How you handle customer service communication is one area that can make or break your business. You need to be able to provide your customers with a quality, consistent service and you want them to think positively about your business. An unhappy customer is someone who can do a lot of damage to your business – and that’s the last thing you want.
So if you’re looking to improve customer service communication in your business, here’s what you need to know.
#1: Personalise all interactions
If you want to provide a friendlier, personalised service, use your customer’s name in all communication. A personalised automated email for example will create a more positive experience than a generic one.
#2: Keep customer service communication positive
Positive communication always helps reduce levels of stress, especially when a customer has a complaint. It also portrays a positive image and helps your customers feel appreciated and happier with your company.
#3: Actively listen to your customers
It’s so important to show the customer that you care. And one way you can do this is by actively listening to them. What do we mean by active listening? Ask clarifying questions, repeat their concerns and don’t interrupt or make assumptions.
#4: Ensure you’re staying consistent with your brand tone and values
Consistency is key here. You can’t be formal one minute, casual the next. Keep your language and tone consistent. And honour your values. If you value honesty, don’t lie about why an error happened or something didn’t get delivered.
#5: Keep all customer service communication clear and simple
Don’t use techy jargon or complex wording if you don’t need to. Keep all communication clear and straightforward so you don’t come across as someone who’s just trying to confuse a customer.
#6: Focus on solving the problem
Be proactive in your approach to solving problems. Don’t come in with a closed mindset and a no budging approach. When you focus on solving your customer’s issue, you’re more likely to find a solution or a compromise that suits both parties.
#7: Automate your customer service communication
Customer service communication is one of the 5 areas you can systemise in your business. And that’s a good thing. Not only can automation help you achieve consistency, but it also helps free up your time and provide a better experience for your customers.
If you want to provide an exceptional level of customer service, communication is key. All interactions with your customers need to be positive, regardless of whether they’re complaining or praising your company. By following the tips above, you’ll be able to deal with customers in a more professional and positive way. This ensures you’re consistently delivering the best experience to your customers, no matter what the situation.
If you’d like some help streaming and structuring your customer service communication, why not reach out? As an Admin Consultant, I can be the lead on implementing the right systems and tools to help improve your customer service experience. This is a perfect solution if you feel you already have enough on your plate and simply want someone to manage it for you. You can find more information on my consultancy rates along with that important ‘book a call’ button here.