There is certainly an art involved in communicating with customers online. With more and more people using the Internet to contact companies, it makes sense that this is an art form that you need to master. Online communication involves a different skill-set to speaking to customers in a face-to-face setting. Check out these few tips that can help you in your effort to better communicate with your clients.
Watch Your MannersYour first area of responsibility is to speak to customers in a cordial and polite way. This means addressing them by name, and using all the appropriate greeting language such as ‘good morning’, ‘what can I do for you?’, ‘it was nice speaking to you’ etc. While it may seem like this is something that customers don’t really notice, they may well pick up on it if you fail to use all the appropriate greetings. Keep yourself in check and always remember that the other person is a human being.
Avoid Using JargonDon’t automatically slip into using jargon with your customers when simple language will do the job. Of course, you can be more flexible with this rule if you clearly find that your client is knowledgeable in the subject area. Remember, you are there to solve your customers’ issues quickly and efficiently. Not only can too much jargon come across in a condescending way, but it can also hold up the customer query and make it take longer than was strictly necessary.
Having a system that allows you to keep in touch can be important too. Having a customer relationship management software (CRM) can make a huge difference when it comes to communication. What is a CRM? It’s a program that provides better communication and allows clients to ask questions too.