Customer experience and interaction have a significant impact on your company, and it can either break or make a company! According to research by Microsoft, 58% of American consumers will switch companies because of poor service. That is more than half of your client’s body. Customer service is so important that part of your human resource training is knowing how to talk to your customers. It is why you mustn’t be just making a good impression but a lasting impression. When a customer is happy with you, they get you new business. Here’s how you can work on your appearance:
- Be Yourself. As much as you want to make a sales pitch, you must be selling your company’s products or services using your own words. Mimicking or narrating a script only downplays your personality.
It prevents you from expressing your thoughts on what you’re trying to sell. Don’t hesitate to quote pop culture stories, narrate personal stories, or add your perspective on topics in trend. The more you are yourself, the more you connect with your customers. When a consumer can relate to you, the chances of choosing to work with your company are high.
- Be Approachable. Every customer has a personality. Some may like having a conversation, and some may be on the quiet side. You need to be able to match their energy. Don’t assert yourself unnecessarily if your customer becomes visibly uncomfortable. Don’t push or prod for an answer, instead reassure them about their case and demand and let them talk to you. Part of being approachable is making eye contact with them.
Don’t use your phone unless it’s an emergency, or even if you need to type notes while talking to them, nod, or give them an indication that you’re listening. Part of being approachable has locations where you can meet your client. Companies such as The Executive Centre have offices that you can rent to talk to your client. Maybe your client likes more windows or natural lights. If you’re able to give them the kind of location they want, chances are they’ll adjust to your presence right away.
- You Should Know How To Handle Pressure. Not every client will be flexible. Some of them have wanted your services in a short duration of time. You should be able to prioritize your work schedule and make sure you can fulfill their deadlines. Pressure extends beyond working with clients on an individual basis.
You may need to talk to a large client base in an auditorium or make a presentation. It would help if you remained calm. It will help if you know how to research and sort through your information to make a compelling presentation. Learn how to work with an audience, such as taking pauses, making eye contact, know how to position yourself on the stage, and keeping an upright posture. It will also help if you dress impeccably for the event. Customers are also looking at how you carry yourself, and sloppy attire generally drives customers away.
- Know Your Strengths and Weaknesses. You won’t be good at everything, and that’s perfectly okay. If a customer wants you to perform a service beyond your field, let them know with consent what you can do for them instead.
Remember in a company. It’s all about finding and suggesting solutions. Engage your clients and brainstorm ideas before you refer them to someone else. You can inform your clients that you may need time to research what they want and make sure you follow up with them.
- Stay In Touch. In the digital world, networking is essential. Even though your clients should see you during business hours, make sure you keep them in the loop of the latest projects. Have a public profile on social media and add these details to your business card so your clients know about what your business is offering. It would help if you had your email marketing strategy for your clients. That means have their emails and make an email campaign so you can reach out to them from time to time.
- Know Different Ways To Communicate. Not all of your clients may show up at your office to talk to you. Some may choose to email or a phone call. No matter how they reach out to you, you should know how to speak to them.
It would mean you should be eloquent in all aspects. Your job is to accommodate your clients, and if you take care of their needs and preferences, they will want to continue doing business with you. If they feel talking to you is too tedious, you’ll notice them pulling back before they ultimately change companies.
- Be Patient. Customers come with a series of challenges, some are overly ambitious, and some lack the basic concepts of what they’re asking. In either case, exercise patience. The most ineffective strategy is to get angry if your customer is feeling aggressive.
Your tone should always be calm, collected, and be careful of what you say to them. Usually, if your customer struggles to understand something, ask them questions, let them trace the source of their problem. You will notice a customer will open up more and feel better about asking questions, ultimately leading to successful communication if you choose to be patient with them.
- Guide Them. Maybe a customer is looking for a particular product but is unsure about their purchase. You should be able to guide them. Make a conversation with them, find out what they’re looking for, and inform them about their choices. Suppose you’re a jeweler, and a customer needs an engagement ring. Start by finding out about their budget. Ask what they have in mind.
Along with their choices, make recommendations of your own. Inform them what the latest market trend is and help them decide on a margin in their budget. Guidance is essential because some customers may feel flustered or fumbled or may feel like they need to say everything in one go. Calm them down or help them find a direction so that you may proceed from there.
As a business or solo practitioner, you need to leave an impression on your customer. Word spreads around fast. If customers feel happy with you, they’ll refer you ahead. You need to work on your skills to make sure your current and future client base are satisfied with you. Always be yourself, don’t suppress any ideas you have. Be approachable and shift a meeting location if necessary. Don’t let the pressure get to you and work through it. Know your strengths and help your customers where you can. Finally, know how to communicate and guide them effectively.
Sherley Alaba is an eagle-eyed wordsmith; a writer and translator, always interested in ways which can help individuals (especially youth and women) reach their full creative potential. Her focus has been on writing, producing and editing stories on business, finance, interesting personalities, entrepreneurs, culture, the environment, gastronomy, lifestyle, and social issues.