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

If you’ve heard it once, you’ve likely heard it a thousand times. So, let’s make this 1001, shall we? Providing excellent customer service is of paramount importance. Nothing is more important to the success of your business than the way it makes its customers feel. Especially for small and medium-sized enterprises that handle most of their customer service over the phone, making customers happy is vital. It can make or break your relationships with them.

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

DO answer the phone promptly.

No one likes waiting. These days, hearing the phone ring even three to four times can turn customers off. Consumers appreciate quick responses. Therefore, aim to answer the phone within three rings. Prolonged wait times can frustrate customers and give off the impression that you’re not valuing their time. A friendly greeting such as, “Good morning, thank you for calling Melo Technology, this is (your name), how can I help you today?” sets a positive tone from the start.

DON’T make promises you can’t keep.

Never promise something you can’t deliver. If you’re not sure about a resolution or a timeframe, just be honest about it. It’s better to under-promise and over-deliver than to over-promise and disappoint. Avoid statements like “I guarantee you’ll get it by tomorrow the latest” and opt for “I’ll check into that for you and get back to you by Friday”. Of course, make sure to follow through! Disappointing a customer due to a broken promise is solid way to lose him or her for good.

DO use positive language.

Positive language can make all the difference in a phone call. So focus on what you can do and not what you’re unable to do.  Instead of saying, “I’m sorry, I can’t do that for you”, try something like “Here’s what I can do for you.” This simple shift in wording makes your conversations more productive and customer-centric. Even when you’re delivering bad news, you should maintain a solution-focused approach.

DON’T use slang or informal language.

This rule can be bent only when you have developed a specific type of rapport with a customer. In nearly all other cases, it’s best to keep the conversations professional. Slang, overly casual language or unnecessary abbreviations can make you seem unprofessional or disinterested in helping. Avoid phrases like “What’s up bro?” or even “I don’t know, let me check” without providing context. Stick to clear, respectful and neutral language. You can’t go wrong with “How are you today?” and “I’d be happy to look into that for you.”

DO be clear and concise.

Remember that, when you’re speaking to someone on the phone, there’s no visual component. Therefore, your tone and words need to carry the full weight of the message. Use simple language, avoid jargon and break down complex information into easy-to-understand terms. This ensures that your callers can easily follow what you’re explaining. It reduces confusion. Keep in mind, as well, that time is of the essence. Keeping conversations short and sweet is a people-pleaser.

DON’T hesitate to contact Melo Technology!

At Melo Technology, we believe that top-notch customer service plays a massive role in maintaining long-lasting business relationships. If you need assistance with your company’s customer support operations, or if you’re interested in other business solutions like our Commercial Phone Services, feel free to reach out! Give us a call at 1-888-MELOTEL or fill out the form on our Contact page.