Communication is key in every aspect of business, but it is particularly crucial when it comes to customer service.
Improving communication with customers can not only boost your bottom line, it can also support employee morale and engagement. Below are four ways that you can communicate better with your customers.
When customers are talking or writing to you, they want to feel heard, so it’s important that you and your staff are actively listening to them. It also helps to make customers conscious of the fact that you’re actively listening. So, when you’re interacting face-to-face or over the phone, it is important to react to what is being said, such as with a nod, or an “Okay.”
Also, make certain you are recognizing what is being said by using affirmative words. Make your customers feel like you’re understanding them and ready to address their concerns.
2. Be Available on Multiple Channels
Modern consumers expect easy and direct communication through a number of channels. Your company should be effective at communicating with customers over emails, on the phone, through social media, or even an online chat program.
A phone call might be an old-fashioned form of communication at this point, but many people prefer it because it feel like they are being heard by a real person. Customers must be able to reach someone by phone during work hours. If you can’t answer the phone around the clock, put a system in place to call back customers as soon as possible.
Some consumers prefer to communicate via email because it allows them to lay out all of their thought and concerns. Your company should be prepared to respond to emails professionally and within one business day.
Many customers like to communicate over social media because they are already spending significant time on platforms like Facebook and Instagram. Because communicating on social networks may not be private, the way you interact on social media can have immediate and massive impacts on your brand.
3. Embrace Positivity
Your customers want to know more about what you can do for them than what you can’t do. When you use a positive tone and positive language, you keep the focus on your abilities, as opposed to your limitations. For example, when a customer has an issue, customer service representatives ought to stay positive and give frequently updates on progress toward a solution.
4. A Little Patience Goes a Long Way
A customer is confused or has a problem with your product or service, they might not be in the best of moods. Often, a lot of patience is necessary just to get to the bottom of the situation, let alone develop a solution.
Being patient will allow you to pinpoint fine details and provide superior customer service.
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