https://melotel.com/wp-content/uploads/2020/05/inner-banner2.png
The Most Reliable & Trusted
VOIP Service Provider
in Canada
May 23, 2017

3 Simple Steps To Being An Over-The-Phone Customer Service Master

Speaking over the phone is easy, right? After all, the vast majority of us do it every day. There’s nothing to it!

Thinking this way can present a problem for business owners. Perhaps, because so many of us spend so much time on the phone each day, we take for granted that we’re pros at it. Even the most professional of businesspeople, however, slip up now and again. And, by “slip up”, we mean neglecting to practice some of the most basic rules of phone etiquette. Perhaps, it’s time for a refresher course in how to be an over-the-phone customer service master!

Here are three simple steps:

1. Be sure to identify yourself at the beginning of each call.

You’ve likely been in touch with a number of your clients often enough that a “Hey, it’s me!” has probably become a common way to start off your conversations. It’s important not to get lost in making your calls too informal so that you don’t forget how to professionally address your new clients.

Building a rapport with each of your clients is important – and if you’ve established a friendly relationship, some verbiage can certainly slide. But, don’t forget to be clear about who is calling each time you dial a number. This is especially important when someone other than who you’re calling for answers the phone. It’s a bit embarrassing (not to mention unprofessional) to offer a “Hey, it’s me!” to a complete stranger.

2. Use the 5-step rule for placing callers on hold.

In the past, we’ve dedicated entire blog posts to the importance of properly placing callers on hold. It goes a long way in guaranteeing customer satisfaction. We highly recommend this five-step method:

  • Steps 1 and 2: Ask for permission and offer a timeline. “May I please place you on hold for about a minute or two while I look into that for you?”
  • Step 3 (if necessary): Return to the line if the timeline expires and repeat steps 1 and 2.
  • Steps 4 and 5: Apologize and offer thanks. “Thank you for holding, I’m sorry to have kept you waiting”.

These kind courtesies help to not only keep your callers on the line, but boost their impression of your brand image. People don’t generally like to be kept on hold. Making it a pleasant experience will significantly improve customer satisfaction.

3. Give your caller your undivided attention.

When you’re speaking with a client over the phone, be sure to give that person the respect of your full attention. Don’t carry on other conversations at the same time, continually saying “just a moment” to the person you’re supposed to be speaking with. Don’t eat or drink, as well. The sounds of munching and sipping during a business call are entirely unprofessional.

If it’s absolutely necessary that you tend to another matter while you’re on the phone with a client, either offer to call the person back as soon as you’re available, or implement the above mentioned steps for hold time.

Of course, it always helps if your business is equipped with cloud-hosted Commercial Phone Services that enable your employees to make the most out of their phone calls. With a rich set of features and an unbeatable price point, our phone services are practically must-haves for all business owners. For more information, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

0 Comment
Leave A Comment

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 VXCO.net 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"

Request Information

Connect With Us

Back