How well you communicate can make or break your connection with your customers. Here are some tips for effective communication.
Make it personal
You need to add a personal touch to all your communications, something that will establish a connection and a rapport. For example, at the beginning of the conversation, you need to introduce yourself. Address the customer by name and ask how you can help them. The tone of voice is also important, so you need to project enthusiasm and cheerfulness.
Don’t be negative
If a customer is having a problem, they want to know that you can take care of it for them. Even if you don’t have an answer to a problem, you need to avoid giving the impression that you cannot solve it or help them. Avoid using negative words like “can’t” or “won’t.”
Focus on the positive
Use phrases like “I can,” “I will,” or “I understand” to develop a rapport with the customer. These phrases are proactive and will reassure the customer that you are working in their best interests and that you empathize with their problems.
Let the customer have the time to fully explain the issues or problems that they are having. Don’t interrupt them while they’re talking because this signals a lack of respect. Listening closely will also help you to get a better idea of what is going on and may help you to better address the issues.
When talking with the customer, use the terminology that your company has established for describing its products and services. This is what the customer is used to hearing, and it will make them feel more comfortable and help them to understand better what they are facing.
If the customer’s problem is technical in nature, they may not have the background needed to understand exactly what is going on. That is why, when talking to the customer, you need to be aware of this situation and explain what is happening as completely and clearly as you can.
Pause occasionally to ask the customer if they understand what you are saying or if they have any questions.
Be clear and direct
Keep your response relevant and to the point. Say what you need to say, explain what you need to, then stop. Use a conversational tone. Don’t feel the need to go into any unnecessary detail or add extraneous information that is not directly related to the problem. Show the customer that you value their time.
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