How do you talk to customers on any platform?

1 Know your platform

Different platforms have different expectations and norms for customer support communication. For example, email is more formal and detailed than chat, which is more casual and concise. Phone and video require more vocal and visual cues, such as tone, pitch, and facial expressions, than text-based channels. Social media is more public and interactive than other platforms, and may require more empathy and humor. You should familiarize yourself with the features, advantages, and limitations of each platform, and adjust your communication accordingly.

2 Use clear and simple language

Regardless of the platform, you should always use clear and simple language to communicate with your customers. Avoid jargon, slang, acronyms, and technical terms that may confuse or alienate your customers. Instead, use plain and common words that your customers can understand easily. Use short and simple sentences and paragraphs, and break up your text with bullet points, headings, and white space when possible. Use proper grammar, spelling, and punctuation, and proofread your messages before sending them.

3 Be polite and respectful

Politeness and respect are essential for building rapport and trust with your customers on any platform. You should always greet your customers by name, use positive and courteous words, and thank them for their time and feedback. You should also avoid using negative or aggressive language, such as blaming, accusing, or criticizing your customers or your company. Instead, use positive and constructive language, such as apologizing, empathizing, and offering solutions. You should also respect your customers' privacy, preferences, and boundaries, and ask for their permission before taking any actions on their behalf.

4 Show your personality

Showing your personality can help you connect with your customers on a human level and make your communication more engaging and memorable. You can show your personality by using a friendly and conversational tone, adding some humor and emotion, and using emojis, gifs, or stickers when appropriate. However, you should also be careful not to overdo it or offend your customers with your personality. You should always match your customers' tone and mood, and avoid using inappropriate or insensitive jokes, sarcasm, or slang.

5 Listen and respond

Listening and responding are crucial skills for customer support communication on any platform. You should always listen actively and attentively to your customers' needs, problems, and feedback, and acknowledge them with empathy and understanding. You should also respond promptly and accurately to your customers' questions, requests, and concerns, and provide them with clear and relevant information, instructions, or solutions. You should also follow up with your customers until their issues are resolved, and ask for their feedback and satisfaction.

6 Adapt and improve

Finally, you should always be ready to adapt and improve your customer support communication skills on any platform. You should monitor and measure your performance, such as response time, resolution rate, customer satisfaction, and feedback. You should also seek and accept feedback from your customers, colleagues, and managers, and learn from your mistakes and successes. You should also keep up with the latest trends, tools, and best practices for customer support communication, and experiment with new and innovative ways to talk to your customers on any platform.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?