Customer communication has to do with the way you talk to customers, how you communicate ideas, opinions and strategies, and the unspoken language of listening. Poor customer communication can negatively affect sales, reputation and company culture. Here are some things to keep in mind throughout all your communications with customers.
Listen More Than You Speak
No one enjoys being lectured to, unless they specifically signed up for a course on a topic they are interested in. If you are doing most of the talking in your customer communications, you’re doing it the wrong way. Customers want to be heard. They need to express their side of the story in whatever way they choose. They may go about telling you their pain points in a round-a-bout fashion, but it pays to let them talk and listen carefully. In their words, you will hear what their problems are, and discern how best you can help solve them. In any conversation with your customers, you should try to listen 70% of the time and speak only 30% of the time.
Don’t Place Blame
In the article, “The Go-Around And How We Communicate With our Customers,” the author discusses a concept called other-centered. This isn’t a new concept, but it’s one that should be kept in mind at all times. In any given situation, there are multiple perspectives. Always remember the other person’s perspective, and never place blame. Instead of this: