Providing top-of-the-line customer service is important all year round. But, it can be argued that there’s no more important time of year than now to turn up your customer service levels. Undoubtedly, your call volume has increased over the past few weeks. With holiday shoppers all over North America looking for the perfect gifts for their loved ones, your business is being called upon at a higher rate than normal for help.
Keep in mind that delivering your best customer service during the busy holiday shopping season is a must. It will encourage your callers to remain loyal for the long haul.
This tip has found itself in many of our previous blogs. It’s practically a motto around the MeloTel office to “smile before you dial”. Believe it or not, smiling has a huge impact on the tone of your voice. You’re human. It’s nearly impossible to sound like you’re in a bad mood if you’re speaking with a smile on your face. Try to make it a regular practice.
“To improve your greeting and tone, try smiling when you say it,” advises Felissa Benjamin Allard of Reader’s Digest, “Callers are able to hear when you’re having a good day just as they can tell when you’re having a bad one. Also take note of your tone of voice, volume level and posture when speaking on the phone.”
It’s a very busy time of year. Chances are you’ll run into a frustrated caller or two. Be sure to keep your cool in order to de-escalate any problems. This is especially important when a customer is rude to you. Never answer back with the same tone or attitude. Use empathy with such statements as “I completely understand your frustration. I’ll do my best to resolve this matter as quickly as possible.”
“Every business gets calls from rude, angry, and/or impatient people,” notes Mike Weil of The NEWS, “The key is to stay calm and be as diplomatic and polite as you can. Saying things like, ‘calm down,’ usually has the opposite effect. By showing a willingness to help resolve the problem or conflict, you can usually diffuse the situation. As a very good friend of mine used to say, ‘These situations are how you can turn lemons into lemonade.’”
It has often been said that the sweetest sound to a person’s ears is his/her name. It’s a little vain, perhaps, but apparently true. Be sure to use your caller’s name frequently enough that it helps you to build a rapport with the person. It creates a much more pleasant and friendly situation when you’re addressing the person by name instead of constantly using “sir” or “ma’am”.
“If the caller doesn’t tell you his or her name at the beginning of the call, ask for it. Then use it,” instructs Benjamin, “Using the caller’s name during the phone call adds a personal connection and helps the caller feel like the person fielding his or her call really wants to help.”
For dose of MeloTel’s brand of holiday customer service, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website! And don’t forget to ask us about our VoIP-based Commercial Phone Services!
“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"
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“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"