If you don’t meet your customers’ expectations, they will go to your competitors.
If that sounds harsh, well, it is. People want to buy from companies that provide a product or service that is effective for them and that make it easy to get help when needed. They also want to support companies whose culture and philosophy they are proud of.
Although you may be aware that the customer experience does not end after a sale is completed, you may not know that companies should continuously strive to improve and update their methods. Our suggestions for how you can make your customers love interacting with your business are: 1.Make it easy for customers to find the information they need 2. rapidly respond to customer inquiries and concerns 3. give customers personalized attention 4. make sure your employees are knowledgeable and friendly 5. create a customer-friendly return policy 6. show your appreciation for your customers’ business.
This is when people communicate and engage with businesses. Moments like these happen throughout the customer journey, often in relation to marketing campaigns, sales promotions, and service-related issues.
There are many reasons customers interact with businesses, and they use many different channels to do so. The general examples shown in the image below can be applied to most customer experiences.
There are three primary ways businesses attract customers: through marketing, sales, and customer service. There is no one reason that is more important than another for customers to have different needs, goals, and expectations from your brand. There are countless opportunities for your business to succeed by acquiring, converting, and impressing your customers.
Let’s take a look at some examples of how customers interact with businesses, organized by marketing, sales, and customer service.
Examples of Customer Interactions
Customer Interactions in Marketing
- A customer sees an advertisement for your brand on social media and comments on it.
- A customer sees store signage that details features of a specific product or service.
- A customer signs up for your email newsletter to receive weekly updates and promotions.
- A customer goes to one of your company events.
Customer Interactions in Sales
- A customer calls your support line and asks to speak with a sales representative.
- A customer is surfing your website and decides to open a live chat conversation with a sales representative.
- A customer receives an email from your sales team and schedules a meeting.
- A sales representative calls a customer to see how they are liking their new product or service.
- A sales representative emails a customer to follow up on a conversation that had earlier.
Customer Interactions in Customer Service
- A customer calls a support line to get help with a product or service.
- A customer has a question about a product, service, or marketing promotion, and reaches out to your brand on social media.
- A customer who’s upset with their customer experience writes a negative review of your brand.
- A customer success manager reaches out to a customer who’s showing signs of churn.
- Across these functions of business, these various interactions are tracked in a single repository known as customer interaction management (CIM) software.
Customer Interaction Management (CIM)
This software is used to manage interactions between an organization and its customers, as well as record them. This software tracks all historical data from customers through a multitude of digital and in-person channels from the beginning of a buyer’s journey to its completion.
Customers interact with your business in many different ways, and CIM software can help you manage this communication across many of the following channels:
- Live Chat
- Social Media
- Live Video
- Snail Mail
We want to track this data so that we can have a better understanding of our customers and their interactions with our company. This data can help us to improve our customer service, and to make sure that we are meeting the needs of our customers.
Why is customer interaction important?
Interactions with customers provide businesses with the data necessary to improve customer satisfaction.
If a business does not look at customer interaction data, it could be losing customers without knowing why. The data can be used to improve communication, identify issues that cause customers to leave, or reveal other bad practices.
If you want to improve your customer’s experience, take a look at how they interact with your business and make changes accordingly. The more enjoyable the customer’s interactions with your business are, the more likely the customer is to remain loyal to your business.
There are some handy tips that can help you to make every customer interaction memorable.
How to Improve Customer Interaction Management
If you want to give your support team a crash course in amazing customer service, here are our best tips.
Show Empathy and Gratitude
Are you familiar with the golden rule? “Treat others as you want to be treated.”
The customer service golden rule should be “Treat customers the way you would want to be treated as a customer.”
It can’t be stressed enough how important it is to be empathetic when working with customers. We’ve talked about this a few times before, and it’s definitely worth repeating.
Making sure that your interactions with customers demonstrates that you understand and feel empathy for their struggles, as well as being grateful for their loyalty, can go a long way. Here are some ways to do that:
- Thank your customers — for everything. Thank them for their patience if your company experiences an outage or disruption in service. Thank them for understanding if you or your company makes an error. Thank them for their loyalty when they renew or buy again. Thank them for taking the time to share their feedback, whether it’s good or bad.
- Be empathic in your responses to customer complaints and issues. Say “I’m sorry” for whatever the issue is impacting in their day-to-day. The issue could be losing them time or money, or just causing a tremendous headache. You don’t always know what’s going on in your customers’ daily lives, so err on the side of apologetic if they come to you with an issue — great or small.
People are more likely to keep spending and being loyal if they have had good experiences with your company in the past. End each interaction with a positive and gracious sign-off to make your customers feel good about working with you.
Know Your Customers
The most important thing you can do for your business is to know your customers, why they chose your product, and what they love or hate about your company. This knowledge is invaluable and will help you to improve your business and better serve your customers. Your customer support team can use helpdesk software to easily record, analyze, and interpret customer conversations. Now, your customers can have a more personalized and intimate discussion with your support team whenever they need to.
Ask Your Customer Questions for Better Clarity
It is important to make sure that you understand what your customers are trying to communicate to you. This way, you can better help them and provide them with the service or product they need. It’s important to be clear when communicating with others to ensure they understand what you’re trying to say. You don’t want to give your customers the impression that they are getting a 25% discount when they are actually getting 25% more product. Ask customers if they understand what you’re saying.
Make Collecting Customer Feedback Easy
If you want to improve your customer service and grow your business, you need to learn about the positive, negative, and neutral experiences your customers have had. Even though you might have planned for every customer issue as part of your customer service experience strategy, you may have difficulty putting it into practice. Your customer support agents should create multiple opportunities for customers to provide feedback throughout their journey.
Imbibe the Right Customer Service Skills
You know the old saying “the customer’s always right”. The best customer service representatives are those who have received training based on the philosophy that they should be able to accept blame or negative feedback from customers without getting defensive. They are good at dealing with unreasonable customers in a way that shows they understand and care. Delivering exceptional customer service should be your primary goal. If a customer is being unreasonable, tell them that you are doing your best.
Use the CARP Method
If customer service teams want to be successful, they need to be consistent with the way they communicate and the processes they follow. A great way to do both is to use the CARP method:
- Control the situation
- Acknowledge the dilemma
- Refocus the conversation
- Problem-solving agents ensure happy customers
Customer Service is a Continuous Learning Process
Every customer is special and every customer encounter is different. A customer service rep should be able to sense the customer’s mood, offer a workaround to new challenges, and be willing to keep learning and upskilling.
Your Work Ethic=Good Customer Service for All
A good customer service representative will make sure the customer’s problem is solved before ending the conversation. A customer service agent is responsible for all customers. They can’t spend a lot of time on one customer while others are waiting to have their concerns addressed. A customer service representative needs to maintain focus in order to establish the appropriate balance and ensure all customers are satisfied.
Use Customer Service Templates
Keep your standards high and your response times low. You don’t need to keep coming up with new answers to basic and common questions. To make your life easier and respond to inquiries like a pro, build scalable templates.
Choose The Right Tools
The right help desk software will allow you to integrate with multiple tools and provide a connection between your customer service team and your customers. Open and flexible help desk software allows your customer service reps to engage with your customers across a platform of their choice and easily collaborate across teams to resolve customer issues in no time.
When you are communicating with your customers, it is important to come across as friendly, casual, and personable. Don’t make your customers feel like they’re just a number on your list by using a formal tone with them. We have noticed that many companies have customer service teams that have a very formal way of speaking and it seems as if you’re interacting with a programmed robot. Please don’t be a robot nobleman. Have a real conversation with your customers.
Practice Active Listening
Proactive customer service means taking initiative to help customers without them having to ask, while active listening means giving customers your full attention and really hearing what they have to say. Together, these two things create a positive customer experience. When you use active listening, your customers feel heard. Your support agents need to ensure that your customers understand them by clarifying and rephrasing what they say. This will help build trust between the customer and support agent. Here’s a way they can appease angry customers. They can show empathy by understanding how the other person is feeling and saying something like, “I’m sorry, I can see why you’re upset” or “That is a problem, and I understand what you’re saying.” The gesture makes the customer feel appreciated for sharing their feedback.
Practice Clear Communication
Your customers’ communication preferences are integral to your business. How you communicate with your customers affects how they perceive your brand. Using positive language, speaking coherently, and having a positive tone will create a better customer experience. Your customer support reps need to be careful with their interactions. Be careful of the way you speak to others, making sure not to use words that could be seen as aggressive or offensive. It’s also important to avoid using slang or industry-specific language that not everyone will understand. Make sure your customers understand what you’re saying by keeping your communication simple.
Use Positive Language
” This is an example of how to rephrase negative language: “Let me see what I can do to get you an upgrade sooner.” Our service is unavailable at the moment. Would you like me to notify you when it’s out?” The example shows how you can use positive language when you are in customer support setting. It also shows how important it is to be proactive and let the customer know what is happening. I can place an order for you now and upgrade your account as soon as it’s released. Should you find yourself in a situation where a customer is unhappy with the service they received, it is important to stay calm and collected. Always use positive language, and be sure to end the conversation after your customer feels satisfied.
Don’t Be Afraid to Say “I Don’t Know”
Your customers need to be able to rely on your support team for honest and open communication. Your team members need to be knowledgeable about your product and stay up-to-date on updates so that your customer support agents can provide proactive support that meets customer expectations. The support team should know who to ask for help when they don’t have the answer. There might be times when your support agent doesn’t have an answer for your question. It is acceptable to tell your customers that you do not know the answer to their question, but you should let them know that you will find out and get back to them. Customers will be happy with your honesty and your attempts to find the right solution.
THE PROBLEM: YOUR BUSINESS ISN’T GROWING AS FAST AS IT SHOULD!
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