Posted by : Amanda Stein Thursday, May 31, 2012
Communicating with your customers can be difficult. Trying to convey your message online in a way your customers appreciate can prove to be even more difficult. Here are a few tips to get you started:
Make it Personal
Just as you would in the customer service setting of your business, you need to take the time to target the information that you are presenting to the person you are speaking to. When possible try to:
*Write your customers name
*Give some sort of a greeting (i.e. Good Morning Mary!)
*Never ever copy and paste
Make each correspondence tailored only to the person you are talking to.
We live in a fast-paced world. No one likes to wait. If you want respect and trust from your customers you have to answer quickly or they will move on to someone they will. Make sure to have your e-mail accounts on your phone and if you are in a business that has an after-hours number make sure you answer it. Nothing makes a person more frustrated than when something is made available that doesn't
Respond Accurately & Truthfully
Don't answer a question that you don't have the answer to! It is so easy to find the answers to things you don't know all it takes is a little effort and there is nothing wrong with telling a customer that you are not sure and that you would like to verify the information before providing an answer. Your customer will respect your honesty and it is just a basic principle that people like to converse with someone who will be honest with them. Honesty is always the best policy!!
Answer the Question
Listen carefully to what it is that your customers are asking you. Take the time to listen! I have ran into a lot of issues like this. If a person walks up to you and asks you a question, you need to listen to every word before you respond. The same is true when responding online. Really read the question and give a complete answer to what is being asked. If you don't respond correctly to the question your customer is asking you, it will be impossible to have a strong relationship with them. Your customer will begin to feel that he/she cannot connect with you.
Take the Time to Answer
This is a key principle. Don't rush your responses. Answer the entire question. This is the time that you make sure your customers know that they matter to you. Always remember that every customer likes to feel important!