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September 9, 2011

Avoid Common Customer Service Pitfalls

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This past week, the MeloTel Blog has focused on the concept of customer appreciation. You might say that we feel that you can never do too much to thank your customers for their patronage. But then again, you might also be able to say that less is more. You wouldn’t want to go overboard and make any of your clients feel uncomfortable.

On CustomerServiceManager.com, Ingrid Cliff explains that some business owners do their best to provide great customer service but end up making some costly mistakes in the process. Today, we’d like to take a look at a few of these mistakes in hopes that we can help you (and ourselves) to avoid them!

One of the top mistakes that business owners make, according to Cliff, is being “one hit wonders”. Many of them “go all out” to attract new customers by spending a lot of money on expensive marketing campaigns. But as soon as the new customers come through the door, they feel like their jobs are over.

What about maintaining those customers and working to ensure that they return? Don’t assume that just because a customer has visited your store once that he or she will be back without encouragement from your end to do so. At MeloTel, we work diligently to build long-lasting relationships with our clients.

Get to know your clients by name, extend your hand of friendship and discover what things about your business you can work on to keep them continually satisfied. With that being said, Cliff warns not to provide too much information. This is another common customer service pitfall.

Keeping in mind that you want to remain in touch with your customers, you want to be careful not to bombard them with too much information. Three emails per day is a definite example of overdoing it. The act of coming on too strong has never been an attractive trait in any situation, be it personal or professional.

At MeloTel, we like to exhibit a healthy mix of give and take. In other words, we enjoy reaching out to our customers through our Facebook and Twitter profiles as well as our blogs on a regular basis. This allows our clients to come to us when they feel obliged to do so. Direct contact should be done moderately so as not to potentially push people away.

However, the last thing you want to do is provide the silent treatment, says Cliff. When a client has an issue and he or she contacts your business with this concern, sending out a “thank you for your feedback – your opinions are important to us” message will not do the trick. Show that you care and personally respond to the comment. Keep your promises and you will keep your customers!

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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"

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