Conversation and Conversion, they don’t only sound and appear similar, but they also exist together. Think about it-”Sound conversation resulting in conversion “. Whether its offline or online, it’s a well accepted fact that when a customer is engaged in a conversation effectively, he would get your business customer loyalty.
The question here is how do we do that when we offer customer support? In this time pressed and distraction filled life where every second counts, how do we attain customer success? Read on to find how. Mentioned below are 5 tips for highly impactful customer conversations:
- Be wise with your words and tone of voice
We all have heard the saying; words are as important as actions. So, consider your words as actions next time you offer customer support and calculate its impact on the business. Be very careful and conscious of the words that you use. Chose simple words and keep your conversation to the point. Avoid using long and complicated sentences as it may annoy the customer and come in the way of customer success.
Coming to the tone; when your wisely chosen words match the right tone, the entire conversation goes to a different level altogether. Now, the question arises what is the right tone? Well, that depends on the situation. You can choose to be;
- Friendly and casual
- Formal but not distant.
A study by software advice reveals that 65% of customers prefer a casual tone when it comes to customer support. However, context matters. Consider the impact of casual tone on someone who has duped a hefty amount in some fraud transactions. So be smart, read situation and decide the tone.
- Keep your conversation positive
Positivity paves the way for success in every aspect of life. This holds true for conversation and customer success as well. Form your sentences in a way that they have affirmatory words in them. You can chose words such as
- Rest assured
- I understand etc.
While it is important the you use positive words in customer support, it is also equally important that you refrain from using extremely negative words. There would be situations wherein you might completely agree with the customer; however it will be prudent not to use harsh and negative words and sentences such as:
“We are very sorry for offering you such a bad product”. Be empathetic, but not at the cost of company’s reputation.
Another way of keeping the conversation constructive while offering customer support is by using words like” we “instead of “you”. This is applicable in cases where you want customer to do some actions like going to the settings menu. You can always say; let us go to the settings menu instead of saying you can go to the settings.
- Build emotional connect with the customer
You can judge the effectiveness and impact of your conversation by building an emotional connection with the customer. You can begin this by;
- Greeting you customer by his/her name. You strike an immediate connection by doing so. He no more remains a stranger.
- Show respect and be honest
- Before thinking about the best practices and techniques, think that there is a human on the other side.
- Listen actively and abstain from interrupting in between
When you listen to your customer patiently, he gets a feeling that he is heard and attention has been given to him. Continue giving cues that you are listening. Respond promptly and avoid distractions. Repeat what you have understood from him in order to avoid any miscommunication and to make it sure that you both are on the same page. Use words like, “I see”, “okay”, “alright” etc. to give a feeling that you are involved.
Interrupting in between is a big “NO”. Consider a situation where a customer is furious over a product and trying to put a complain and you interrupt in between. This would further agitate him and nothing else. When you allow him to speak out, chances are he will calm down and you would also be in a situation to understand the concern better. This would further help in expediting the process of resolving the concern and you would also be successful in achieving your goal of customer support.
- Aim to delight the customer; look beyond customer satisfaction
Satisfied customers are an asset to the organization. They say; your satisfied customers become your loyal customers. Now, just imagine your loyal customer base, if your satisfied customers move a ladder up and become delighted customers. And, what better way to build satisfied customer base than delightful communication. Closing the conversation can play a key role here. Try ending up with” is there something else that I can do for you? Or, I would be glad to help you again, anytime soon. Your intent of doing something extra is sufficient to delight the customer. Be thoughtful about the way you convey information. Be humble when you receive feedback. And, most importantly be human in your interactions.
When you offer customer support, consider his and yours human aspects first. Talk constructively. Chose positive words and present them in right tone. Aim for delighting your customer in each of the interactions. All this will assure customer success.