In the doing of business and indeed in all other aspect of life, having good human relationship and communication skill is highly important. The manner you talk to your customers determines whether you will win them over or not. Sometimes, a customer may not be satisfied with the product he or she receives from your business or the services you rendered. The person reacts angrily. The manner you talk to the person can make him or her to calm down. If you don't have good communication skills, you will get the person pissed off. Most customers will not come back after a bad experience with a business. But some come back if they are treated nicely. Below are some tips you should apply when talking to a customer.
Mind the language you use
The language you use when talking to your customers say a lot about you. Soft words and words to portray you as a friend are to be used. For example, you can welcome a client by using the word hello, hi and the likes. Also try to be welcome and ask after their well-being. After initial greeting for example, you can offer him a seat. But the way you did that also matters. Some body can simply tell a customer to sit down while another can make a difference by pointing at the seat and saying "please have a seat." Such words as how can I help, nice to meet, thank you, goodbye and the likes are some of the acceptable words to use when talking to a client. You should also use such a words when you are replying an email or answering a phone call from a client. Using soft language is highly important even if you are not happy with the customer's reaction. This is because satisfied customers can help even when you don't request of to promote your business among other consumers. But disgruntled customers can also soil the good image of your business among other consumers. Definitely, you will not be there to defend yourself.
Be simple in communication
One thing you should understand is that your customers are of different academic background and intelligence. Some may have high academic background while others are not. So, when you are talking to them, you should take that into consideration. Your dealings with your client is not an opportunity for to show your academic prowess. So, you should be simple in your language and use words that ordinary people will understand.
Accept and apologize for your mistakes
In the course of your dealing with your customers, you may make one mistakes or the other. No matter is perfect or beyond mistakes. But courtesy or professionalism demands that you accept your mistakes and apologize for them. There is the tendency for some people to rationalize over the mistakes rather than accepting and apologizing for them. Most people do not like people do not take responsibility of their action. They see such people are unreliable and dishonest.
Be positive in your response
You should give your customers hope when talking with them. It is not good to sound negative in your reply. For example, if a client wants to find out how soon you will introduce a particular product that you have not even started planning on introducing, in your reply, you should not make the client lose hope completely. Rather you should reply in such a way that you will give the client a high hope.
Anticipate your customers' needs and proffer solutions
When answering your customers, you should try to anticipate their needs and proffer solution to them. In this way, they will see you as a professional in your area.
Keep the conversation going by asking questions
You should try to keep the conversation going until the client problems are solved. One of the ways of keeping the conversation going is by asking questions. For example, after answering a client, you can end with a question like did that answer your question? Is there any other thing I can help you with?
The above are some of the tips to apply when talking with a customer either physically, over the phone or through emails.