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3 Mistakes To Avoid In Customer Conversations
It’s extremely important in the customer service industry to attract the right potential customers and retain existing customers. To do so, it’s important to understand the rules of an effective customer experience, with customer communication being at the forefront of the list. Effective communication will help customers clearly understand who they are going into business with, and what their need for the product or service is. To help you achieve success in this area, here are three common mistakes to avoid in customer conversations:
Lack of brand vocabulary: When communicating with customers, it’s important to be clear and concise, so avoid using any complicated or ambiguous language. Don’t use overly technical terms, but we don’t mean talk with just slang either. The vocabulary used to describe the product your offer should match the language of your business, and should include terms that resonate with your brand.
Relying too heavily on scripts: Sometimes, it’s hard to keep a conversation on track when a client feels uncertain, so having a script is a good basis for preparing your team for different situations. But relying solely on that script makes the conversation feel less personal, and the customer will feel like they aren’t being heard. Try to make the conversation personal by asking questions about the customer specifically and tailoring your approach to their need.
Giving your opinion too early: Customers will ask you when they are ready for your opinion on a solution to their problem, but sometimes we are so eager to get through the conversation and close the deal, that we offer solutions before the issue is thoroughly examined. Make sure that all options have been explored, and that you fully understand the issue presented to you, before offering a solution.
Great customer service start with clear and positive conversations. Understanding common mistakes and how to avoid them can help make sure that you are communicating in a way that is pleasing to the customer.
Sources:
https://anitatoth.ca/9-customer-convo-mistakes/
https://elasticemail.com/blog/marketing_tips/10-customer-communication-mistakes-you-shouldnt-ignore
