How To Speak To Customers – A Business English Guide
Category: Language Training | 2018-05-03
What would a business be without its customers? How a company treats its customers is perhaps the most important aspect of being successful. After all, treating customers well builds a good reputation, while treating them poorly can bring down even the most successful industry giant. This is why speak to customers well is a necessary skill to have in business.
Every time you speak to a customer, you are representing yourself, your company, and its brand. No pressure, though! Speaking to customers isn’t as difficult as it sounds.
Here are some handy tips to help you speak to customers so that they’ll keep coming back for more.
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1. Be Polite
This might sound like a no-brainer, but trust us; it’s worth pointing out. How many times have you called the cable or phone company and gotten someone completely rude on the other end of the line? Did it make you want to be their customer anymore? Probably not.
Being polite helps you form a good connection with your customer, and will encourage them to come back to your business again in the future.
2. Be Friendly
Being open, friendly, and warm will really make a lasting impression on your customers. Be as genuine as possible when communicating with them, as that will really come across and make an impression. People like knowing that they’re dealing with a real person who cares about their problems, so bring that across in the way you speak to them.
3. Speak Normally
Using company jargon might sound like a good idea, but it comes across as stilted sometimes. Instead of saying, “I apologize for the inconvenience,” why not just say, “I’m very sorry about that.” Or instead of, “Thank you for your patience,” why not, “Thanks for waiting”? Sometimes all people want to know is that they have someone real on the other end of the line, and speaking like you do in everyday life can help convey that.
4. Stay Positive
Some advice that has always stuck with me is, “it’s not what you say, it’s how you say it.” With that in mind, be aware of your word choice when you speak to customers. Try to stay positive, and avoid words like “but” and “actually” as they can be seen as talking down to someone. Think about turning negative phrases into positive phrases, and see how your customer service improves!
5. Do Your Research
If you’re going on a date with someone, you probably look them up online beforehand to find out more about them, right? So why not do the same with your customers?
Taking the time to research them and their business will help you gain a deeper understanding of their needs, and why they’re coming to you to help meet them. Then you’ll be able to help find better solutions for them, and they’ll be much happier with your service in the long run.
6. Don’t Be Afraid to Apologize
No one likes admitting when they’re wrong, but sometimes you just can’t avoid it. Admitting mistakes or apologizing for something is half the battle in customer service.
There’s nothing more frustrating when a company makes a mistake and won’t admit it. So, if this is the case, admit the mistake and apologize. We’re sure that your customer will appreciate this more than trying to cover up a mistake.
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Putting it All Together
The key to having good customer service is coming across as a human being who understands their issues and wants to help. If you are able to communicate this in the way you talk to your customers, we’re sure they’ll be loyal to your company for years to come.
What have you learned from talking to customers in the past? Any tips to share? Give us a shout in the comments below!
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About the Author
Erin Duffin
Erin Duffin is a writer, teacher, and yoga instructor. Her love of languages inspired her to move to Germany and to share language with others. You can find her work on the MacPherson Language Institute, Bespeaking, and erinduffinyoga.com.