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May 31, 2018

How To Provide Top-Of-The-Line Over-The-Phone Customer Experiences

At MeloTel, we specialize in providing North American business owners with all of their telecom needs. We’re happy to report that, over the past decade, we’ve grown from a cloud-hosted telecom company to a one-stop shop for all things related to business growth. With that said, we’re still very proud of the VoIP-based Commercial Phone Services that brought us to the dance!

Are you still using traditional landlines?

If so, we’d be more than happy to discuss with you the various reasons why it just might be your time to make the switch. However, at MeloTel, we’re also huge proponents for providing excellent customer service. It means a lot to us when business owners entrust as their service provider. We feel it’s only right that, in addition to providing excellent cloud-hosted services, we offer incomparable customer service as well.

It’s never lost on us that the vast majority of the time, we meet our customers over the phone. As we’ve pointed out in many blogs of past, phone conversations don’t allow you the same freedoms as face-to-face meetings. Naturally, facial expressions, hand gestures and other forms of body language are absent from the conversations.

As a result, it’s necessary to practice extremely high standards of over-the-phone customer service. Practicing strong phone etiquette is a must in our line of work. And, we know that, for many of our clients, it’s incredibly important in their line of work as well. But how can you ensure that you’re always providing your customers with the best over-the-phone customer service experiences?

Everyone gets treated with the same amount of respect.

Showing respect counts for a whole lot. Being respectful entails small details like properly pronouncing a customer’s name and regularly saying “please” and “thank you”. But it also means paying attention to detail. Making sure that you’ve listened to ensure you know exactly how to meet a customer’s needs helps you to avoid making people feel like they don’t matter.

As Dawn Rosenberg McKay points out on, manners really do matter. “Always be polite regardless of who is on the other end of the line,” she writes, “Whether you are talking to a receptionist or the company president never forget to say please and thank you. Aside from the fact that everyone deserves respect, the person who answers your call can make sure it gets dealt with appropriately.”

Don’t forget your hold policies.

A couple of weeks ago, our blog revisited the often-overlooked importance of placing callers on hold the right way. It can never be overstated. The ways in which you ASK your callers to hold (don’t just tell them they have to hold) will make a big difference in the customer experiences you provide. Again, this touches on the respect factor.

In addition to asking the customer if he/she can hold, be sure to thank the customer for his/her patience and apologize for the wait time once it’s over. In our experience, adhering to this routine is much appreciated.

Get on the phone with us today! For more information about MeloTel’s Commercial Phone Services, please don’t hesitate to call us at 1-888-MELOTEL. You may also contact us by using 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
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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