25 Sep
Your goal as a company is not just the best customer service, but legendary customer service. - Sam Walton, founder of Wal-Mart (translated from English)
One of the biggest goals of every business in the world is to provide the best user experience. However, there are times when we can fail and our customers can be disappointed. A customer disappointment can result in them not only abandoning interest in your brand, but also talking about their experience with more people, so fewer customers will be interested in your brand.
As your interaction with your customers is critical to their willingness to buy from you and to seek you out in the future, it is essential to have the tools to provide the best possible experience. Here are some tips that can help you improve your relationship with your customers, and in effect increase their chances of buying from you.
Practice clear communication with your customers.
You should ensure that your communication with the customer is as positive and professional as possible. Ensure that your conversational tone is one that demonstrates happiness and interest in the customer. Maintain a professional vocabulary when talking to your prospects so that they take you seriously. A change in tone or professionalism can result in a customer no longer being interested.
Pay attention to your customers' complaints.
When your customers complain, you should attend to the customer with the utmost attention. Sometimes there can be valuable feedback hidden in the complaint, so it is important to listen carefully. Use your problem-solving skills and do everything you can to solve the problem. Ask your customer for more information, and offer alternatives to support them. If the customer remains dissatisfied, at least you did everything you could to repair the situation.
Respond quickly, but with quality.
It is important to provide quicker responses so that customers do not have time to consider the competition. However, at the same time, responses should be complete, not rushed. If the customer feels that the answers are rushed, but not enough attention is given to writing them, they will lose interest. Therefore, it is essential that you ensure that your responses are of the highest quality before sending.
Ensure that there is no doubt on the customer's side.
Studies show that only 4% of dissatisfied customers will tell you their problem. Therefore, it is your responsibility to ensure that your customers do not require more information about their concern. With a simple question like "Is there anything else I can help you with today?" you ensure that the customer has all the information they need. This type of question shows the customer that you are really interested in them.
Speak humanly, not robotically.
The ideal is to offer a customer experience in which they can relate to you, and in effect confide their doubts and thoughts to you. Therefore, you should speak to the prospect in a human way, in the same way they would speak. If you speak in a very generic and robotic way, the customer will not be able to connect with you, which may cause their doubts or thoughts to go unheeded.
These are just a few tips on how you can improve your customer service. By implementing them, you can expect more customers, as customer service is considered a key factor in buyers' decision making.
Of course, if you have more ideas, please share them in our comments section, we'd love to hear from you.
Priscila Escalante
Priscila is part of the Customer Success team at Intelimotor since August 2020. She is a graduate of the University of Southern California and is currently Customer Success - Retention Manager. Her purpose is to provide the best customer experience possible, and she would do anything to keep customers happy.
If you would like to contact her, her e-mail address is priscila@intelimotor.com.
