Communication is the process of imparting or exchanging information by speaking, writing or using some other medium.
Communication thus helps us remove misunderstanding and create clarity of thoughts and expression. It brings people together, closer to each other. It introduces brands to the target audience.
Having strong communication skills aids in all aspects of life – from professional life to personal life and everything that falls in between. From a business standpoint, all transactions result from communication.
It does not matter if you are a B2B e-commerce marketplace connecting small retailers to suppliers or food service or a financial lending institution. With businesses now going online, the importance of getting Customer Communication right is more important than ever!
You will be communicating with your customers instantly on various messaging portals be it DM on Instagram, Messenger on Facebook, WhatsApp Chat or Emails. Even your comments on posts will matter as well. Therefore it is very important to understand the following key principles with regards to getting Customer Communication right as you leverage your digital presence:
1. Be patient
When a customer reaches out to you and they are unsure, confused or have a grievance. They may, sometimes, be angry because of miscommunication or because they feel that they have been treated unfairly. There may be an issue with the product. Many-a-times, a great deal of patience is required just to understand the problem, let alone offer a solution. But, in the end, being patient will make you a winner. Be patient and capture the finer details; keep in mind that great service is better than fast service.
2. Accuracy of information is key
The time you communicate to the customer that will take for you to deliver the product/ service needs to be accurate. It is your responsibility to ensure that staff is communicated accurate turnaround times, which can be used to set the customers’ expectations. Any disparity in this will definitely lead to an unhappy customer.
3. Be proactive
When a customer calls to get an issue resolved, is it possible that the resolution takes more time than required? In such situations, when you have a customer waiting for your response, be proactive and keep the customer informed of the progress rather than have the customer get in touch with you time and again for an update.
Also, isn’t it a good idea to have some FAQs put up on your website instead of get the customer call you with queries?
4. Be very attentive
While attending to a customer complaint, if you happen to miss out any important details, it would just aggravate the situation. So, block out the noise and focus entirely on the query at hand; always have a pen and paper handy to help you make notes when dealing with customers.
5. Do not interrupt
When customers are complaining or telling you the events that led to their disappointment, do not interrupt. You might have heard the same lines before and you might think that offering a quick solution would make for great customer service. However, interrupting customers actually upsets them and makes them feel less valued.
6. Know your product / service inside out
Customer queries can be anything under the sun, but mostly they are related to the product/service your brand offers. There is no excuse for your or your employee to not be aware or well versed with the products/services that your organization offers. You must ensure that all the employees are trained effectively for the same.
7. Be honest
In case you are not aware of any aspect of the details that the business has to offer, tell the customer you will get the exact information for them. Don’t wing it by saying ‘I think…’ or ‘It could be…’. This sort of communication will create doubts about your organization and your brand.
Also, if resolving an issue is going to take longer than usual, communicate that to your customers transparently. Most often, customers are angered because their expectations are not set right. Also, it is a great idea to communicate the process that you will follow to resolve the issue. This awareness will make the customer more confident and less irate.
8. Listen actively and acknowledge timely
Your body language speaks louder than words. When customers are communicating with you, they should not feel uncared for. Make sure you actively listen, ensuring that the customer doesn’t have to repeat himself. Also, ensure that you acknowledge the customers’ messages by using positive words. Give them the confidence that you are around to help them and that you will find the best possible solution for them.
9. Examples & analogies will help
If you feel that the customer is finding it difficult to understand your solution, then convey the message with an analogy. Use non-technical terms and put them in simple language.
10. Remember: the customer is always right!
There will be times, where the customer will be complaining and they would have probably miss-handled the product, not followed the instructions and you would know they are wrong. This is the time you need to be most patient and strategic. Your objective is to build a positive reputation and avoid any negative comments online. Most of the awesome customer service stories out there are of employees who did more than what they were expected to do!
