There has never been a time when customer service didn’t matter. However, it can be argued that, in 2024, excellent customer service matters more than ever! Think about it. With so many ways to communicate with a company, consumers know that they have countless options at their fingertips. They can email, connect through social media and even post reviews online. Let it be known, however, that many customer service tasks are always best handled over the phone.
Resolving complex issues.
It’s not easy to explain, in detail, a problem or concern via email or text. Jumping on the phone to provide information in real time is the best way to get an issue resolved quickly. Remember that, in many cases, a strong resolution is found when people have productive back-and-forth conversations. With the exception of an in-person meeting, no mode of communication is more effective than the good old telephone for getting to the bottom of a problem.
When you’re on the phone, handling a complex issue, there is far less of chance that there will be misunderstandings. Written communication lacks tone and inflection. On a call, you can better understand the mood of a caller – not just his or her specific concern. Being on the phone allows you to speed up the process of both understanding the issue and addressing the problem. As well, the personal touch of a phone call allows you to build rapport for the future.
Handling sensitive information.
Would you provide your credit card information over an email? It is most definitely not recommended. It’s wise to process sales over the phone if you can’t do so in person. This is because sensitive information, such as personal data or financial details, requires an extra layer of security. The phone provides that. Keep in mind that emails can be intercepted or accessed by unauthorized parties.
Phone calls offer direct and secure methods of communication. Generally, customers feel a lot more comfortable sharing their personal credit card information verbally. They know, for sure, that it is being shared with a live human. In addition, customer service representatives are given opportunities to verify the true identities of their callers in real-time. The immediate, secure exchange of information is crucial for maintaining trust and confidentiality. It also helps to prevent fraud.
Providing personalized service.
There’s nothing quite like offering the personal touch to your customer service interactions. The simple act of using a customer’s name throughout the call can help to build a bond and grow familiarity. You wouldn’t continually use an email recipient’s name throughout a written message, would you? That would just be weird. But, to the point, the lack of personal touch in written communication doesn’t allow you to adequately grow your customer relationships.
With Melo Technology’s VoIP-based Commercial Phone Services, you and your staff will be equipped with all of the features necessary to be top-notch customer service providers! To learn all about them, please don’t hesitate to give us a call at 1-888-MELOTEL or fill out the form on our Contact page.
