In the digital age, “sincerity” makes all the difference when it comes to customer service. However, unlike face-to-face meetings, it is not easy to show sincerity when conversing through phone conversations, social media, bulletin boards or emails. Also, true sincerity should not be overdone or sound pretentious. So then, how can you effectively communicate sincerity to customers online? In the digital age, it’s critical to know how to communicate this important emotion.
“Sincerity” that touches customers’ hearts
What do you have to do in order to communicate sincerity to your customers? Before you think about ways to communicate, you must first think about the kind of sincerity your customers want. To do this, you must first properly understand your customers’ needs. Customers who complain about a certain service want the problem, or the inconvenience they experienced, to be resolved. In fact, they want their problem to be resolved as accurately and quickly as possible. So, the very first thing you need to do to convey your sincerity is find ways to solve your customer’s issue and accurately guide them through the problem-solving process.
Once you have found an accurate way to solve your customer’s problem, your next step is finding a way to express your sincerity through the use of a friendly response. Even if you are communicating through non-face-to-face means such as through the telephone, 1:1 messaging, or email, you must listen carefully and empathize with your customers. If your customers need to go through a complicated process to resolve a problem, you must explain the process in detail using appropriate language and phrases. Greeting your customers warmly also positively impacts their mood. When the customer senses sincere kindness in the problem-solving process, it is also easier to communicate your sincerity.
However, unconditional kindness can also prove to be an obstacle to communication. Your sincerity can only be conveyed if you keep in mind that your customers’ satisfaction ultimately lies in doing your best to serve them and solve their problems.
“Attitude” is even more important in the non-face-to-face era
Although we are now living and working in the non-face-to-face era, there are limitations to the customer service that can be provided over the phone or through text messages. Nonverbal actions used to express kindness in face-to-face communications are either not possible, or easily misunderstood, in non-face-to-face communications. Given this background, following up on your customer service is more important when you are communicating non-face-to-face. When you provide a service that exceeds your customers’ expectations, it can strengthen customer satisfaction and build loyalty.
The restrictive nature of non-face-to-face communication actually lowers customer expectations, so giving your customers even a little extra attention can greatly add to their satisfaction. After providing customer care, follow up with your customers to check whether your services or products are working properly or if your customers have any additional concerns. You can even provide a small benefit to customers who have expressed their dissatisfaction with a product or service. You must be willing to do your best for your customer, even if you are unable to communicate in person Do not simply end your customer care with problem-solving, but also offer thorough, follow-up care. Customers who receive excellent follow-up care will experience even greater satisfaction because they are receiving better services than they expected.
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