How to Speak Your Customer‰Ûªs Language

Your customers are the lifeblood of your business, but how can you make sure you’re keeping them happy if you can’t communicate with them the way they expect you to? Customers have a language of their own, that is, they speak to each other in a different way than they may speak to you. How can you make them see that you really do understand their needs and wants as much as their fellow customers do? Learn to speak their language. Here’s how your customer service employees can learn to communicate more effectively with your customers to keep them happier and more loyal.

Listen

First and foremost, you can’t speak the language unless you understand it. That means listening to what your customers are really trying to tell you. When they call your call centre with a problem, don’t try to offer a solution until you are really certain that you know what the problem is. A customer may say that they’re angry about being kept waiting when they call for assistance with a problem, but they may really be angry about the perceived lack of care they’re receiving. Listening allows you to ‰Û÷read between the lines’ to better understand what your customer is trying to tell you.

Don’t use jargon or industry lingo

Unless you’re dealing with customers who know your industry as well as you, using jargon or lingo is going to make them feel isolated. They may feel that you are talking down to them, rather than trying to help them with their concerns. Call centre staff should be trained to speak plainly and skip the industry lingo when dealing with customers. Speak to the customer on their level, not on yours.

Use a translator

In some cases, your customers may actually be speaking a completely different language than you. In these cases, you should make the effort to understand your customer by employing the use of translation services to help the customer. Language barriers shouldn’t be an issue in today’s globalized communities. Just because you don’t speak your customer’s language, it doesn’t mean you can’t still get them the help they deserve.

Contact Answer 365 for more information on how you can provide better service to your customers.