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Customer service is everything. Okay, well maybe it’s not everything…but it sure counts for a lot. We don’t want to discredit the extreme importance of providing your customers with top quality products and services. At MeloTel, we wouldn’t be where we are today if our cloud-hosted solutions were subpar. However, without building strong customer relationships, our company simply wouldn’t be thriving in the way that it is.
Building strong customer relationships has a lot to do with putting the needs of your customers first. It’s less about being right and more about making customers feel great. Let’s suppose you receive a call from a client who complains of receiving a package late. Perhaps, you mailed it out on time. But you’re not the postal service. Is the late delivery really your fault? Of course it isn’t. Still, that’s no reason to get defensive.
Avoid such statements as “I’m sorry, there’s nothing we can do about it as it.” Instead show empathy. “I completely understand how frustrating that must be for you. We always strive to ensure that packages are delivered on time and, in doing so, we shipped your item well in advance of the delivery date. I imagine things must be busy for the postal service at this time of year.”
Express to your irritated client that you understand his/her concern. It will show that you’re on his/her side. Instead of absolving yourself of blame (even though you don’t deserve any), you show your ability to be empathetic. In addition, such situations give you opportunities to highlight your company’s penchant for following through on promises. This is a better approach than simply taking an “It’s not my fault” approach.
“Empathy in customer service is important because you need to understand your customers’ thoughts and emotions,” reports CustomersFirst Academy, “Empathy allows companies to communicate more effectively with their customers by filling gaps in understanding. Empathy plays a big role in creating positive interactions between both parties.”
One of the ways in which we pull this off is by assuring them that they’re not incapable. For example, MeloTel’s tech support team often converses with clients who don’t consider themselves very tech savvy. Not only are Steeve Martin (our Technical Support Supervisor) and Ibrahim Ali (our Customer Service Support Specialist) extremely friendly guys, they are also experts at providing reassurance.
“I’m honestly the least tech savvy person I know,” one of our clients admitted to us, “Whenever I call MeloTel for support, I feel the need to apologize for my stupidity. Whether it’s Steeve or Ibrahim, they always make me feel at ease. They assure me that what I’m going through is normal and that I’m not alone.
Even if the help I need is a simple fix, they never make me feel foolish. They’re so good at what they do. They can work their way around any tech problem in the world. But what I really appreciate about Steeve and Ibrahim is that they are cool, down to earth and compassionate human beings. They really help me to enjoy working with MeloTel.”
For a dose of MeloTel’s top-notch customer service, please don’t hesitate to call us at 1-888-MELOTEL or email firstname.lastname@example.org.