How To Provide Top-Of-The-Line Over-The-Phone Customer Experiences

Submitted by Dan Faraldo in Customer Service, Industry News, MeloTel Features

At MeloTel, we specialize in providing North American business owners with all of their telecom needs. We’re happy to report that, over the past decade, we’ve grown from a cloud-hosted telecom company to a one-stop shop for all things related to business growth. With that said, we’re still very proud of the VoIP-based Commercial Phone Services that brought us to the dance!

Are you still using traditional landlines?

If so, we’d be more than happy to discuss with you the various reasons why it just might be your time to make the switch. However, at MeloTel, we’re also huge proponents for providing excellent customer service. It means a lot to us when business owners entrust as their service provider. We feel it’s only right that, in addition to providing excellent cloud-hosted services, we offer incomparable customer service as well.

It’s never lost on us that the vast majority of the time, we meet our customers over the phone. As we’ve pointed out in many blogs of past, phone conversations don’t allow you the same freedoms as face-to-face meetings. Naturally, facial expressions, hand gestures and other forms of body language are absent from the conversations.

As a result, it’s necessary to practice extremely high standards of over-the-phone customer service. Practicing strong phone etiquette is a must in our line of work. And, we know that, for many of our clients, it’s incredibly important in their line of work as well. But how can you ensure that you’re always providing your customers with the best over-the-phone customer service experiences?

Everyone gets treated with the same amount of respect.

Showing respect counts for a whole lot. Being respectful entails small details like properly pronouncing a customer’s name and regularly saying “please” and “thank you”. But it also means paying attention to detail. Making sure that you’ve listened to ensure you know exactly how to meet a customer’s needs helps you to avoid making people feel like they don’t matter.

As Dawn Rosenberg McKay points out on TheBalanceCareers.com, manners really do matter. “Always be polite regardless of who is on the other end of the line,” she writes, “Whether you are talking to a receptionist or the company president never forget to say please and thank you. Aside from the fact that everyone deserves respect, the person who answers your call can make sure it gets dealt with appropriately.”

Don’t forget your hold policies.

A couple of weeks ago, our blog revisited the often-overlooked importance of placing callers on hold the right way. It can never be overstated. The ways in which you ASK your callers to hold (don’t just tell them they have to hold) will make a big difference in the customer experiences you provide. Again, this touches on the respect factor.

In addition to asking the customer if he/she can hold, be sure to thank the customer for his/her patience and apologize for the wait time once it’s over. In our experience, adhering to this routine is much appreciated.

Get on the phone with us today! For more information about MeloTel’s Commercial Phone Services, please don’t hesitate to call us at 1-888-MELOTEL. You may also contact us by using the Live Chat feature on our website!