All week long, the MeloTel Blog has been heralding the virtues of VoIP telephony. For the past ten years, MeloTel has been introducing the incredibleness that is our cloud-hosted Commercial Phone Services to entrepreneurs all over North America. However, it must be said that no matter how great the quality of your phone services are, the quality of your phone agents must be incomparable.
It’s no secret that top-of-the-line customer service is a key ingredient to the success of any company. And that goes double for companies that conduct the majority of their business over the phone! If you run a call centre business or have numerous phone agents working for you, it is imperative your team masters some top customer service practices.
We get it. Your phone agents spend the majority of their days on the phone. At a certain point of each day, calls just seem to roll into each other and there’s not much that can be done to remove the “mundane” element of the job. It’s important for phone agents to shake things off. Showing a genuine interest in the things your callers have to say can often mean the difference between gaining repeat business and losing a customer for life.
“Agents must take a genuine interest in the customer’s question or concerns,” says Shauna Geraghty on TalkDesk.com, “This will make the process more enjoyable for both the agent and the caller. Call center work can be very monotonous. Agents should keep it fresh by taking a genuine interest in each caller’s unique situation, asking personal questions and attempting to make a quick connection.”
Showcasing your company’s human side will go a long way in growing its reputation. Never forget that many of the calls coming into your business are from customers who have problems they’re looking to have solved. In some cases, those problems will include personal issues. Whether the concerns are of a personal or professional nature, displaying empathetic responses is of vital importance.
“I’m so sorry to hear that news, I can only imagine how difficult it has made things for you” is a great example.
“Show empathy to the clients, not sympathy,” insists Nicolina Savelli on Fonolo.com, “Don’t cry with them, but let them know that you’re there to help and listen. You’ll take care of their situation the best you can. If the customer knows that you genuinely want to help it will calm them down.”
Trust is the most important element of any relationship. It doesn’t matter what type of relationship you’re in – personal or professional – if there’s no trust, the relationship won’t last. When it comes to the customers you serve over the phone, it’s vital to gain trust in order for them to continue to support your business. Long story short: keep your promises.
“Building trust is essential, not only for the interaction to progress smoothly, but also to build positive brand awareness for the company,” writes Geraghty, “Trust is based on ethical principles such as character and competence. It requires truthfulness, honesty, reliability, loyalty and integrity. In order to ensure that your staff is trustworthy, monitor for their adherence to these character traits and the values of your company.”
For a dose of MeloTel’s unbeatable customer service, please don’t hesitate to contact us at 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"