The bar for customer support has seen a rapid improvement in recent years. Customers no longer want to be just one name in a long list, they want to be involved in one-on-one interactions… they want personalized treatment at every point of time.
Hence, adding a personal touch to the way you interact with your customers goes a long way towards maintaining a high customer retention rate. Let’s discuss how you can add a personal touch to your customer interactions:
Respond ASAP, Don’t Wait for a Solution
The moment you receive a support request from your customer, make sure you respond to it acknowledging the request. If you don’t have a solution to it right away, mention that you’re working on it.
Be Natural & Friendly
Try to sound as natural & friendly as possible. If you do that, your customers will reflect the same way. Customers will also feel more comfortable to share their issues with you or to ask for help.
Stay Away from Templates
Make sure you’re sending a personalized response to every customer; because every situation & customer needs are different. Sending a pre-built template won’t always be a good idea.
Be Open to Repetition
Not everyone has the same mindset. Hence, always be prepared to explain the same thing to a customer again & again if required… and in different ways. Some people like documents, some like visual infographics, whereas some just like to talk one-on-one.
Never assume that your customer is tech-savvy or has no knowledge at all. Striking the right balance is key towards avoiding being arrogant or disrespectful.
Always be practical about what you can deliver to your customers & what you can’t. Defaulting on your overpromises will lead to high customer dissatisfaction. Nobody likes that.
It’s Always Your Fault
When a customer finds using your product confusing or is simply unable to use it at all, never shy away from apologizing in the first place. It’s never a customer’s fault! Apologize & ask for opinions on how to make things better.
What are your thoughts on this? Share your thoughts below on how else to make the customer interactions personal. I’d love to read them all