15 Jul 3 Simple Ways to Improve Your Customer Relationship
Establishing a long-lasting relationship with your customers is a lot like dating. And we all know that the first date is vital; it’s the make-or-break interaction that determines your chances of moving forward With that in mind, let’s talk about three simple ways to make sure your first date with your customer is unforgettable — in the best way.
1. Listen and learn
The best first dates are built on great conversation. But being an impressive conversationalist is about more than witty remarks; you have to be able to listen as well. If someone is calling in to your customer service line, they likely have a question, comment or concern. In order to properly address these, you need to actively listen to determine exactly what it is they hope to gain from this conversation. By engaging in this way, you can anticipate your customer’s wants and needs, and align your brand’s strength with their weaknesses. Dazzle them with your responses and your attention.
2. Put your best foot forward
The first date is all about making the best impression in the shortest time possible, and the same is true of any customer service call. Now that you understand your customer’s wants and needs, put your best foot forward by bringing all your best assets to the table. While this usually entails the perfect outfit and a winning personality, when it comes to over-the-phone relationships, your software is going to set you apart from the competition. With technology like Cisco’s Customer Journey Platform, your customer service reps can answer any question, at any time, with ease. Of course, this is not the only tool at your disposal (personality still applies here), but it’s a great way to develop a strong relationship with your customers.
3. Be intentional about next steps
After a spectacular first date, follow-through is critical. As your call comes to a close, seal the deal with a call to action and a follow-up. Studies have shown an increase in engagement and retention when a customer is directed to act. How will your customer (or your date) be confident in moving forward if you don’t articulate your feelings? Draw out a clear plan for how this customer can continue building their relationship with your brand after you disconnect. Providing direction eliminates confusion and empowers the customer.
While these three steps may seem obvious, it’s all too easy to forget about dedicating the care and attention to each individual caller, especially in the midst of a contact center. But executing on them will grow your business — and number of happy customers — exponentially.
Now it’s your turn to try it out! Listen hard, work smart and communicate clearly. We have no doubt you’ll be impressed by the big impact of a little conversation. If you’re interested in learning more about improving your customer relations, leave us a comment below.