3 Simple Ways to Connect With Any Customer

Customer Service Tip: Connecting with Customers

Every interaction with a customer is an opportunity to create a personal connection. Make your company memorable to customers with these super-simple steps!

Introduce yourself. Whether you’re chatting on the phone or meeting face to face, make an introduction the first part of your routine. This may seem obvious — of course you’re going to introduce yourself, right? But consider how a receptionist typically interacts with an office guest:

Guest: Hi, I’m here to see Anne. My name is Luke Davis.

Receptionist: Thank you, Luke! I’ll let Anne know you’re here. May I offer you coffee or water?

This exchange is, of course, perfectly pleasant, but the addition of a personal introduction makes it all the warmer:

Guest: Hi, I’m here to see Anne. My name is Luke Davis.

Receptionist: Thank you, Luke! I’m Tracy. It’s wonderful to meet you! I’ll let Anne know you’re here. May I offer you coffee or water?

Mirror or complement a customer’s tone. Friendly, talkative customers are a connection-maker’s dream — all it takes is a bit of chitchat to make a great impression! When a customer engages you in conversation, make the most of the opportunity and enjoy a little banter. Likewise, if a customer has a down-to-business tone, an upbeat yet concise communication style is ideal. When customers seem upset or have complaints, allow them plenty of room to vent. Listen carefully, reiterate the issue in your own words to show your understanding, and gently assure the customer you’ll do all you can to rectify the situation.

Use powerful words. Even a brief exchange with a customer can be impactful with the right word choice. Certainly, absolutely, and definitely are powerful synonyms for yes (and a they carry a lot more weight that okay or all right).

Thank you, you’re welcome, I’ll be happy to and I’d be delighted to are music to a customer’s ears. Positive phrases like these showcase your confidence in yourself and your company, as well as your dedication to a stellar customer experience. By making your words count, you let customers know you care!

Photo via Flickr user Ian Muttoo

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