It’s no secret that social networking sites are all the rage in this day and age. (Notice, now that John Meloche is a rap star, there may be more rhyming in the MeloTel Blog…just saying). Back to the point, people flock to Facebook and Twitter on a daily basis to express every little concern they have each and every day.
With more than 2,200 followers on Twitter (and counting), MeloTel is well aware of the power of social media to spread the word about just about anything. This daily modern-day task, however, is not exclusive to business owners, of course. People from all over the world have the ability to express themselves as well.
Sometimes, however, this expression comes in the form of a demotion of another company. In other words, social media has made it possible for people to express their dissatisfaction with any given company to the world within seconds. Earlier today, The Toronto Star’s business reporter, Vanessa Lu shed some light on this new trend.
She writes that with people tweeting so regularly, businesses are now being forced to quickly step up their customer service games. Just one bad tweet about service at a store, writes Lu, can cause a company’s image to “spiral out of control”. All a consumer needs is a smartphone and a poor customer service experience can become viral within seconds.
Some people even take it a step further. Halifax singer, Dave Carroll had the unfortunate experience of having his guitar broken during a United Airlines flight. The result? A series of “United Breaks Guitars” YouTube videos which have created a “public relations nightmare” for the airline.
So how does a company avoid the pitfalls of being lambasted on the internet? According to Wendy Cukier, who is a professor of information technology management at Ryerson University, “You have to operate your organization as if any employee at any time could be on the six o’clock news. It has heightened the consciousness of how important customer service is.”
As many Torontonians are now well aware, the TTC has become a victim of having its poor customer service become widespread internet fodder. Sleeping bus drivers, for example, have been caught on camera, with the pictures being posted all over the internet. Facebook and Twitter obviously make it a lot easier for customers to complain than writing a letter.
As a business owner, you should do everything in your power to ensure that it’s easy for your customers to feel satisfied with your services time in and time out. Having tweets about how great your business is can, in fact, be the best type of promotion you can receive nowadays.
“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"
“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"
“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"