The importance of good communication with our client

In every business, a sales stage is completed by closing it, always trying to have the greatest number of sales, but what happens after closing a sale that was successful?

We have to keep in mind that all this is part of a strategy in after-sales, which It is the next phase after closing a sale, that process that our commercial executives carry out so that our customers do not abandon the service is what we know as loyalty.

We must allow our clients to follow making more purchases of our products or services, instead of putting so much effort into getting new leads. By creating good after-sales strategies you will have allies in your business and they will bring more customers with word-of-mouth recommendations.

• How to make our clients fall in love?
  

It is ideal for our clients to receive both virtual and in-person training or to be able to send them valuable information via email to strengthen the relationship. You can do this process before and after a sale.

We can communicate to our clients after a sale through different channels, website, chat, email, phone call, so you can know their needs, listen to their complaints or understand the situation they are going through.

It is important to analyze your clients, evaluate what really draws their attention so that your communication is effective.

• Assertive Communication with your clients

To maintain assertive communication we have to be direct and forceful with the message we give them and cooperate with the client to generate the sale.

• Listen or pay attention
  

In order for the client to feel that they are the main center of attention and to have a good conversation, it is necessary to listen to every detail, allow them to talk more so that the conversation is fluid, and take notes.

• Role Exchange

The client should always come first, we never know what the client's position or position is and you may be talking to the manager or a director. That is why the way you address them professionally is important.

• Handle the same “language” of the client
  

By this we mean taking into account the type of business, the words or terms that can be used in it, you do not necessarily have to be bilingual or know another language, although it is also important in case of communicating with a company that is located in another part of the world.

• Be trained and ready

We cannot control the mood or mood with which the client communicated that day, they may wake up well and thank you for your attention or be upset and some uncomfortable situation may arise, so you always have to be very patient, have a good attitude and handle everything. professionally.

• How should communication with your clients be?
  

We will mention some forms of attention so that you can keep them in mind when communicating with your clients:

• Agile and assertive

How often you respond to or communicate with customers is important to ensure a successful sale or return customer.

• Consistent over time

The agent or salesperson who had their first conversation with the client should keep in mind their conversation history or remember the first request so that the client does not wear himself out repeating the same information. Having our database organized and requesting their name, ID or some other field to be able to view the past conversation is enough for your agents to respond efficiently. They can do this with the help of platforms such as iKono Chat, iKono Call Center either iKono PBX to see the call and chat report.

• Omnichannel

You must be guaranteed excellent customer service from multiple channels to reach a larger audience. There are several modern channels such as Whatsapp, Facebook, Instagram, Twitter or phone calls, emails or video calls.

• Scalable

Our staff must be properly trained and must be training continually to continue to maintain standards and provide a professional service.

• Active listening:

Active listening is about paying attention to everything the client says, not just hear or listen, and retain as much information as possible so that the user does not have to constantly repeat what they indicated.

• Body language

It is essential to manage good body language both in face-to-face meetings and on video calls with clients, it is just as valuable as speaking via chat or on calls.

• Emotional intelligence:

 Agents have to put themselves in the customers' shoes, be empathetic, listen and understand their problems without mentioning their personal problems to users, only looking for solutions.

When companies begin to take these strategies into account, their sales increase progressively and customers end up satisfied with the purchase of the product or service they have purchased.