Improve Customer Communication
3 ways to avoid losing customers’ trust
On businessknowhow.com, Jeff Mowatt describe three mistakes employees often make that result in failing to gain the trust of their customers. Here’s how to refrain from making such errors and how to better handle the situation.
1. You aren’t friends, so don’t pretend to be. Being friendly and acting familiar are two very distinct behaviors. You can act cordial and welcoming without feigning you are a long lost friend. For example, don’t call a stranger and ask how they are doing. You’ve never met them, nor are you in a position to ask or care how they are. Instead, greet them warmly, tell them you’ve never met before and then explain your purpose in calling. Customers will sense any falseness in your tone and dialogue, so be sure to avoid miscomunicating your intentions.
2. Be specific and confident. When the customer asks you a question, not only should you give a realistic answer (i.e. delivery times, etc. ) but a confident one as well. State the answer first, then give a brief explanation instead of prefacing the answer with unappealing background.
3. Don’t claim you’re the best, even if you’ve been ranked as such. Everyone is the number 1 blank, yet there are endless ranking systems and guidelines. Boasting such subjective superlatives can cause unease at the consumer level, and will engender mistrust in your attempt at legitimacy.
Bottom line-These are all ways to handle customer interactions to successfully build trust. Always be yourself and be honest and straightforward.
Tags: Improve customer communication, improving customer communication, improving in customer communication, improve on serving customers, improve for customer service.
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