The conversations you have with your customers are now more important than ever. But, are you delivering the right message? Here’s a few tips to ensure you’re doing just that.
In a sea of emails and requests, it’s often the tiny details that end up being important. With so much that’s automated, you need to make sure that your customer understands you’re a person they can trust, and not a robot.
Always add the name of the person you’re responding to in the beginning of every email. That’s simple but also extremely powerful. Remember that a person’s name is to that person the sweetest and most important sound in any language”.
And you should do the same for yourself. Sign with your name and add a little personal touch. For example, adding your own photo to the email signature not only increases conversion but, it also builds trust.
Remember, it’s a conversation, not as a transaction.
Bad news first
I don’t know about you but, when I get to choose between good or bad news first, I always go for bad first. I guess that looking on the bright side of life makes me feel better.
And that’s exactly what this study from researchers at UC-Riverside found out. People who were given the bad news first were more likely to feel better about what they were told, while people who were given the bad news last were more motivated to act on the news.
However, we all know that’s not always the case in customer support. For example, if you have bad news to tell like “we no longer have that product,” you may want to do that first, but if you do have the product but you can only deliver in two weeks time, you may want to give the good news first.
Meet the expectations
In the end, what truly matters is for you to solve your customers’ problems and meet their expectations. We’re living in a fast-paced world where people are increasingly impatient and demanding, and when you’re talking about customer support that is even more so.
To help your customers know what to expect keep them posted or let them know exactly when they should expect to hear from you.