5 Mistakes: Communication With Customers
Hi 👋 I have researched how to improve communication with our customers.
We think that excellent communication is the key to decreasing the churn rate.
I hope that this curated list of the most common mistakes in communication with customers can also help you. 👇
1/ Not Communicating With the Customer While Solving His Problem
- While trying to jump into solutions, you may not be engaging in honest customer communication and listening to them.
- Customers appreciate straightforward communication.
- Let your customers know that you understand and identify their issues.
- By keeping a customer informed, you show responsibility in the process.
2/ Not Communicating Like a Human
- Humanised customer service involves spontaneity, kindness, and empathy.
- Customers today want a customised solution to their problem instead of a standardised and templated answer.
- Never ever make promises you cannot keep.
- Not asking enough questions or not listening carefully to your customers can be as bad as over-communication.
3/ Using Slang or Technical Terms
- Using very technical terms can confuse customers.
- Customers can quickly become annoyed when you use industry-specific jargon.
- Customers prefer to have clear communication.
4/ Lack of Product Knowledge
- Customers become frustrated when you don't have the proper knowledge when assisting them.
5/ Being Too Defensive or Not Taking Responsibility
- In most cases, the customer is frustrated at a problem, not the person helping them.
- Being defensive only angers customers more and delays the resolution of the problem.
- You should use only positive language and show confidence that will most likely attract.
- You and your customer service representatives are the faces of the company, and with that comes the need to express accountability.
- Obvious sales talk is a standard communication mistake.
I hope you find this helpful. If you have some points, do not hesitate to mention them in the thread so we can help each other. 🙂
