When supporting your customers, it is important for them not to feel forgotten or ignored. Engagement is so important in all aspects of our lives and the workplace is no different.
By increasing communication with your customers, you can go far to enhancing their perception of your business. Customers will feel that you have a better handle on their queries, if you keep in communication with them – even if it’s just to say that nothing has changed.
Customers want to feel like they are getting a personal service, proactive when appropriate and reactive when necessary. By reminding your customers with email/phone/social communication that you are there makes them feel important and considered. This will also help to improve your customer satisfaction and customer longevity, so they will be more likely to continue to do business with your company.
It is not all about what we say, but also how we say it – make sure when speaking with customers you use plain English and not technical jargon as this can lead to them feeling frustrated and alienated.
By communicating more with your customers, you will also be able to discuss exactly what they are expecting from you both now and in the future. This will enable you to make the necessary changes in order to continuously improve your support to the customers.
When you are offering a Managed Service to your customers, they are putting their trust and faith in you to deliver the agreed services and if you are lacking somewhere, good communication between your company and the customers will ensure that you can resolve these issues quickly. The customer always comes first, as it is the customer who brings in the profits.
We are told today that customers now trust the opinions of people they know and even people they don’t know more than the supplier. Well with word of mouth being so important and communication being key, make sure when your customers speak about you, that what they are saying is positive. Good communication leads to happy customers, and happy customers lead to overall good customer experience.
Finally, never forget that good business communication is more about the listening and less about the talking. You cannot provide a solution without first understanding the business pains. Customers are the experts in the business challenges they experience and like nothing more than to discuss these with you .. be prepared to listen, understand and act.