commercial Phone Services!
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“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 VXCO.net portal. READ MORE"
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“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"
“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. READ MORE"
“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"
“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"