At MeloTel, we’re extremely proud of our past ten years of success. In that time, we’ve grown from being a start-up telephone company to an all-you-can-eat buffet for small businesses – sort of. To be clear, we don’t offer any eats, however, we do see MeloTel as one-stop shop for all of a company’s communication needs.
Our VoIP-based Commercial Phone Services, incomparable Website Maintenance Services and unbeatable Bloggers & Creative Writers For Hire only scratch the surface. However, we’re well aware that our company couldn’t have grown in the way that it has without gaining a reputation for being an excellent customer service provider. In this two-part blog, we’ll discuss the top techniques that have helped us. Let’s start.
While you may consider yourself an expert in your field, it’s vital that you keep in mind that the majority of your customers are not. Be sure to explain your products, services and policies in ways that are easy to understand instead of overusing company jargon. Be patient, calm and clear in your explanations. This is especially important when customers get upset. The last thing you want is for anyone to go public with their displeasure with your company.
“Complain: What a customer does when they are unhappy,” explains Forbes.com, “They complain to friends, on social media, and even sometimes to you. Your business reputation is only as good as your customer’s last experience. Everyone that interacts with your customers should understand this.”
Active listening is one of the most important traits of an excellent customer service provider. There’s simply no way to provide a customer with excellent service if you’re not completely clear on what he/she is looking for. Don’t assume. Be sure to listen to what your customers are saying and make sure to directly tackle their issues.
“The ability to really listen to customers is so crucial for providing great service for a number of reasons,” says Gregory Ciotti on HelpScout.com, “Not only is it important to pay attention to individual customer experience (watching the language/terms that they use to describe their problems), but it’s also important to be mindful and attentive to the feedback that you receive at large.”
Arguably, there is nothing worse than lying to a customer. Once trust is lost, you’re not likely to ever get it back. It’s just like any other relationship. You need to showcase your ability to be reliable in order to maintain a strong connection. If you make promises you can’t keep, you’ll not only lose customers, but you’ll miss out on making customers out of people who hear the public complaints made about your business.
“Overpromise: Making a commitment to a customer that the company is not economically able to keep,” clarifies Forbes.com, “This is not a solid base for sustained excellent customer service.”
The MeloTel team would love the opportunity to showcase our customer service style to you! For information about any and all of our cloud-hosted services, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!