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Priscila Escalante

Customer Success @Intelimotor

"Your goal as a company is not just to offer the best customer service, but a legendary one."

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 the customer is fundamental for them to want to buy from you and to look for you in the future, it is essential to have the tools to offer 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.

Communicate clearly with your customers

You must 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 among 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 professionally

It is important to offer more agile responses so that customers don't 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, and 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 are no doubts 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 actually interested in them.

Speak in a human manner, not robotic

What is ideal is to offer a customer experience in which the customer can relate to you, and as a consequence they confide their doubts and thoughts to you. For this reason, you must talk to the prospect in a human way, in the same way they would talk. If you talk to them 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 fundamental factor in buyers' decision making.

Of course, if you have more ideas, share them in our comments section, it would be a pleasure to hear your opinions.

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