Talking on the phone is easy, right? You say “hello” at the beginning of the call and “goodbye” at the end and throw in a few pleasant words and phrases in the middle. It’s all pretty simple. That is, of course, unless you’re providing customer service during that phone call. A chat with a friend and an opportunity to secure a customer’s loyalty are two completely different things. Performing the perfect customer service phone call requires more effort than the average chat.
In the business world, a lot is made of how a company answers its phones. As you may have guessed, a simple “hello” isn’t going to cut it. It’s important to answer the phone with a pleasant greeting, then state your name, the business’ name and ask a question to begin the conversation. A fairly decent standard is as follows: “Good afternoon, this is Mark at Marshmallow Cleaning, how can I help you today?”
“The way a company answers the phone says a lot about the kind of service you can expect to receive,” says Miruna Mitranescu of Aircall, “How you answer the phone sets the tone of the entire call… Don’t make your greeting too long or over the top, as it can quickly become annoying. Nobody likes to be greeted with superfluous information, like this: ‘Hello. It’s a beautiful day here at Springtime Solutions. How may I help you?’”
Of course, one of your main objectives is to provide answers to questions. But, when speaking to a customer, it’s important to get to know his/her interests, needs and wants. Providing unbeatable service entails building a rapport. By showing a genuine interest and also showcasing your winning personality, you’ll do more than just please a customer. You’ll gain a friend who will likely to return to the business for more great assistance.
“I encourage my staff to build rapport with callers, rather than following a script,” offers call centre manager, Amy Rose on CallCentreHelper.com, “Instead of just simply entering details into the computer we use the opportunity to make the call into a conversation. For example a caller may look for a quote for travel insurance. We would normally ask ‘Where are you travelling to?’”
As you’re undoubtedly aware, a simple “goodbye” wont’ suffice. As Mitranescu insists, you should always end each call on a positive note. This includes asking the caller if there is anything further you can do to help, thanking the customer for his/her business and allowing the caller to hang up first in order to ensure the call isn’t prematurely disconnected.
It’s also wise to write down any important information as soon as you get off the phone, says Mitranescu, “Doing so prevents you from getting caught up in other things and forgetting pertinent information.”
Give MeloTel a call for a dose of our one-of-a-kind customer service. And be sure to ask us about our cloud-hosted Commercial Phone Services. Feel free to dial 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"
“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"