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March 28, 2019

Standing Out As A Top Provider Of Customer Service

If you own or run a call centre and work with a sizeable number of phone agents, today’s blog is for you. Well, all of our blogs are for you, but this one is especially important for your business, in particular. To stand out as top provider of customer service, it’s integral that your phone agents partake in some important customer service practices.

Smile – seriously.

Yes, you’re on the phone and your caller can’t see you. But you’ll generate a big improvement in your tone of voice when you smile during your call. Believe it or not, you just can’t help but sound more pleasant when you’re smiling. MeloTel’s Founder and CEO, John Meloche has long championed the “smile while you’re on the phone” technique. As a former call centre manager, he has a lot of experience helping phone agents sound great!

“Smiles translate through the phone, but should be used at appropriate times,” advises Zendesk.com, “You don’t want your customer service to come off as inauthentic, but you should still always be cordial during conversations. Smile as you would in a face-to-face conversation while responding to questions and conveying necessary information.”

Say my name, say my name!

If you’re hearing the beautiful voice of Beyoncé in your head right now, it’s because the hit Destiny’s Child single, “Say My Name” is as catchy a song as it gets. Keep the tune in mind when providing customer service over the phone and consider each of your callers the Beyoncé of the conversation. Saying a person’s name connotes that you are both respectful and familiar with the individual you’re servicing.

Using a person’s name rather than “sir” or “ma’am” will go a long way in building the rapport necessary to wow your customers.  Miruna Mitranescu of Aircall recommends that you listen to your callers to learn how they’d prefer to be addressed. “’This is Dr. Stan.’ (Call him Doctor.),” she advises, “’This is Mrs. Smith.’ (Call her Mrs.) ‘This is Jane Brown.’ (Call her Jane or Ms. Brown, to be safe).”

Communicate what you can do – not what you can’t do.

It’s all in the wording. Surely, you won’t be able to do everything your callers ask. For example, some customers will be so irate about particular mishaps with their orders that they’ll demand they be free of charge. In most cases, you won’t be able to satisfy such requests. But instead of saying “I’m sorry I can’t do that”, offer a more positive response such as, “While I can understand you wanting to eliminate the costs, I’d be happy to offer a significant discount.”

While such statements may not always work like charms, it’s ideal to always offer positive remarks, rather than negative ones. On CallCentreHelper.com, Pinaz Hansotia, the Business Unit Head and Relationship Manager of Seamless Connections suggests that you place a list of “Top Reassuring Phrases” up in your call centre to give phone agents regular reminders of how to positively interact with callers.

Give MeloTel a call for a dose of our 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!

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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 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"

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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