Your customers are the only reason that you exist. They are the ones that buy your products/services and provide the feedback that improves your brand. How you communicate with your customers and your tone and expressions while speaking to them has a bigger impact than what you’re actually saying to your customers. How you interact with your customers also will directly reflect how they interact & communicate their opinions on your business, in the form of reviews & when recommending you to a friend.
Occasionally, you will have an easy-going customer that takes in every word and piece of advice that you give as if it was water in the Sahara desert. However, the rest of the time, customers may not always be easy or delightful to converse with.
So… how can you hone in on your communication skills to make every conversation an easy one? Albert Mehranian, an expert on communication and professor of psychology at UCLA tells us that successful communication is 55% body language, 38% tone and 7% word choice. Below are three tips on how you can improve how you communicate with your customers…
Choose your words carefully!
Establishing a close relationship with your customers helps to provide a feeling of comfort and trust in communication. When speaking to customers, using certain words or phrases can help portray a positive or negative image of a company. Most importantly, one word answers are NEVER an answer. Follow simple grammatical rules to avoid being seen as short or cold by always using at least 3 words in every response to a client.
This same rule applies to when you are not communicating with customers face-to-face, and are instead communicating over platforms such as Live Chat, over the phone or through email. When people are communicating over these platforms rather than in person, they tend to forget these customer communication norms. Without being face-to-face and having those non-verbal communicators, forgetting to include the proper verbal phrases or words with customers can do even more harm than it might if you were speaking in person with the customer. The following word choice graphic displays words and phrases that may create positive or negative sentiments towards your company:
Words Express Ideas, Tone Expresses Emotions..
Knowing your customers is the most important part of utilizing tone in order to reflect company values. More than company values, tone also identifies personality. When a customer feels that they know the company values and can relate to the personality of its employees, a sense of trust is created. Trust is the most important part in a business transaction and a customer is more likely to be a repeat customer if they truly trust your company. Therefore, it is important to reflect company values in the tone that you use when speaking to customers because it is what helps create your company image.
Knowing how to convey this same tone nonverbally, such as over email or online messaging, as well as verbally but not in person, such as over the phone or on a live chat, is also extremely important in maintaining good relationships with your customers. On the phone and over live chat, tone of voice is essential in communicating effectively with your customers and maintaining a productive and engaged conversation. Over email or online messaging platforms, this tone of voice can be expressed in the form of exclamation points, allowing the customer to read your messages in that welcoming, friendly tone of voice you are trying to convey.
A good tip for recognizing the tone you are communicating over non verbal or written words, is to read over your message prior to sending it to the client and seeing what tone of voice you read the message in:
“Thank you for your feedback, we hope you visit our restaurant soon.” vs…
“Thank you for your feedback! We hope you visit our restaurant soon!!”
When people read your emails or online messages, they create the tone of voice the message conveys in their head based on the punctuation, as well as the words themselves. It is important here to see how big of a difference the punctuation alone makes to the tone of the message. The second line sounds enthusiastic and friendly, whereas the first line sounds dull and bored.
How we Communicate Non Verbally
Much of business interactions are personal and various studies show that over 50% of communication between individuals is nonverbal. Using these nonverbal communicators when communicating in person with customers is extremely important in the customer’s interpretation of what you are saying, as well as how genuine they determine your words to be.
When communicating over live chats rather than in person, these nonverbal communicators will not be as obvious or recognized by the customer, so exaggerating these cues will allow you to again, insure that the customer correctly interprets what you are saying. Below is a graphic with the most important types of nonverbal communication that can help you to build trust and credibility with clients.
By following these 3 pieces of advice and utilizing our Live Chat and Customer Voice products, making every business conversation, whether it’s over video chat, on the phone, or in person, become much easier. Good communication and productive conversations reflects positively in customer reviews and leads to repeat business.
We can help you communicate! Contact us today to find out how our services can change the way you communicate with your customers, for the better!
To ensure you’re communicating with your customers as effectively as possible check out our customer service tools which can help increase your positive reviews online & the ability for customers to reach you through live chat to quickly answer their questions!