Modern customer experience has evolved beyond reactive service and putting customers on hold. These days, winning customer loyalty is all about giving them choices across many channels, saving them time, and delivering a personal touch that makes them feel appreciated. Indeed, in spite of all the new technologies that are making customer service more seamless and efficient, the human touch remains more desired than ever. A Right Now study found that 73% of consumers say that a friendly customer service agent can make them fall in love with a brand, and 86% are willing to pay up to 25% more for a better customer experience. For this reason, knowing how to communicate with customers is essential to winning their trust and loyalty. Here are six tips for positive customer service communication that will win your customers over.
Agents should always be quick to introduce themselves by name, name their specific job title, and ask for the customer’s name if it is unknown (on channels such as live chat, for example). Making introductions personalizes the customer experience and turns the exchange into a natural conversation.
A friendly tone is critical to making a customer feel at ease, especially when an issue has already cost him time and frustration. During the conversation, agents should use positive language that reassures the customer that the case will be resolved. For example, phrases such as, “Let me help you with that,” “I would be happy to assist,” and “Is there anything else I can assist you with?” convey a willingness to help the customer and work together to find a solution.
While negative phrases of any kind should be avoided in customer service communications, the same is true for language that implies doubt or a lack of responsibility. For example, phrases such as “I’m not sure,” “I don’t know about that,” or “That’s not something I can help you with,” make customers lose confidence in your brand and can be taken as apathy toward their issues. Instead, when agents need more time or information, they should show a willingness to find a solution and reassure the customer that they are asking their colleagues for support when needed.
Another essential way to connect with customers is to empower them through the words you use. For example, when a customer states a question or gives information about his issue, phrases such as “That’s exactly right,” “I understand,” and “That’s a good question” empower the customer and validate his feelings. Such phrases demonstrate that the agent shows respect for the customer’s intelligence, comprehends the issue, and has a humble attitude that honors the customer’s situation.
When offering a solution to a problem, customers deserve a thorough explanation. However, it’s important to keep the language simple and direct so customers understand fully. For example, if a delivery process will take place, explain every step of the process clearly. Avoid using very technical language and simplify the explanation so the customer will understand. Lastly, always ask the customer if they need any clarifications, and be patient and apologetic if the customer does not understand right away.
During every customer exchange, agents should always show empathy for the customer’s issue. When agents can relate to the customer, trust is won and customers feel more confident in your brand’s willingness to do things right. The same is true for expressing gratitude: Remembering to thank customers for their time, trust in the brand, and business are essential to winning their loyalty.The key to positive customer service communication is putting the customer first. By viewing every situation from the customer’s perspective, your brand may adopt a meaningful and effective approach to communication that creates true satisfaction.
