In our last blog, we listed some simple ways to ensure that your customer service practices over the course of the holiday season are top-notch. That way, you’ll be able to remain on your customer’s “nice” lists. There are, of course, some things you can do to be put on their “naughty” lists – and these things you definitely want to avoid!
Here are four ways to get on your customers’ “naughty” lists:
1. Don’t stick to your promises. It will be hard to find something that will frustrate a customer more than a broken promise. If your customer is waiting on an order, be sure to give an arrival date that you can meet. If the delivery is made late, it could ruin plans made by the customer and he/she will have you to blame for it. Be sure to stick to your word in order to maintain a high level of trust between your company and its customers.
2. Keep your customers waiting. Is there anyone in the world who actually likes waiting? We’d be willing to bet that the vast majority of the population considers waiting a total waste of time. With that said, it’s not uncommon for your phone agents to have to place their callers on hold. And even though they may not enjoy waiting on the line, most people realize that hold times are often necessary.
Believe it or not, making use of Custom Hold Music can work wonders here. Firstly, it ensures your callers that they have not been disconnected from the calls. This goes a long way in keeping callers on the line. Secondly, it’s the holiday season! It only makes sense to infuse some holiday spirit into your customer base by giving them some seasonal music to listen to. Thirdly, MeloTel’s Commercial Phone Services offer you the ability to create your own customized ads for people to listen to while they wait. It’s a proven way to boost sales!
3. Forget that customers are people. Common courtesies are very valuable. And when your team of phone agents becomes inundated with an influx of calls, it can be easy for them to forget the “simple” things that make your company great. Saying “please” and “thank you” and NOT rushing through phone calls communicates that you respect your customers as people and do not look at them simply as numbers.
4. Argue with your customers. We all know the phrase “the customer is always right”. But we also know that that isn’t necessarily true all the time. Nevertheless, it’s the job of your phone staff to resolve issues, not exacerbate them. Sometimes, phone reps lose their cool. And, to be fair, they’re human too. Getting frustrated is normal. But arguing with customers is certainly no way to build your brand’s image.
With MeloTel’s VoIP-based Commercial Phone Services, it will be pretty difficult to get yourself on your customers’ “naughty” lists. With so many incredible features, you have access to an entirely new way of providing customer service. Incoming Call Routing, for example, ensures that several of your phone numbers are tried before your callers get your answering machine. That way, you are made a lot more accessible than normal.
For more information about our Commercial Phone Services and how their features can help keep you off your customers’ “naughty” lists, 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"