Customer service is one of the most important parts of any business. It starts with proper communication with your customers. If you want to be a successful company, you cannot leave your customers in the dark wondering what’s going on.
Some of the things people complain about most when it comes to customer communication include:
- Automated Machines Answering Calls
- Spending too much Time on Hold
- Lack of Professionalism from the Person on the Other Side of the Call
- Being Transferred Multiple Times
If you make your customers sift through automated menus, leave messages, spend time on hold and transfer them more than once, you are not providing great communication or customer service.
How to Improve Customer Communication
Every business is different, but communication is pretty similar for all businesses. You can use email, social media, direct mail, SMS, phone and face-to-face communications to build better customer relationships. Here are a few tips to help you improve your customer communications and set your business apart from all the others.
Use the Right Communication Method
Customers are not all the same and they don’t want to receive communication in the same way. Finding out the preference for each customer will make a big difference. If you try to send an email to a customer that prefers a phone call, you may not get an answer back as fast as you would like. However, if you email those that prefer email and call those that prefer a phone call, you will be listening to your customers and providing better communication.
Keep Your Customers in the Loop
Your customers should always know what is happening with their service or product order. If something has delayed it, made it happen faster or there is another issue, it should be communicated. Not telling your customer what is going on is one of the fastest ways to build profits for your competition.
Provide a Live Person to Answer the Phone
Since customers become very annoyed with sitting on hold forever or sifting through levels of an automated menu, you can quickly improve customer communications with a live person. This may seem expensive since hiring multiple full-time and part-time receptionists means more payroll. However, you can outsource the reception and have a live person always available for customer calls.
Using a virtual receptionist to answer your phones will ensure customers always get a live person to address their needs. A virtual receptionist service will ensure there are no missed calls and nobody has to sit on hold for extended time periods. Instead, customers will get a live person capable of taking orders, scheduling appointments, checking the status of an order and much more.
If you want to increase your profits, make your customers happy and keep them coming back for more, you need to improve overall communications with your customers. Start with these three tips and you can certainly reap the rewards of better communication and better overall customer service.