In any blog you read about providing excellent customer service, you’re bound to receive the cookie-cutter style of advice that asks you to sound pleasant and be polite. Tell you something you don’t know already, right? It’s a no-brainer to be nice to people. However, there are some customer service practices that can help set your brand apart from its competitors.
What can you do to make your over-the-phone customer service stand out? Read on.
Caring for customers requires a bit more than simply answering questions and being nice. Express a genuine interest in what interests your callers. That way, you’ll be better able to serve them. Customer service – and sales, for that matter – is about meeting needs. We’re talking about the needs of your customers, not the needs of your business. Get to know the people who support your brand and you’ll receive a lot more support going forward.
“Providing top-notch support often requires developing a genuine interest in the customer’s question, concern or situation,” writes Tiago Paiva on Salesforce.com, “Agents can accomplish this by building effective rapport, asking probing questions and having some empathy for the customer…Developing an interest in the customer will show them that your company cares about them and will provide them with the service they crave.”
Do customers like expeditious customer service? Absolutely. Do customers like having their problems solved at the first point of contact? For sure. Which of the two do you think they prioritize? Rushing to help a customer resolve an issue quickly doesn’t necessarily mean that you’ll be resolving the issue correctly. Take your time to ensure that your callers won’t have any complaints after getting off the phone.
On HelpScout.net, Gregory Ciotti offers up a quote from Gallup researcher, William J. McEwen that perfectly exemplifies this point: “What builds a stronger tie to Arby’s may not be whether a customer receives a sandwich in less than three minutes. Speed won’t compensate for a cold, tasteless sandwich or for rude and incompetent service.”
Sounds like a strange piece of advice, doesn’t it? But you’d be surprised just how much favour you’ll gain with your callers if you admit that you don’t have all the answers. Nobody’s perfect. And your customers know that. Show your human side by admitting you may not have the answer to every question. Do, however, show that you are willing to seek that answer out right away.
“Providing amazing phone support requires that agents are honest with their customers, teammates and themselves,” says Paiva, “They should never lie, guess or make up an answer. If they do not know the answer to a customer’s question, they should politely explain that they will transfer the customer to an employee who can better meet their needs. Customers will appreciate the candid response and will be thankful that there is someone on your team who will resolve his or her issue.”
For a dose of the excellent over-the-phone customer service that MeloTel provides, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
“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"
“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"
“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"