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August 23, 2018

5 Phone Etiquette Tips That Will Improve Your Customer Service

At MeloTel, we’re immensely proud of the fact that our cloud-hosted Commercial Phone Services have helped many a North American business owner to better run his/her business. With calling capabilities that no landline could ever provide, our VoIP-based phone services allow for much greater abilities to communicate. This has driven customer satisfaction to all all-time highs for many of our clients!

Of course, phones can’t work themselves. It’s imperative that every company that conducts business over the phone has some specific guidelines in place for their phone agents to follow. If it’s one thing MeloTel prides itself on more than its phone services, it’s the customer service regimen that has garnered our company such positive reviews. In today’s blog, we’d like to share a few phone etiquette tips that will improve your customer service.

Here are five:

1. Always identify yourself at the beginning of all calls.

When you’re answering a call, it’s important to be clear about who you are. People don’t particularly like speaking to company representatives. They like speaking to people. Introducing yourself immediately is a key way to begin a customer relationship. Be sure to ask for your caller’s name as well. If you can develop an early first-name basis situation, you’ll lay the groundwork for a long-term connection.

2. Be mindful of your tone.

Never forget that phone conversations eliminate your ability to use body language. Your facial expressions and hand gestures won’t count for much when the person you’re speaking with can’t see you. However, don’t think that you can’t use such gestures. Doing so will actually help with your tone. Being friendly and polite will come a lot more naturally if you’re not sitting as still as a statue.

3. Think about what you’re going to say before you say it.

Jot down specific points before you place a call. A point form list will help you to expertly move the conversation from one topic to the next without wasting much time. In many cases, it will be important for you to be concise. As well, knowing each point of the conversation before it starts will help to eliminate the “ums” and “ahs” that drag conversations, making them sound less professional.

4. Ward off all interruptions.

If you’re looking for a surefire way to annoy the person on the other line, keep interrupting the conversation. When you’re on a call, it’s important that you give the other person your full and undivided attention. Attempt to keep hold times to a minimum. Make sure that the call you’re on takes full priority. When you treat every customer like he/she is your only customer, you will significantly increase customer satisfaction.

5. Make hold time a good time.

This point actually borrows from one of our recent blog titles. It deserves repeating. In short, the best way to put a caller on hold is to ask for permission and provide a timeline: “May I place you on hold for a minute or two while I look into that for you?” When you return from the hold time, offer an apology and show your gratitude: “Thank you for holding, I apologize for keeping you waiting.”

For information about MeloTel’s Commercial Phone Services, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

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Danielle Cameron
Heidi Kaufmann
Charles Murray
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Name
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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

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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"

Name (title)Skinjectables

“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"

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"

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