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The Most Reliable & Trusted
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January 14, 2020

How To Establish A Customer-Centric Brand

At MeloTel, providing unbeatable customer service is a top priority.  Now, we realize that many companies, all across North America, live by this same mantra. But to be fair, not all customer service regimens are created equal. As far as our team is concerned, providing the best customer service in the telecom industry is only achievable through having listened intently to the needs of our customers.

It’s imperative that we provide each and every one of our clients with services that meet their unique and specific needs. However, it also helps that we know our clients by name. Being a smaller company than the major corporations that exist within the telecom world helps us to develop stronger and closer relationships with the people who entrust us as their service provider. But what other steps are necessary to be considered a customer-centric brand?

Ask for feedback and implement changes based on it.

To reiterate, we pay close attention to our customers. MeloTel recently celebrated its 11th anniversary and we certainly didn’t make it 11 years in the business without making some changes. As the years have passed, we’ve learned a lot about what our clients really want. We’ve listened to their feedback and made changes based on it. Do the same and customer satisfaction is bound to grow.

“Many companies mistakenly assume that they know what their customers want,” writes Marina Martin on Dummies.com, “One of the first and most important steps in becoming customer-centric is taking steps to find out — rather than just assuming that you already know — what your customers want and expect of you. You need to discover whether you’re meeting, and hopefully exceeding, their expectations.”

Respond to online reviews.

In 2020, the online review is practically king.  Never underestimate the power of word-of-mouth promotion. And never underestimate the power of the internet. When curious consumers read online reviews, they generally base their buying decisions on them. Keep abreast about what people are saying about you online and always respond.  

“In the digital age we live in it’s easier than ever to share information, both good and bad, across multiple platforms,” Keri Jacoby reminds us on EasyDigitalDownloads.com, “These stories grow, and spread, and can make or break your brand’s reputation. It’s for this reason that your customers’ perception of your brand is of paramount importance.”

Make sure your customer service is consistent.

If a customer calls us up your company and receives excellent customer service from Mary, but then receives poor customer service from Paul, which of the two individuals do you think that customer will remember the most? Unfortunately, bad experiences tend to stick in people’s memories longer than the good ones. It’s vital that everyone on your team is equipped with the same knowledge as well as the willingness to provide top-notch customer experiences.

“If you ask ten people what being friendly to a customer means, you’ll more than likely receive ten different answers,” says Martin, “You have to quantify service quality by developing specific, objective, and measurable service standards that translate service quality into specific behaviours and actions. Service standards provide a basis for the objective evaluation of staff performance and ensure consistency of treatment for customers across the board.”

For a dose of MeloTel’s customer-centric service, please don’t hesitate to call 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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