5 THINGS TO KEEP IN MIND WHILE TALKING TO THE CUSTOMER
Updated: Feb 16, 2018
Great communication is an art. The way you talk to your customers have a huge impact on your brand. Delightful communication with the customers leads to customer satisfaction.
When you’re prudent about the way you convey information to the customers, it helps in yielding better results than any snazzy new logo or 20 percent off coupon ever could.
Follow the tips jotted down in this article, and we guarantee you’ll be on your way!
USE POSITIVE LANGUAGE
Positive language keeps the conversation moving forward and forbids coincidental conflicts due to miscommunication. Words like can’t, won’t, and didn’t and phrases like “you have to” are usually understood as negative. It helps in keeping the door open for the next time and the customer don’t feel a waste of time while interaction.
BE BRIEF NOT BRUSQUE
The objective of a support reply is to answer the question asked by the customers and to make them feel heard. Most customers will ignore a 1000-word reply and so try to keep the lines and paragraphs short. It is better to answer a question with a link to an article for further explanation to your reply after couching it in a sentence or two.
REPLY IN A TIMELY MANNER
If you reply to a query asked by a customer within 30secs, the customer might think weather his query was even read. Thus we need to reply to the query in a timely manner. One such solution is, setting up a folder isolated from the main support queue where you can filter less-than-ecstatic messages. Here, the team can see promptly which emails are from customers who need help right away.
ALWAYS USE YOUR CUSTOMER’S NAME
Using the customer’s name in your greeting is an opportunity to use the psychology of customer’s behaviour to your advantage. Your help desk should permit you to automate using the customer’s name.
Just be sure with the pronunciation and do not modify the customer’s name to your convenience. If you don’t have the customer’s name, go with a, generic greeting: “Hey there!”
TALK THEIR TALK
Mirroring your customer’s tone lets them know you’re on their side. If they’re more casual, relax your tone, too. Adjust based on the tone of the customer’s email. If they’re clearly angry, take it down a notch. If they’re excited about something, bring the energy.
At Estandardz, while hiring the staff which deals with the customers, we keep these things in mind, to control of the impression of our customers when they interact with the staff. It is to our utmost priority to our experts. You can contact us on www.estandardz.com.