How To Communicate Better with Customers
Being able to effectively communicate with your customers is the key to success in almost any business. Customers want to be treated with respect, they want their queries to be answered promptly, and they want to feel like you care. If you can’t convince them that you care, you are unlikely to have many repeat customers, which is the lifeblood of a successful business.
So, how exactly do you improve customer communications?
Give Them Options
If you’re still expecting your customers to contact you by telephone or email alone, you need to step up your game. These days, customers want to be able to talk to you via social media sites like Twitter and Facebook. You may want to consider using Live Chat programs or programs like TextBetter to communicate via text. The more options you put on the table, the greater number of your customers and clients you will be able to satisfy, which is exactly the goal.
Being an active listener means paying attention to what the customer is saying instead of trying to work out what you’re going to say in reply before they’ve even finished. This is the cornerstone of good B2C communication. As well as actually listening, if you can show customers that you are paying attention by nodding, saying a few words to show that you’re listening such as “uh-huh” and “I see” or even better by repeating a little of what they are saying back to them, they will believe that you care about what they’re saying. Ultimately, this will impress them.
In a similar vein, you should never interrupt customers while they are talking. It’s often tempting to jump in to defend yourself or point out something that they are missing, but this will only serve to annoy them. Instead, wait until they have finished speaking before you have your say.
Cut the Jargon
Although many of your customers and clients will have a good understanding of the technical terms you use in your business, many of them will not. It’s a good idea to communicate in as simple terms as possible. That way, there will be fewer misunderstandings. On average, you’ll have to spend less time dealing with every inquiry.
Always be Polite
It should go without saying, but you should always be courteous in your dealings with customers. Say “please” and “thank you”. Maintain a calm demeanor. This will get you much further and ensure that you get a positive review when your communication comes to an end.
Frame Everything Positively
Try not to make a negative statement when you can make a positive one. Customers love to hear about the things that you can do for them – not the things you can’t do. So, for example, instead of telling them that you can’t give them the best rate on your products because they haven’t conducted a credit check, tell them that you can offer amazing rates if they were to complete a credit check. It sounds a whole lot better, right?
Doing the above will go a long way to improve customer relations and build a great reputation for your business.