Every business owner in the world wants his/her customers to be fans. It’s one thing to successfully put through a sale. It’s an entirely different thing to have the purchaser continue to come back and also recommend the business to his/her friends and family. To make customers fans of your company, you have to provide customer service that is incomparable to any other business. That way, you’ll get customers saying “they’re the best!” when referring to your brand.
Ensure your customers are well informed.
This just doesn’t just entail providing clear and accurate information. It means you’ve ensured that your customers understand everything you’ve said. It pays to be thorough. Don’t be afraid to simply ask your customers if they have any questions or wish for clarification. Doing so will significantly increase customer satisfaction and greatly reduce complaints.
“Make sure your customers know exactly what you mean” advises Greg Roth on Freshdesk.com, “You don’t want your customers to think they’re getting 25% off when they’re actually getting 25% more product. Ask customers if they understand what you’re saying. Use positive language, stay cheerful no matter what, and never end a conversation without confirming the customer understands and is satisfied.”
Don’t underestimate the use of positive language.
Since it was just mentioned, allow us to remind you of our “The Importance Of Positive Language” blog from earlier this week. In it, we explain how necessary it is to always give your customers confidence in your brand by highlighting what it CAN do for them instead of stressing what it CANNOT do. And, as always, warm and friendly tones are of vital importance.
“The vocabulary and tone your team uses can steer the course of the conversation with a customer,” writes Clint Fontanella on HubSpot.com, “So, it’s important to focus on using positive language because it encourages a better customer experience. By using positive language, your team can prevent escalations by demonstrating their confidence in resolving the customer’s issue.”
Remember that honesty is the best policy.
You can’t always provide your customers with exactly what they want. And you won’t always know the answer to every question asked of you. However, keeping the whole positive language thing in mind, be sure to say “That’s a great question, I’d be happy to look into that for you” instead of “I don’t know”. The two vastly different phrases may mean the same thing but they communicate something totally different.
“Your customers rely on you to know your product inside out,” says Roth, “It’s your job to stay informed enough to respond to questions or at least know where to turn if the questions become too technical for you to answer. If you don’t know the answer it is okay to say to your customers ‘I don’t know’, as long as you follow it up with ‘but I’ll find out’. Customers will appreciate your honesty and your efforts to find the right answer.”
For a dose of MeloTel’s customer service style, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website. We’ll always do our best to make you say “they’re the best!”