Here are three ways to improve customer experience and communication over the phone.
Majority of your customers will interact with your customer service through through phone calls (even though majority of Nigerian businesses just have phone numbers for the sake of it), so that is an area you should pay serious attention to if you want to communicate better with your customers.
With that in mind, here are three ways to improve customer experience and communication over the phone:
Nail the first impression: You must have heard the saying “First impressions are everything” and it is no different in business. In fact, it is more important in business because a prospective customers can go to your competitor if they feel they didn’t get the best from their first interaction with your business. You need to set up an automated professional automated answering service. This service will answer your customer’s calls quickly, using a friendly and professional voice, and route them to the appropriate extension so they’re connected with the right person the first time they ever interact with your business.
Make customer service calls a priority: Customer service is one of the main forms of communication between a business and its customers, so you want to pay attention to that. Majority of customers will bail out on a service or fail to make an intended purchase because of a poor customer service experience. In other words, people take it personally if their experience with your business on the phone isn’t good, and they tend to take their business elsewhere.
Speak to your customers like real people: You have to make sure your business doesn’t react too mechanically to customers when they interact with it over the phone. Make sure you craft a positive message in how you respond to customers whenever they call your customer service line. Also, make sure your customer service team has the necessary tools with which to gain customer insight. This will help them understand the customer better and interact with them like they are people and not just voices on the other end of the line.
Gaining customers does not happen in a day. Growing your business in a day will not happen in a day. It happens over time by building confidence and trust in your customers and encourage new, potential customers in the process.
Do you know any customer communication tips that could help other entrepreneurs? Kindly share them in the comments section below. Happy hunting!