Are your customers truly happy with the type of customer service your company provides? Are there some key elements of your customer service style that needs improving? How do you really know if you’re an excellent customer service provider or not? Let’s complete the sentence that is the title of today’s blog, shall we? You know you’re an excellent customer service provider when…
It’s so vital to address your customers’ concerns and answer their questions correctly…the first time! You can only do this if you know exactly what it is they’re concerned about and exactly what it is they want to know. Don’t ever assume. Listen closely and be sure to pinpoint precisely what it is that will satisfy your customer at his/her first point of contact. As Susan A. Friedmann explains on TheBalanceSMB.com, being a good listener is a staple of great customer service.
“Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying,” she advises, “Listen to their words, the tone of voice, body language, and most importantly, how they feel. Beware of making assumptions, thinking you intuitively know what the customer wants.”
It almost sounds nonsensical to even have to suggest that a customer service agent knows the product or service he/she is selling. But, far too often, companies hire people and don’t provide them with adequate training before throwing them to the proverbial wolves. Ensure that your customer service agents have the ability to display expert knowledge of your company and all it has to offer. Consistency across the board is key.
“The mistake many companies make is to hire employees who are unfamiliar with the subject of their business,” writes Jerome Collomb on MyFeelBack.com, “You need to make sure that the employees in your customer service know your brand, the company, and its activities. This is the only way that will enable them to effectively answer questions, solve problems and deliver value to their actions.”
Too many businesses make their customers feel like numbers, dollar signs or simply pawns in a game. Customers, quite obviously, are human beings. They are people with feelings as well as legitimate concerns, needs and wants. It’s important to show that you respect the people who are even considering supporting your business. As Friedmann encourages, it’s important to treat customers as individuals.
“Always use their name and find ways to compliment them, but be sincere,” she instructs, “People value sincerity. It creates good feeling and trust. Think about ways to generate good feelings about doing business with you. Customers are very sensitive and know whether or not you really care about them. Thank them every time you get a chance.”
Please don’t hesitate to contact MeloTel today for a dose of our customer service style! Give us a call at 1-888-MELOTEL or use the Live Chat feature on our website and be sure to ask us about our cloud-hosted Commercial Phone Services!
“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"