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5 Ways of Paying Attention to Customers Marketing Edition

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five-ways-of-paying-attention-to-customers-marketing-edition
30 Dec 2021
9 min read

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Connecting to customers entails more than simply hearing about their issues. It's not picking up the phone or answering the service desk's ringing bell. #ThinkWithNiche

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It's all about connecting with customers when you listen to them. It entails paying close attention to their requirements and determining how you may assist them in achieving their objectives.

The best customer service representatives are great listeners. They are continually in tune with the customer's emotions and may recall key details that were addressed previously in the case. It eliminates the need for clients to repeat information, which adds to the service experience's friction.

Here is the list of ways how we can make a customer feel special by attending them:

1. Allow the Customer to Speak for themselves

When you're talking, you can't listen to what the other person is saying. To properly listen, your representatives must remain silent until the customer has finished presenting their issue. Interrupting them, even if they already know the solution, makes your team appear impatient. Wait until the customer has finished speaking since you never know what facts they may have that could change the issue.

2. Maintain a Sense of Humanity and Patience

Working with a consumer who is unfamiliar with your product or service can be aggravating. They don't understand the fundamentals, they muddle the language, and you feel like you have to take their hand through every step of the troubleshooting process. These are the types of situations where salespeople can mentally tune out and overlook important details.

Reps must maintain their composure and be humble in these situations. Remember, they were once just as new to the product as you were, and they were probably just as puzzled when they had questions. Every question is important, therefore no matter how well the case is going, your team must regard each one equally.

3. Internet with Clients Through the Method they Prefer

The purpose of customer service is to make individuals feel more at ease when dealing with your company. Part of that involves communicating with clients through channels that they prefer. It necessitates a thorough awareness of your consumer base on the part of your team.

It is also a chance for customer support to work in tandem with business. Have your service managers evaluate your client personas and determine which channels they like to use.

If you're marketing to millennials, for example, you might discover that social media is their preferred method of contact. As a result, you may assign representatives to your social media accounts to answer client questions. By reaching them on a channel they currently use, you'll eliminate friction in the customer's experience.

4. Pay Attention to your Body Language

You might think that this tip is just applicable to in-person customer service, but the same methods can also be used for phone calls and online chats. Body language is a key indicator of whether or not you're paying attention to a consumer. If your representative's body language indicates that they are uninterested or not paying attention, you can bet they aren't paying attention to the consumer.

That applies to phone calls and conversations as well. Your body language can influence the engagement even if you're not directly addressing the customer. For example, if you sit up straight at your desk and keep a smile on your face during a call, you'll be more enthusiastic and positive.

5. Make Active Listening a Habit

Sales personnel utilize active listening as a communication strategy to close business. This manner of connecting with clients, on the other hand, is ideal for customer service.

The focus of active listening is on the customer's speech. Rather than rushing to find a solution, it encourages agents to focus solely on what the customer is saying and then repeat the problem back to them to ensure they thoroughly get the situation. It demonstrates to the consumer that your representative is committed to the case and has a thorough understanding of the issue.

Conclusion

It is important to make it a habit when it comes to attending the customers. Not only do the customers open up but they also make sure to interact and understand the products that you intend to sell.