It’s unfortunate, but it’s true. When you turn on a news broadcast or open up a newspaper each day, you are guaranteed to see bad news. Perhaps, they should be called bad news broadcasts and bad newspapers. Sadly, people seem to be most intrigued by mishaps, tragedies, accidents and misfortunes.
Well, the same can be said about your business. Sorry, but this too is true. People are lot more likely to have discussions about a bad experience they had with your company than the good ones they had. The fact is that customers expect good customer service all the time. So when they receive it, there’s really nothing to report about it.
But when it’s bad…watch out! The news is bound to spread like wild fire. A friend of MeloTel’s recently informed us of a horrible experience she encountered with a car rental company. It turns out they charged her for three days when she only had the car for two. Even worse was the fact that they claimed that she returned the car late.
“I returned it promptly by 4 p.m.,” she recalls, “I was told I had until five to bring it back. It took forever to get someone on the phone to complain about it. And when the person picked up, he informed me that I went over my two day period and that’s why I was charged for an extra day. He couldn’t have been more wrong, I was livid!”
To resolve the problem, our friend made phone calls and wrote letters to both the car rental company and her credit card company. She felt that she was not only being over charged but that she was given false information by the car rental representative and was being forced to literally pay for it.
To make her frustrations known, she also went to Facebook and Twitter to expose the company for the bad experience she went through. This is a normal practice by today’s standards. It’s widely known that social media profiles are rampant with complaints and rants about things that people simply despise.
And why wouldn’t they be? News broadcasts deliver bad news all of the time. So why wouldn’t your average every day person be quick to do the same? The lesson to be learned in all of this, of course, is to always give your customers news worthy experiences…of the good, not bad variety.
More than just good, your customer service needs to be exceptional. Literally. It needs to be the exception to the rule that only bad news spreads. When you go over and above the call of duty to “wow” your customers, the good news about your business is a lot more likely to spread. This is the best way to get new customers – word-of-mouth can do wonders!
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“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"