Nibletz Staff
Right now we live in an environment where employees have dense timetables and customers have a thousand distractions. In practice, that means that communication between employee and customer can easily breakdown. And a breakdown in communication can wreak havoc on organisational costs and your bottom line. That’s why this post scours the web for some of the best tips out there for improving customer-employee communication. Here they are.
Get To The Point
Customer communication should be short and to the point. While there’s a time and a place for long, flowing introductions, pitching in this way isn’t usually effective. Customers want simple and straightforward content that will help them to take immediate action.
Making sure that the clients react to your input is not a simple task. One of the biggest mistakes marketers make is that they talk about their own abilities and talents. But customers are rarely interested in what businesspeople can do. They’re far more interested in what they can do for them. The focus, therefore, should be on what they get out of the transaction.
If you’re sending an email, focus on the benefits they’ll receive in the email subject line. If the subject line is catchy enough, they’ll open the email and that’s your chance to pitch more detailed offers.
Keep Customers Informed
Keeping customers informed is an important part of any customer relationship strategy. Customers want to know when their product has been processed and shipped. And they want to want to know what time it will be arriving.
But in addition to that, customers may also want to know the important information in a timely manner. Suppose that your business has had an outage, and it affects when their product will be delivered. One of the most effective ways to do this is to send out a text message explaining the situation. You can also use SMS reminders to ensure that customers turn up to their appointments.
Keep Communication Open
Once customers hand over money to you, they want to feel connected to your business. Firms that are very hands-off tend to struggle to retain customers because their clients feel cut off. Customers, therefore, should always be able to contact you by either email or by phone. One good strategy is to operate a phone service during regular office hours. And then operate an email service outside of office hours, in the evenings and at the weekend.
Every time you communicate with a customer, they should have the opportunity to reply. And if they do reply, pay particularly close attention to what they say. Usually, customers know exactly what it is that they want. And when you listen, you’re in a far better position to deliver. What’s more, their feedback often serves as a useful tool for improving your business’s products and services.
The key here is to see customers not so much as clients but as partners. Building partnerships is usually far more productive than building customers into your processes. You’ll retain customers for longer and that’s always good news for the financial health of your company.
