5 Great Rules to Make Smooth Client Communication

When you are getting service from someone, you expect to receive a good one. Of course you don’t want to be treated in crappy way. But when it happens, you feel like “what a bad service, I am not gonna take/use it again”. At least I would.

At the same time, you look back at yourself and think “oh, I really hope I am not giving service like them to my own clients”.

It is easy to expect so high when you are a customer, but it is quite hard to live up to the expectation from customers. You know that, right?

Here we notice, customer services affect the success of your business to a great extent. It is not just about what you sell, what you can give them as a human is very important. If they are satisfied with YOUR service, they would like you and they would tend to purchase your product.

Think about it, when people are so nice, even if they make a mistake, and they are trying so hard to make up for it and you can really see it, can you dislike them? No, you would sympathize with them. And you would trust them for their effort.

We tend to forget what we expect as a customer when we are providing service. So let’s go through what people want and make a fresh start.

1. Be sincere.

This is very essential. Show that you really care about your customers by listening to them and understanding them. Never be like “this person is too dumb to find information on my website”. You can think about it, but treat them nicely. And this is a good time to reflect yourself. Maybe it is a sign that your website is poorly organized.

I know you are busy and want to do other things as well. But show that you have time to talk to them. They will appreciate it

Your reputation of being a good and genuine agent may go around. People talk about good things when they receive good service. But be careful - bad reputation is much easier to spread, people love complaining.

2. Be accurate.

I will tell you my experience here, and I am sure that you have experienced something similar at least once.

I had to renew my mobile plan and I was told that I could get that specific plan for a certain price. They told me that they cannot do it until my current plan expires so they told me the date I should visit them again. So I did. And what happened?

First of all, they told me that the plan I heard does not exist. What? And whatever they suggested me was way more expensive. But I agreed to get my current plan BECAUSE of the plan I should have been able to buy!

Second of all, the girl who assisted me was not nice at all. She was like “what is this person talking about”. (and see, I am complaining about her attitude, like I said earlier)

Lastly, my plan did not expire that day. So I could not do anything that day. I visited a different branch, but still, time and day shouldn’t change from streets to streets!

I hated it. I just wasted my time going there. Maybe I misheard them but I don’t think so.

So, don’t be like this.

And this is not very related to my story, but If you don’t know the answers, just say you don’t know and you will ask a person who knows the issue, and you will get back to them. We (customers) don’t mind that as long as we get something we wanted in the end without so much effort.

Of course, the quick response is important as well. However, I would rather have accurate information with wait time, than an instant lie. You know why? It is because then I know that someone knows my issue and it will be solved in some time.

3. Do not send a customer to a wrong department.

This is another thing we hate.

I called a company. You know there is an automated message that tells you which number directs you to a certain department, so I pressed a number and was connected to an agent.

After discussing my issue, he said “I cannot help you, so I will connect you with someone who can help you”.

Having waited for a while to connect, another agent told me “this is a wrong department. I will send you to the right one”.

Ok, the next one gotta solve this problem, really.

The third one picked my call and said “alright, this cannot be solved here, you have to go to the actual store” and hung up immediately.

Oh, this is another thing:

4. Do not give up and walk away from your customer!

If you really can’t do your customers a favour, just apologize with some legit reasons after trying.  

Back to the story. I wish I was exaggerating about this experience. So finally I went to the store and you know what they told me?

“You could do this on the phone”. I quit.    

If you are an employer or a supervisor, please, please train your employees and try to let them all know the same information.

5. Be clear.

I have to say, that person who talked to me the other day used such good rhetoric to convince me. He really made me listen. But after talking to him, I felt like “wait, so what?”

He gave me little information, taking a long time. He was nice and all, but I just didn’t feel like my questions were asked entirely. So I had to ask him the same question many times to get him finally answer.

But in the end, I didn’t feel so bad. He was nice and trying to explain stuff in an enthusiastic way. So it didn’t make me decide to quit receiving service from this company.  

Do not treat your customers as just a customer. The word “customer” to me sounds a little cold. Your attitude influences their day, maybe not a day, but some time. It can make them either really disappointed or very happy.

Do not let them down by your support, it is not even the products you sell! But it’s so important to MAKE sales.

Always remember that your customers are humans. They have feelings, just like you.