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May 19, 2020

How To Deliver Excellent Customer Service During COVID-19

If you’re sick and tired of hearing about COVID-19, we don’t blame you one bit. We are right there with you! A couple of months into this pandemic situation have felt like years, haven’t they? Sadly, this is a situation that we’re all faced with and it doesn’t appear to be ending any time soon. We join you, of course, in being hopeful about a sooner-than-later scenario as it relates to things going back to normal. But, in the meantime, you have a very important job to do.

As a business owner, it’s imperative you make the safety of your staff and your customers your top priority. Understandably, this is a tough time. If you run an essential business, your doors are open, but you need to follow social distancing protocol. If you’re business is considered non-essential, you’ve had your doors closed for some time now. As a result, you’ve likely been running an online or over-the-phone entity. So how do you deliver excellent customer service?

Be informative.

Make no mistake – this is an extremely important time for your staff to provide the best customer service possible. Everyone is on edge. Your customers are sure to understand the tough situation your company is facing, but they expect their needs to be met as well. Do you offer curbside pickup? Can your products be ordered online? During which hours are your phone lines open? Ensuring your customer base has the answers to these questions is vital.

Show empathy.

This is a top way to demonstrate an excellent customer service regimen. Keep in mind that your customers are also facing tough times. If they mention having particular difficulties, be sure to not bypass such statements. Express your sincere concern and understanding. Offer well wishes. Let them know you and your company are there to support them. This show of empathy will be remembered long after COVID-19 passes.

Apologize when necessary.

You may not be able to deliver the items your customers need by the times they need them. Most will understand that the present situation does present some barriers. Nevertheless, never be above an apology. This is certainly a time when showing your brand’s human side is necessary. Be sure to be apologetic, informing your customers that you’re aware of the inconveniences they are facing.

Offer alternatives.

Don’t have an item a customer is looking for? Suggest a reasonable replacement. Can’t get a product shipped out right away? Offer to have it waiting curbside. There are many new options available to you as the coronavirus pandemic rages on. Try your best to not give “no” as an answer. Instead, find an alternative method of providing your customers with what they’re looking for.

Be accessible.

Your store may not be open, but that’s no reason for customers to not be able to reach you. With today’s VoIP technology having revolutionized the ways business people communicate, you can make yourself available over the phone no matter where you are. Please don’t hesitate to call us at 1-888-MELOTEL to ask about our cloud-hosted Commercial Phone Services and the Cloud Softphone app that comes with them for free!

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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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