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July 8, 2016

The Importance Of Smiling On The Phone

At MeloTel, we often discuss the fact that a smile can be “heard” over the phone. Readers of our blog have likely come across this concept a number of times. Have you ever noticed that when you’re smiling, your tone of voice automatically changes? It’s pretty difficult not to sound pleasant when you’re smiling. So, we make it an integral part of our customer service regimen – smiles are a must!

What’s so important about your tone of voice? Quite frankly, it couldn’t be more important. Consider the fact that when you’re speaking over the phone, you have no ability to communicate using facial expressions, hand gestures or any other body language. That means that the ways in which you speak are just as important as the words you’re using to convey your message.

Go ahead and try this quick experiment:

Take a script of your choosing and record yourself reading it. During your first take, read the script as normally as you would read anything else. During the second take, be sure to put a genuine smile on your face while reading the script. Once you’ve completed both takes, go back and listen to them. Do you notice any differences? If you’re really giving it a good honest go, you’ll notice everything from slight to major changes in your tone of voice.

How does your tone of voice change people’s impressions of you? Well, the first and most obvious benefit is that you will endear yourself to all of your callers when your tone of voice is pleasant. Remember that people have no choice but to picture the customer service representatives that they are speaking with over the phone. We all do it. We can’t help but conjure up images of what we think people look like when we hear their voices.

If you want your callers to like you and more importantly, like your company, you’ll do what it takes to make sure they are hearing a warm and friendly voice. Remember that your tone of voice is the chief factor in the impression you give of your brand. There is a major difference between communicating your message in an upbeat, personable manner and a monotone or even bored way.

Of course, sounding either angry or sarcastic isn’t bound to do your business any favours either. This is why it’s especially important to take a moment to ensure that you’re smiling before each call you take. It’s understandable that you’re going to have some long days at work. You’re bound to have busy days that zap you of your energy. Is that the fault of your last caller of the day? Certainly not. Do your best to keep smiling!

What can be done to encourage smiles before each phone call? Take a few moments before each call. This is particularly important advice for call centre workers. Especially after long and arduous calls, you may need some time to calm down, chill out and recharge. Call centre managers should actually endeavour to keep the mood in the office as light as possible. Don’t be afraid to crack or joke or two every so often. You’d be surprised how much smiles can help your business!

Want to hear us smile over the phone? Don’t hesitate to contact us at 1-888-MELOTEL and be sure to ask us about our VoIP-based Commercial Phone Services!

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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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