Don't Forget What is Really Important to Your CustomerAssociation of Business Training
April 8, 2014 — 1,210 views
If you work in sales or marketing where your job requires you to deal with customers on a daily basis, then it is important to learn the art of impressing and satisfying your customer. A happy customer is a loyal customer, who is beneficial for overall business growth and development. A good customer base also helps in employee retention and satisfaction. In short, it is absolutely true when they say, ‘The Customer is the King’.
Customer service executives and sales associates/representatives should be aware of certain things when they are communicating with customers. Here are some of them:
- Listen, don’t interrupt – While communicating with your customer, listen attentively to their questions, feedback or criticism. Try not to interrupt while they are talking, as it will annoy them and make them think that you’re not interested. /they may also feel that you don’t value their suggestions. Put your point across in edgeways. Answer their questions patiently and be responsive. Always maintain eye contact.
- Be friendly – Talk to your customer in a friendly tone. Be open, friendly and non-intimidating. If the customer doesn’t have much technical knowledge, be sensitive and explain to him/her in a simpler manner, using easy terminology. Don’t ask negative questions that may make the customer feel inadequate. Talk positively and patiently, as the customer’s time is more valuable than yours.
- Accept feedback – Be accepting of what the customers are asking for, show appreciation and concern towards their ideas and suggestions for improvement. Be open to the idea of incorporating those changes into your product or service to keep your customers fully satisfied. Offer value add-ons to your customers like discounts, extra perks, free products and free servicing to compensate, if you cannot give them what they want. Accept suggestions/feedback positively.
- Be positive – The manner in which you talk, your tone of voice and speech as well as your body language speaks volumes of how comfortable and confident you make your customer feel. Use positive language and include the word “can” as often as possible.
- Be sensitive to emotions - Use appropriate sentences so as to not scare your customers and make sure they understand the message you are communicating. The smallest things you say can trigger huge emotional reactions in your customer. Empathize with your customer when they face technical problems.
Be sure to incorporate these tips while communicating with your next customer, to ensure customer satisfaction and loyalty.