When you’re speaking with someone on the phone, you don’t have the advantage of eye contact, hand gestures and facial expressions to communicate your mood. With only your voice as a communication source, it’s imperative that you become a master of using the correct tone and speed. The inflections in your voice are what will either endear you to your callers…or turn them off!
But it’s not all about the sound of your voice. To be considered a true provider of excellent customer service, it’s imperative that you follow certain phone etiquette practices. Here are four:
Some phone agents get caught up in the monotony of their jobs and end up hurling out the same phrases to everyone. Spewing out a “hold please” may seem perfectly acceptable when it’s the 100th person you’ve placed on hold within a day. However, it’s unacceptable to that person who’s only heard it the one time. That person may also have many other businesses and their representatives to compare you to on any given day.
Substitute a “hold please” for a polite, “May I please place you on hold for a minute or two?” It may seem like a small change, but it will make a big difference. Use this policy for all requests. Change quick and to-the-point phrases like “name on the account” to “May I have the name on the account please?”
The same advice you were given as a child is the advice that you should be taking today. It’s doesn’t ever hurt to say “please” and “thank you”, so don’t forget to use these words in healthy doses. The words express respect. And it’s an important element of any relationship. No one likes to be taken for granted. So it’s wise to always show your customers that you appreciate them. As common as they are, offering these simple gestures will go a long way in boosting your brand’s image.
This may sound silly, but it’s important to add that you should never be above offering a “you’re welcome”. When a customer thanks you, be sure to acknowledge it. To reiterate an earlier-made pint, it’s often the little things that have the biggest impacts. If a customer gets off the phone with you and feels that the interaction was less than pleasant, it can often be enough to keep that customer from ever calling back.
No matter how busy your work day may be, it’s always important to finish what you started before jumping on to another task. If you’re on a call that gets disconnected, don’t leave it up to the customer to reconnect the conversation. Take the initiative to call back and show that you value the customer’s business.
This will also showcase your company’s ability to make things easy for customers. Allowing them to avoid having to dial you up after a disconnected call is a favour that won’t be forgotten. Again, small things make big differences.
Now, you have the tools to offer excellent customer service over the phone…but do you have the right phone service? For more information about MeloTel’s cloud-hosted Commercial Phone Services, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
“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"
“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"
“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"
“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"
“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"