The beauty of speaking to someone face-to-face is that it allows you to communicate without even using words. A smile, a thumbs up, a high-five – these are non-verbal forms of communication that say a lot about your personality and the relationship you’re developing with the other party or parties. When you’re speaking on the phone, however, you don’t have the luxury of facial expressions or body language to do any of the talking for you.
This is why it’s so important to follow a firm set of rules when it comes to conducting business over the phone. In many instances, your first phone conversation with a customer will be his/her first impression of your brand. What can you do to gain a great first impression? How can you assure that you’ve sparked the beginning of a long-lasting relationship? It will require the following of a few simple steps.
Here are four:
It may sound obvious, but simply turning on the nice is something you need to be mindful of. It’s easy to get caught up in explaining the finer points of your business and not realizing that you’re speaking too fast or cutting off your caller from asking questions. Take your time. Be pleasant. Relax. Smile. This will help to eliminate any hint of agitation and encourage your caller to engage with you further.
Don’t speak over the caller’s head. Yes, you’re an expert in your field, and you should showcase that. But you don’t want people thinking you’re pretentious or too smart for your own good. If you plan on using words that are specific to your industry, be sure to explain them in a way that doesn’t insinuate a lack of intelligence on behalf of your listener. Words that are unfamiliar to your caller may only serve to turn him/her away.
A big-time pet peeve of people everywhere is being interrupted. When you’re on the phone, you’re bound to have things going on around you. Chances are you’ll have other calls coming in. Remember that you can’t handle too many things at once. And when you attempt to, your caller will know it. By being too busy to focus strictly on your current phone call, you give the other party the impression that he/she isn’t particularly important. It’s an easy way to lose business.
You’re not going to be able to meet every single request made of you. But, like most things that are said during a conversation, the ways in which you respond will make the difference between growing and losing a relationship. Replace phrases like “I’m sorry that’s against our policy” to “While I may not be able to offer a complete refund, what I can do is place a credit on your account so that your next order is free.”
At MeloTel, we have had many years of experience working on the phone and know how important it is to follow certain steps in order to make customers happy. We also know how important it is to utilize a top-of-the-line, cloud-hosted telephone service. For more information about our VoIP-based 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"