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September 6, 2016

How Important Is Customer Service To Your Brand?

Let’s just cut to the chase here. The question posed by the title of today’s blog is a trick question. At least, it should be. Because if customer service isn’t vitally important to your brand, you’re in the wrong business – and that’s the business of being in business! You see, it doesn’t matter what type of business you own or what industry you’re a part of – one thing remains true for every entrepreneur – a focus of top-notch customer service is a must!

Why is providing excellent customer service so important? Well, there are countless reasons, if we’re being honest. But let’s start with the fact that there is a lot of competition out there. In many cases, customers will either choose your brand or go with your competitors based on the service they receive. And that’s because, in many cases, you’re selling the same or similar products and services.

Customers value the experiences they have with particular brands. They remember when they are referred to by name, when they are greeted in friendly manners, when they are made promises that are kept, when their questions are answered promptly and correctly – you get the picture. If customers feel that they can receive these great experiences elsewhere, they won’t be likely to return to your business for the needs your business claims to satisfy.

How can business owners improve their customer service? Again, there are actually countless ways to improve your customer service. But let’s start with the basics. Being polite and courteous are tasks that shouldn’t have to be mentioned, but we’ll mention them nonetheless. But let’s focus, for a bit, on providing accurate information. Customers need to feel that they can trust the brands they work with.

If they are provided inaccurate information, it almost always leads to a great deal of frustration. Often, brands have tough times recovering from mistakes that were made by their customer service reps. This is especially true when inaccurate information is provided over the phone. If it’s as easy as dialing another number to get superior customer service, most consumers will choose to do so. It’s important, therefore, to employ a highly competent staff.

How can you ensure your customer service levels are top-notch? For the most part, it comes down to good training and constant feedback. Having approachable, knowledgeable and enthusiastic call centre managers can definitely help the levels of customer service your company provides over the phone. At MeloTel, we’re happy to offer the perfect tool for helping your managers and supervisors monitor performances and provide ample feedback!

It’s call Monitor/Whisper Control Panel. With this innovative feature, call centre managers and supervisors can listen in to their phone agents’ calls live and as they happen. They also have the option of whispering information to their agents without the other parties hearing anything. That way, they can provide assistance to improve customer service in an immediate way. Resolving issues at the first points of contact goes a really long way in impressing customers!

Let’s work together on proving to your customers that you prioritize providing excellent customer service. For more information about Monitor/Whisper Control Panel, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!

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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
Name
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"

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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