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August 7, 2020

How Feedback Is A Key To Your Company’s Success

No matter what type of business you run, feedback will always be a very important part of its success. Think about it. These days, people are only too happy to express how unhappy they are with the businesses they feel wronged by. Between Yelp and the myriad of social media platforms that enable people to voice their concerns, the feedback your company receives likely comes fast and free.

This is a good thing. Consider how quickly you can make changes by simply listening to what your customers have to say. You get free advice – as hard as it may be to take – giving you ample opportunities to improve your brand. People love it when they are heard. It shows they are valued by the companies doing the listening. Implement changes based on the feedback you receive and you will only make your customer base grow.

The feedback given within your place of business is just as valuable.

When your employees inform you of what customers have to say, it should foster more opportunities to make improvements. But you have to give feedback as well. As a business owner, one of your chief roles is to help your workers improve by offering helpful tips. Not everyone likes to give feedback and that’s understandable. You don’t want to hurt feelings. But, as adults, constructive criticism should be expected – all in the name of doing better.

Be positive when delivering feedback. In a recent blog covering this topic, we advocated for the use of the “sandwich technique”. This is a feedback practice where you “sandwich” your constructive criticism in between two comments of praise. Your job is to help your workers improve. Being mean won’t accomplish that. So be mindful of your tone and use of language when delivering your feedback as well.

Be clear about why you are delivering the feedback.

For some, receiving feedback feels like being judged. Naturally, this isn’t a good feeling. Always inform your employees that you value them. Providing feedback is not a judgment call on your part. It’s simply a requirement that will help the business to flourish as a whole. Remember that you aren’t commenting on a person’s character, but rather wish to share some tips to help improve his/her performance.

Being clear means pinpointing specific incidents that you would like to see bettered. The following example shows clarity in what was done and what should be done going forward. “On your last call, you told the person to hold on. In future, remember to ask for permission before placing your callers on hold.”

Could you use some help providing feedback to your team?

Please call us at 1-888-MELOTEL and ask us about our excellent feedback tool, the Monitor Whisper Panel! The “Monitor” feature allows you to listen to both parties on any given call undetected. The “Whisper” feature lets you subtly drop in to the phone calls to coach your phone agents.

In the event an interaction requires supervisory intervention, you can quickly barge in to immediately assist on the call. This helps you to resolve any pending issues your rep may be unable to fulfill, while still maintaining the overall customer experience.

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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 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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