Communicating with customers effectively is extremely important to any business. Unfortunately, although it sounds easy, it is actually an area where many businesses fall short – and often due to what may seem like small and insignificant mistakes.
The good news is that if you know what to look for, you can spot and avoid some of the more common mistakes. That in turn will let you dramatically enhance communication with your customers.
With that in mind, here are some of the most common mistakes that you need to avoid:
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Making It Difficult For Customers To Reach You
Some businesses make it difficult for customers to reach them, which is something you definitely want to avoid. Ideally, you should do the opposite, and try to make it as easy and convenient as possible for customers to get in touch through whatever manner and platform they prefer.
In addition to providing a phone number and email, try letting customers connect with you on social media, live chat, or even a forum.
Switching The Channel Midway
Embracing more communication channels is a good thing, but switching to a different channel midway is a big taboo. For example, if you’re already communicating with a customer via email, don’t try to get them to call you via phone unless it is absolutely necessary (which in most cases it won’t be).
All that switching communication channels midway will do is add another hurdle and potentially frustrate your customers.
Being Too Formal
Taking on a formal tone when communicating with customers is not only monotonous and robotic but will also put distance between you and them – which is the opposite of what you want to achieve. Instead, you should use a more friendly conversational tone when communicating that feels natural and will bring them closer.
Interrupting Customers Before They’re Done
When communicating ‘life’, you need to always remember not to interrupt your customers before they’re done. Although you may feel that providing answers more quickly is a good thing, if you cut your customers off by interrupting them before they finish their thought it can come off as rude and will make them feel less valued.
All in all, you should make it a rule to only reply once the customer is done talking or writing their message.
Using Complex Language, Technical Jargon, Or Slang
As far as possible you should try to keep your communication with customers clear and concise. Using technical jargon or language that is too complex will only confuse your customers or make them feel embarrassed that they don’t understand.
Similarly, if you use slang not everyone will understand it – and on top of that, it will make your communication look unprofessional.
Dodging Responsibility And Getting Defensive
Trying to dodge responsibility or (worse) getting defensive when confronted by customers who are angry and upset is never a good idea. It will make them feel that your business does not want to be held accountable or help them to find a solution.
To avoid that you need to be calm and always act professionally. If customers have an issue it is best to apologize for the inconvenience they’re facing, take responsibility, and clarify the situation.
Not Following Up
One of the biggest mistakes that people make when communicating with customers is not following up after everything is resolved. Sending a quick and concise follow-up message is extremely important as it will make your customers feel special and appreciated.
Additionally, a follow-up message is a perfect opportunity to ask your customers for feedback so that you can improve your communication further.
If you can avoid all these mistakes, you should be able to communicate far more effectively with your customers. However, you should also be proactive and look for other ways to enhance communication with your customers.
At the end of the day, improving your customer communication is definitely going to benefit your business. The more effective you are at communicating, the more likely you are to build a strong relationship with your customers. In the long term, your communication can make or break your business – so you need to do all that you can to improve it.
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