Positive Customer Service Communication

Communication with customers is a cornerstone of every successful business. Every situation requires different actions, but you should always keep in mind that the thing you want to achieve is a satisfied customer.

You have several ways to make your customer more relaxed and pleased – by providing great return policy, offering discounts or free gifts with a purchase. However, one thing is clear – when you communicate with your customers politely and in a friendly way you will win their hearts. By words you can create a strong relationship with them, get their loyalty and make them come back.

Sometimes it is hard to think positively when your customers are negative from the beginning. However, they are still your customers and they might want to spend some money with you. Try to learn how to think positively.

There are some phrases that a positive communication doesn’t include.  Customer service often uses a phrase: “We can’t do that”. Is that really true? What about saying: “We can try to solve that problem”. The important thing is to try to think positively. Another phrase: “It is not available right now”. Your customer has chosen a product and he doesn’t want to hear that after all he can’t get it. Try to make the situation at least a little bit more optimistic. Rephrase the sentence and say: “This product will be available within 2 weeks, I’ll let you know as soon as the product gets here.”

Sometimes only using different sentences can help your customer feel more secure and happy. Try to learn it by checking your last emails. Rewrite all of your negative words (don’t, won’t, can’t). Listen to your customers– you will identify negative speech.

It may take a while for you to start communicating differently, but it is worth it. It has been proven that positive communication makes your customers more loyal and pleased. And remember – it is six times more expensive to get a new customer than to keep an existing one.

Karolína Alvaradová – creates a perfect return process at Retino