The MeloTel team uses the phone a lot. Considering the fact that we offer services to business owners all over Canada and the United States, it’s mandatory that we use the phone to stay in touch with our clients. As a result, we’ve worked to develop a strong over-the-phone customer service regimen.
When you can’t always speak to your clients face to face, it’s vitally important that you become an expert at developing relationships during phone calls. What are the best ways to demonstrate an unbeatable over-the-phone customer service regimen?
This sounds like a weird tip, doesn’t it? If you’re on the phone and the other person can’t see you, what’s the point of using body language, right? It’s all about being genuine. Your enthusiasm sounds a lot more realistic when you’re actually smiling. We’ve often blogged about the importance of smiling on the phone. Don’t underestimate it!
“Smiling while you’re on the phone makes a difference,” insists Joanie Hales on ZingTrain.com, “Enthusiasm is even more critical on the phone than in person. Remember, with each and every customer, your job is to get them to think they were the best thing that happened to you that day. And just as the customers can hear when you’re smiling on the phone, they can hear it when you are rolling your eyes, too.”
Before Beyoncé became a global pop sensation as a soloist, she was part of the group, Destiny’s Child. They shot to stardom with the help of their single “Say My Name”. Keep the song’s lyrics in mind every time you speak to one of your customers. It has often been said in the telecommunications industry that there is no sound sweeter than a person’s name. Using it regularly shows familiarity, friendliness and respect.
On every call, be sure to use your customer’s name. And, as Shauna Geraghty advises on TalkDesk.com, “ask the customer their name and pronounce it correctly. This communicates respect for the customer and lets them know that they are important.”
No matter how familiar you are with your industry, the goings-on of your business or your customers’ most common requests, never assume you know what each caller is looking for. Listen closely. Pay attention and be sure to address the unique and specific needs of each caller. As Hales advises, always read back an order to the customer in order to avoid honest mistakes.
“Four can sound like Forty,” she notes, “The read-back can save hundreds of dollars in costly mistakes! If a customer is phoning in an order for pick-up, tell them where to pick it up and the current wait. You can also go the extra mile by telling them about current parking, traffic details, or explaining to them what the process will be when they arrive to pick up.”
For a dose of MeloTel’s over-the-phone customer service style, please don’t hesitate to call us at 1-888-MELOTEL. Be sure to ask us about our cloud-hosted 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"
“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"
“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"
“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"