We Still Love to Talk – Don’t Lose the Personal Aspect of Customer Care

Monday, June 13th, 2016

It’s so easy to rely on the new methods of communication, wanting to prove that your business is keeping with the times. However, don’t neglect the simplest and most preferred methods of linking to your customers in favour of the methods that might be more convenient.

Chatting over a cup of coffee

New technology is becoming more justifiable for small businesses as laptops, tablets, smartphones, software and online channels reduce in cost. There’s no doubt in the value these advances can bring to your business, and how the competent incorporation of them can boost your customer service, bringing you ever closer to your customers. Communication has never been easier but also it has never been more detached. Developers are pushing for more decreased involvement with time-saving being at the forefront – there’s even now chat bots able to engage with customer enquiries! By 2020 it’s predicted that 85% of all of a customers interaction with a business will be without interacting with a human (nanorep).

Research shows that the telephone is still the most used and the most preferred method of getting assistance. Although we’re becoming more accepting of automated systems, we still prefer to engage in a conversation with a human, you should be mindful not to neglect the personal aspect of customer service.

“Much of the customer service is provided by machines…The service provided by humans adds what people want out of human interaction: warmth and a little drama.” – Micah Solomon, Forbes

When your customers contact you needing assistance, the most important thing is to make them feel understood. There are steps you can take to build this personal aspect into your many customer service channels…

  • When sending out automated email replies, make the email conversational and the language friendly – just because it’s automated doesn’t mean it has to sound robotic.
  • Emphasise to your staff that they should be using a conversational style of communicating at all times when manning a live chat service or responding to emails.
  • You may have a bank of ‘stock’ responses, but be mindful of how these are incorporated into an email, or into a chat conversation.
  • It may sound simple, but remind your staff to smile when they are on the telephone, it’s amazing how well a smile can be transferred in the sound of your voice.

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