People who inquire about your products or services online are already interested in what you offer. Now, the ball’s in your court. How are you going to retain this customer and make a sale? We’ll let you in on a little secret. It’s all about how you communicate and present your services. In a competitive business environment, great customer service is golden. It’s how you can retain customers and how you can create mind-blowing sales. Now, let’s take a look at those inquiries, and here’s what you can do.
Be prompt and consistent.
Nobody likes waiting for long periods of time and people who inquire expect prompt responses. We are, after all, living in a fast-growing society where people are always on the go. It’s not always said, but being able to give your customers a timely response is always very much appreciated.
Nevertheless, this is only the tip of the iceberg. You can’t be prompt with only one customer. Let’s just say you’ll be talking to a lot of different people, all with unique personalities. Sealing the deal is committing to being able to deliver the same quality of customer service no matter what. Before you know it, you’ll be counting sales more than your fingers can hold. Answer all inquiries and be sure to not miss out a potential partnership!
Present and explain your products or services.
Address your customer’s inquiries or concerns directly. Don’t beat around the bush it’s better to stay on the topic than giving your customers other responses that are not related to their inquiry. It’s ideal that you present your products or services in a comprehensive manner. This way, they’ll have a full spectrum of what they are purchasing or availing. Don’t miss out on anything. This is that part where you’ll be able to boast about your company’s products and how they will benefit them.
First of all, don’t panic and remember those customer complaints are normal. When owning a business, it’s almost impossible not to encounter them. One important thing to keep in mind though is to never let your emotions get the best of you. No matter how heated your customer is, always talk to them in a calm and steady manner.
Most people who are complaining are only looking for solutions, and that is what you must give them. If you don’t have one, at least let them know that you are working on it. There are two ways on how you can view customer complaints. You can either view them as a negative impact on your business, or an opportunity to exemplify great customer service.
Use the appropriate tone.
Words are powerful and when you’re communicating on an online platform, there will be nothing but words to transcend your message across. Therefore, careful construction of a message is a must. Without your actual voice to assist your message, this could easily be led to misinterpretation.
The safest way to talk to your customers online is to use a friendly yet professional tone. It also helps if you take note of the current situation. If your customer is having a complaint, make your tone more urgent and attentive. If he or she is please with your product or service, then it’s safe to use a more comely tone.
Express genuine interest.
Yes, it can get tiresome talking to a lot of people, but showing great interest in your customer’s complaints and problems can make them feel cared for. Nothing kills an inquiry than a dismissive reply.
That’s how you deal with your potential clientele! Inquiries aren’t as scary as they seem. They actually reflect interest! With that said, you should increase your reach through engaging your audience in your blog posts and social media accounts.