Communicating with the CustomerHayley Smith
Communication plays an important role in every career. It becomes even more significant when the customer and the vendor never see each other face to face. A conversation over the phone or computer can be challenging and does not always generate the same results as conversing in person. Here are a few tips that will hopefully pave the way for a successful customer service experience.
1. Keep Your Optimism
Genuinely interacting with customers in a personable manner represents both yourself and the business in a positive light. Listen actively and respond directly to their question affirming your capabilities rather than your limitations. Keep in mind that with problems come emotional reactions, but it is always important to remain pleasant when acknowledging the frustration and handling the situation.
2. Keep A Good Time Frame
The majority of customers are aware of how busy running a business can be, but their time cannot be taken for granted. While you are working diligently to assist them, keeping contact throughout the process demonstrates they are valued. Ensuring that customer concerns are taken care of in a timely manner creates a happy customer who is likely to spread a good word of mouth.
3. Keep in Touch
Just one good customer interaction isn’t enough; it must continue on an ongoing basis. It is always beneficial to send out emails and let them know about any upcoming deals or promotions. If a new feature is added or a current feature is modified, the customer should find out directly from the company first. Keeping them informed holds onto their interest and solidifies a long-lasing customer relationship.
4. Keep Your Word
Following through with your word establishes both trust and dependability. Customers are relying on you for assistance, so it is crucial that you are honest with them. Avoid making promises that you are unable to keep and set realistic goals for yourself that can be met.
5. Keep It Simple
As soon as the conversation begins, it is already implied that you are the expert. But in order to effectively communicate with the customer, you need to use words that are easy to understand. There will be differences in technical knowledge, so using industry terms will likely create even more of a misunderstanding. Once you find out exactly what they need, consider the most efficient solution and guide them step by step guaranteeing that they are in good hands.