Reassurance is often required in every relationship, and especially when you are dealing with your customers, helping them understand their value and restoring their trust in your product/services can potentially save your business. The current global health crisis has affected businesses on a whole nother level. Everyone is struggling and is trying their best to adjust to the new normal. Forced to change their lifestyles, stay home, and get acquainted with work from home routine. Now it is more important than ever for businesses to up their communication game. It is vital for a business to treat its customers with empathy and compassion.
Covid19 pandemic made us rethink our business, as usual, it made us dig deeper into how we have dealt with our daily lives and what changes we need to make going forward. With all the efforts and precautions all we can hope and pray for is to stay safe and stay healthy. While we all are struggling, your customers have multiple questions right now. Almost 75% of customers say they’ve spent more money with a company because they had a great experience, according to an American Express survey.
There are no doubts in the fact that the quality of your customer interactions is defined by your front-line employees, the way your team interacts with your customers leaves a huge impact on customer experiences. Remember when employees who interact with customers on a regular basis say the right thing to the customers with a sincere tone, they set the stage for improved customer satisfaction scores and better engagement.
Your customers define the path of your success, you should work towards helping them feel how special they are for you and your business, and how much they cherish them. Keep reassuring your customers and there are many ways you can accomplish this. Let’s discuss few ways on how to assure your customers:
1. Set the tone right: Help your team understand that customer interaction should be smooth, without any miscommunications or language issues. Even if the customer is in a bad mood, help them understand that you are here for them. Assure your customers that all your efforts are to make their experiences better and to help them get the best out of their experiences.
2. Be reachable: This is the most important factor, especially during the times like these, helping your customers believe in your brand by being approachable and reachable at all times is very important. Due to the change in lifestyles and other living patterns, your customers might expect you to be available for them at their disposal. Assure them about your availability and in case you are unable to fulfill their expectations, try to communicate the same to your customers. Your efforts will always be appreciated. For example, companies are sharing special numbers for emergency cases, even though the availability of customer care reps is still subjective to timing but still they are trying to be available as much as they can. Various brands and companies are also putting in efforts in spreading awareness about the virus and how to stay safe.
29% of consumers rated “First Contact Resolution” as most valuable in a customer service/ support interaction. Yet, only 13% of IT managers and 15% of marketing managers ranked first contact resolution as most important in a customer service interaction.
3. Be open with your communication and improve your interactions: telling customers that you are here to help them, helps in building trust. Ask them the right questions, for example, “What can I do to help you today?” This shows that you are genuinely trying and not just reading out of a script. Great communication with a customer is always a plus point, it helps them feel heard and also feel valued. Good customer service is all about how well you are able to comprehend customer issues and provide them a solution as quickly as possible, or at least provide them with the first level of support. Consumers set aside time to engage with a business and they expect to have their issue resolved the first time they reach out to the business.
4. Ask your customers to provide their feedback: Customer feedback is very important if you want to grow your business in this era. Request customers to provide their feedback and once they do provide you the feedback, try to implement the suggestions, or reach out to your customers with solutions. If a customer has provided you bad feedback, then definitely get back to them with an apology and with the assurance that you will do your best to improve their experience and will resolve their issues at the earliest. Also, if you want to avoid the apology part, you simply can offer them some goodies or a discount code or maybe a pizza, to show that you care and that you don’t want to lose them based on one single bad experience. Providing a positive customer experience is critical when consumers have the option to choose.
There are no right or wrong ways to keep your customers engaged and help them stay with your brand with constant reassurances. You just have to ensure that the reassurance doesn’t become a robotic and scripted line, it will only push your customers farther away. Try to keep your communication simple, clear, and empathetic. Help your customers to connect with your brands and help them feel valued. Give importance to their feedback and act on it timely.
At Dropthought we believe that to build a sustainable relationship with a customer, we must value their feedback. We believe in building a situation-based and feedback-centric client engagement plan that will not only help businesses to leverage the data collected abundantly but also if done right this can turn into a long-lasting opportunity to keep your customers intact and keep the revenue bar up and running.