More Do’s And Don’ts Of Over-The-Phone Customer Service

It’s no secret that the Melo Technology team is a big proponent for providing top-notch customer service. We have long heralded the need to put customers first. In our last blog, we went over some important do’s and don’ts of providing over-the-phone customer service. They included answering the phone promptly, keeping promises, using positive language, being clear and concise and avoiding the use of slang or informal language.

Let’s go through some more do’s and don’ts of over-the-phone customer service!

DON’T interrupt your callers.

Make it a rule of thumb to always give your customers the opportunity to speak. Interrupting customers can be frustrating for them. You don’t want your conversations to go off track. Give your customers time to explain their issues completely. Although you may feel like you’re being helpful, try to avoid finishing their sentences or cutting them off. Displaying patience is a key ingredient to customer satisfaction.   

DO keep your tone friendly and professional.

You’ll never go wrong with a warm, polite and professional tone. Your voice should always convey both competence and kindness. This is especially important when you’re dealing with an irate customer. Never reply with angst or agitation. Here’s a simple trick to follow. Smile while speaking! It naturally changes the tone of your voice, making you sound more pleasant and approachable.

DON’T blame the customers.

Of course, you know the phrase, “the customer is always right”, right? Well, that idiom isn’t exactly right. But that doesn’t mean you have to communicate it. If there is an issue or misunderstanding, never place blame on the customer. It’s important to maintain a positive and solution-focused attitude. For example, instead of saying, “You misunderstood our policy”, try, “Allow me to explain how our policy works”. The key is to provide a clear explanation without assigning fault.

DO practice active listening.

Active listening is SUCH an important skill! As Arlin Cuncic of Verywell Mind explains, it “is a communication skill that involves going beyond simply hearing the words that another person speaks. It’s about actively processing and seeking to understand the meaning and intent behind them.” Instead of jumping in with solutions immediately, take the time to listen attentively to their concerns. Respond with phrases like, “I see what you mean, that must be frustrating” to show empathy before proceeding with offering solutions.

DON’T rush.

Customers can sense when a service representative is distracted or rushing through a call. Even if you’re busy, take the time to make each customer feel like a priority. Avoid multitasking during calls. It’s important to be fully engaged in each conversation. If you need to put a caller on hold, always ask for permission first. Be sure to return to the call as promptly as you can. Offer both an apology for the wait and a thank you for his or her patience.

DO get in touch with Melo Technology!

With our VoIP-based Commercial Phone Services, you and your staff will be equipped with all of the features necessary to be top-tier customer service providers! They include Call Waiting, Caller ID, Conference Calling, Voicemail to your Email, Incoming Call Routing, Click 2 Call, Custom Hold Music, After Hours Routing, Call Recording, Out of Office Options and access to VoIP Management Dashboard.

For more information, please don’t hesitate to give us a call at 1-888-MELOTEL or fill out the form on our Contact page.