One of the most important parts of any successful business is the relationship you have with your customers. Get that right and you will not only see your brand grow in popularity but also have a loyal following of returning customers to move forward with.
A major factor within this is how you talk to your customers. There is a real art to how you communicate with them, both for individual staff and as a company. Nothing delivers outstanding customer satisfaction like getting your communications with them right. If you do this, you will not only build a brand that people love but also be able to handle any issues before they get out of hand.
Create that memorable experience
When you think about how to build a brand that people will engage with positively, it is all about making their contact with you memorable. If they come away from any interaction with you feeling good and valued, then they will be more likely to return. They will also be far more likely to tell others how great you are and just what amazing customer support you give.
Discover the strategy behind successful conversations
If you are wanting to maximise your organisation’s customer service then the below points are key:
1. Use positive language – by doing this you will present the correct image to customers and make them feel you are a company that is professional and wanting to help them. It will also help to calm any frustrated customers and avoid inflaming any situations further.
2. Keep it brief – when replying to an enquiry or speaking to a customer, keep it short whilst answering all of their questions fully. Waffling on can have a negative impact as people want a simple and easy to understand answer to their query. Be careful not to be rude though – there is a real art to providing a friendly service that is also still clear and factual.
3. Reply in a timely fashion – if there is one major mistake you can make when talking to your customers, it is not replying in a timely way. This will really frustrate them and have a negative impact on your brand in the long-term. Make sure any e-mails or phone calls are followed up as soon as possible and certainly if a deadline has been promised.
4. First contact resolution – another major mistake some businesses make is passing customers around to get an answer to their query. This will also prove very frustrating for them and leave them with a bad experience of dealing with you. Instead, aim for the first person to deal with a query to resolve it. If they don’t know the answer, they should tell the customer they will find out and let them know. This is much better than transferring them around your offices or forwarding the email on to someone else to deal with.
If you would like some more advice on how to deliver superb customer experience via your business, get in touch with Granby! We have a number of solutions to help connect you with your customer base more effectively.