In any business, communication is key. Whether you’re communicating with your staff or your clients or are need of solid project management communication, all businesses and business leaders need to learn how to communicate effectively. Learning to communicate with customers in the right way can be a big part of this. Here’s how to communicate effectively with your customers.
- Patience is essential. Many customers will reach out to you when they are confused or have a complaint to make. They might be angry about miscommunication or treatment they feel is unfair. They might be unsure of something to do with your products and services, but be unwilling to take on your advice. Dealing with customers like this can be frustrating, but patience is key. You need to understand the problem and offer a solution. Losing your patience doesn’t earn you loyal customers.
- Accuracy is important. Whether it’s your company profile or your delivery terms, you must be truthful and accurate. If you promise a certain turnaround time for a service, for example, this same information should be communicated consistently to your customer across all departments. Management must ensure that staff are able to communicate accurately and have the information they need to do this. Misinformation leads to angry customers.
- A proactive approach is engaging. If a customer has called you for help with an issue, it’s possible that a resolution to the problem could take longer than is ideal. In these cases, rather than wait for an annoyed customer to chase you, be proactive and make contact with them to update them of any progress. Add an FAQ section to your website to handle questions you get a lot to save your customers having to reach out with simple questions. A proactive approach is the best way to please your customer.
- Pay attention. If you’re handling a customer complaint, missing out on an important detail will only make the problem worse and the customer more irritated. Focus entirely on the customer you are dealing with. Take notes of the key details so you can refer to them and be sure you are getting everything correct. Ask for confirmation of important details if you need them to make sure you have everything you will need to effectively help the customer.
- Know your products and services. Nobody should know your products or services better than you, and you and your team should know them inside out. Customer queries can be very varied, and there is no excuse for employees not being well versed in the details. As manager, it is your responsibility to provide adequate training to ensure this is the case. With the proper training, staff can respond to all kinds of queries with accurate, helpful answers. This builds brand loyalty and shows that you know really know your stuff. The wrong answer does the opposite.
Communication needs to be worked on to be effective. Everything from your business that is customer-facing, from your social media to answering the phone is an opportunity to engage your customers.