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July 13, 2022
The Do’s And Dont’s Of Connecting With Customers Online
A few decades ago, customer service was considered a separate entity from the company’s marketing and sales efforts. But now, businesses who want to stay relevant now and in the future have learned how to connect with customers after the purchase is just as important (if not more important) than the customer experience before the purchase. Good customer service is fundamental for providing a high-end customer experience. It frequently affects whether a customer will stay with a business or go to a competitor. Almost 89% of customers say they have after receiving poor customer service.
Customer service is centered on human interaction, while the customer experience spans the complete buyer’s journey—from seeing an advertisement to perhaps making a return or exchange. The relevant employees on the front lines are critical to a company’s ability to deliver outstanding customer service. Customer service representatives must be honest, patient, and empathic.
Once a business has the proper people in place, it’s up to them to set up tools, guidelines, and support channels that allow its team to focus on what they do best: serving customers. While some customer service dos and don’ts are self-evident—be friendly and respectful, don’t be apathetic and dishonest—many approaches require more depth.
You’ve come to the correct place if you’re looking for ways to improve your customer service. In this article, we’ll go over some helpful how to connect with customers do’s and don’ts to help you give your customers a better experience.
The Dos of How To Connect with Customers
Implement Consistent Communication Across All Customer Interactions
Customers are typically dissatisfied when a business sends mixed messages. Customers quickly lose faith in a brand if the message isn’t unified, whether it’s a customer support representative contradicting anything on a FAQ website or agents contradicting one another. To avoid these circumstances, equip staff with an easily accessible “source of truth” resource, such as agent-scripting tools, to guarantee that agents’ responses are consistent. Encourage this same personnel to watch for any inconsistencies in their daily job. Another effective strategy is to conduct internal audits every quarter to ensure that all consumer touchpoints are current and consistent.
Every customer care or support staff member must understand their function and its influence on their peers and the organization. This is critical, for example, when a customer requests to talk with a manager or someone in a position of responsibility about a potentially severe issue. This also enhances customer service because employees who understand their jobs and how they affect the organization are more loyal and are more willing to own up to problems and seek to address them with more confidence and honesty.
Empathizing is the most effective technique to show your consumers that their issues are important. It’s critical to remember that consumers are more than just a source of cash. They require you to put yourself in their shoes and relate to their concerns, rather than just hearing a voice on the other end. While it may not always be possible to provide a good answer, you can at least show sympathy. Simple comments like “I’m sorry you had to go through this” or “I’d be unhappy if this happened to me” are frequently all that is required to reassure them that they are appreciated.
It’s one thing to get excellent customer service when making a transaction. It’s even better when the same company contacts a consumer after making a purchase, especially if the item doesn’t require support. Customers will see that you care about their contentment and want them to get the most out of a product if you reach out organically or set up automated emails. This easy activity can help increase client lifetime value and repeat purchases.
Master Your Company’s Products/Services
Customers want to know that the person they’re speaking with is knowledgeable about the product or service they’re looking for. When an agent can’t correctly browse their company’s products when answering any form of inquiry, it shatters your customer’s confidence. Insufficient replies could make a big difference in making or not making a sale if the buyer wants additional information before buying. Suppose a customer has already purchased the product or service and has a troubleshooting question. In that case, reps must have the confidence to walk them through their query, locate documentation to assist in resolving the problem, and know when to reach out to specific teams outside of customer service for expert advice.
The Dont of How To Connect with Customers
Mistakes happen, and it’s crucial to accept responsibility for them. When you’re willing to accept your faults and take responsibility for a client’s discomfort, even if you aren’t directly involved, you can be confident that you’re giving good customer service. Customers value honesty. They may be willing to do business with you instead of leaving a bad review or visiting your competitors if they sense that your company is sincerely sorry and wants to make things right.
Don’t Be Indifferent
Customer service is suffocated by indifference. It simply says you don’t give a damn. Yes, you may classify it as an occupational hazard and blame it for the dozens or hundreds of issues you face every day. However, it is a worrying indicator for me. For a customer support representative, things should not go in this manner. Your role is to look after how to connect with customers and make their problems your own.
Show Honesty and Sincerity
Most businesses lose millions of dollars each year due to broken promises. Following through on what was promised (reaction, ticket follow-up, special treatment, etc.) goes a long way toward avoiding the problem. If a rebate is justified, give it as soon as possible and mention any additional charges or fees. Ensure that your customer service representatives have easy-to-follow return and refund policies on hand.
In a digital age where empowered customers utilize social media to make their views known, the fallout from bad real-time customer service or disregarded requests can be devastating to a company’s reputation, let alone revenue.
Don’t Ignore Customer Feedback
Make sure you’re paying attention to how you connect with customers. They are the ones who want your business to succeed, so let them express themselves about their interactions with you and be receptive to any recommendations or feedback they may have. Make it clear that you care about what they think of you and what they expect of you. It’s good to put your customers’ thoughts at the center of your business strategy. It generally pays off generously.
Set An Impossible Deadline
Customers can become frustrated if you underestimate how long it will take to remedy a problem. Customers might believe your agents are inexperienced as a result of this. There will, of course, be situations when a deadline will be impossible to meet. It’s critical to communicate with the customer in these situations. “Hey, we’re still working on helping you out,” for example, might go a long way toward strengthening business-to-business ties. It’s also critical to use the correct tools to ensure that the agents remember to communicate back at the agreed-upon time.
It will take time to transform your customer service from terrible to excellent. To provide the best experience for your clients, you’ll need serious dedication from your team, intelligent CRM software such as Xoopah, and all of the necessary tools. It’s never too late to make a difference, which is the good news. Regardless of the type of business you run, improving your customer service is critical to your success.
Businesses can use Xoopah’s CRM system to acquire new customers and build long-term relationships with existing ones. It works as a data repository, saving all your contact information, interactions, and preferences.