Eclatmax | Professional Development Solutions

Slide 1
Escalate To Accelerate Your Success
Slide 2
Learn To Surf The Highs And Duck The Lows
Slide 3
Focused And Tailored
Slide 4
International Pedagogy
Slide 5
Learn To Breach
The Toplines
Slide 6
Get Keyed
To Lead
Customised Training, Coaching & Consulting
For Corporates & Individuals

Slide 1
Escalate To Accelerate Your Success
Slide 2
Learn To Surf The Highs And Duck The Lows
Slide 3
Focused And Tailored
Slide 4
International Pedagogy
Slide 5
Learn To Breach
The Toplines
Slide 6
Get Keyed
To Lead

Customised Training, Coaching & Consulting
For Corporates & Individuals
Éclat
Thoughts
The Role of Communication in Customer Service and Retention

Communication plays a major role when it comes to customer service and it directly impacts customer retention.Its an art to learn how to communicate to clients,customers and partners.

1.What can effective communication do? 

  • Builds Trust :

When customer queries or problems are solved through effective communication,customers and clients continue to be loyal to your brand and become repeat customers.

  • Customer experience:

When a customer feels valued,their positive experience will create a comfort with your brand.So the customer will continue to buy from you or the client will continue to work with you.

  • Brand Reputation: 

Customers who are satisfied with your service or your products and who feel that you communicate with them in a respectful way will spread positive reviews about your brand.This word of mouth marketing can get you more opportunities to expand your business.

  • Understanding the customers: 

A good communication helps you understand your customers well and make fine adjustments so that your customers are satisfied and purchase more.

2.How to improve communication with the customers?

  • Be transparent and open: Transparent and open communication can build authenticity. A clear and concise communication can avoid misunderstanding and chaos.
  • Responsive communication: Answering customer queries and feedback quickly can help in customer satisfaction.
  • Be empathetic:

 Listening actively to the customers and understanding them can help your brand improve communication.

  • Consistency: 

Being consistent in providing customer support is very important as customers are impressed when their problems are solved easily by a brand.

  • Show appreciation: Sending festive wishes, sending thank you through personalized Emails and giving special offers and gifts to valued customers can strengthen the communication and relationship between the brand and the customers.

3.Impact of communication on customer satisfaction:

  • Personalized Communication: Many times the personalized messages that customers receive from brands surprises them.They create a bond with their favorite brands and become loyal in the course of time.
  • Consistent and timely communication: A customer who has bought your product and is dissatisfied will be frustrated if there is no proper response from your brand.Instead if you respond swiftly and persuade the dissatisfied customer with a replacement or refund then the chances that they stay with the brand is higher.
  • Transparent communication: Accepting negative comments and trying to fix it so that the customer feels valued is important.The tendency to accept mistakes and try to fix it rather than denying is important for improving the credibility of the brand.

4.Communication for customer retention:

  • Omnichannel Communication Strategy: You need to communicate with your customers on omni channel to test which channel is best for communication and which brings you more customers.
  • Channels like Email,SMS,social media and live chat can be utilized to answer customer queries,address their problems and get their feedback.
  • Self service options: Self service options mostly answer any queries or objections that may arise in the minds of the people.This can be easily communicated to them through FAQ to ensure customer retention.
  • Proactive Communication: Reaching out to customers before they ask such as new updates,offers,problems and solutions can help a brand retain its customers.

5.Training Your Customer Service Team For Better Communication

Importance of soft skills training: A professional soft skills training on communication management ,conflict resolution and emotional intelligence is required to handle customers.

An organization with a high performing customer service team is important.This team is engaging directly with the customers and any inefficiency would directly impact the sales and revenue of the brand.

Consistent learning: 

Emerging trends cause a change in the expectations of the customers.The customer service team should ensure continuous learning to communicate effectively to the queries of the customers.

Role of Manager in Communication Training: 

The manager of the organization should organize communication training regularly for the customer service team so that they update themselves on how to use new tools and how to handle tough customers and how to resolve conflicts and enhance their negotiation skills so that the customers continue being associated with the brand.

6.Building Long Term Communication With Customers Through Communication:

Follow up communication:

 Most brands or organizations who provide one time service or sell a certain product do not contact their customers .Instead you could send email or call to ask their feedback and provide a post service follow up to give a positive feeling to the customer and upsell products or convert them into repeat customer.Sometimes this can lead to free marketing where your happy customers recommend your product or service to a friend giving your brand more opportunities.

Long Term Relationship: Sometimes good communication can help you retain customers for long term. Although your competitors are better than your brand,if your communication and customer service satisfies a customer ,they will not switch to your competitor although they have a better USP. Just by having a good communication skill you can retain your customer for long.

Feedback Loop: 

Collecting feedback regularly from your customers gives them authority over your brand.They give feedback and suggestions in a way to improve your brand or business.They feel responsible for the growth of the brand.This makes them loyal and builds trust towards your brand.

7.The Role of Digital Communication In Modern Customer Service:

AI and Chatbots: 

With the advent of Ai ,see how Ai and chatbots can help your business.Chatbots helps to respond quickly to client queries so that the customer or client does not feel left out.

Social media communication:

 Social media platforms can be utilized to engage directly with the customers.This helps us to reach more closer to them.New updates,offers,Give away contests can be communicated easily and bring them close to your brand.

Emails and SMS: 

These two channels can be utilized for post service.This could keep the customer always in touch with the brand and let them know about new launches,feedbacks,surveys etc.

8.Overcoming Communication barriers:

Language barriers: Some customers may not understand your language so answering their queries can be difficult.Using translation apps can be helpful at times.Communicating in a way they will understand can retain customers.

Technical barriers: Using too much jargon in your communication can lead to misunderstanding. Ensure Communication to customers is clear ,concise and simple.

Emotional Barriers: Learning to handle frustrated customers and knowing how to communicate to them is important to retain customers. In this case the customer service team may have to calm down the customer and bring them back to normal.When things are communicated in a state of commotion it will not reach the customer in a positive way.

Documentation: 

While pitching a client or while selling a product to a customer,it is important to communicate everything openly and document it to avoid future chaos.Transparency in communication and documentation is important for the growth of a business in the long run.

Conclusion:

Communication plays an important role for customer satisfaction and retention.It also helps to acquire new customers.

Every organization should invest in Training Programs that will enhance the communication of its employees to avoid conflicts within the team and to use communication as a strategy to stay close to the customers and handle dissatisfaction and negative feedback of the customer.

At Eclatmax, we provide effective Communication management Training.This training empowers the individuals to enhance their verbal and non verbal communication to make impactful conversations.

Do you want to improve your communication strategies to build customer loyalty and retain them?

Contact Us to know More!

Leave a Comment

Your email address will not be published. Required fields are marked *

Scroll to Top