The importance of good communication with our clients
In every business, a sales phase ends when it's closed, always trying to achieve the highest number of sales, but what happens after closing a successful sale?
We must keep in mind that all of this is part of an after-sales strategy, which is the next phase after closing a sale. This process our sales executives carry out to ensure our customers don't abandon our service is what we know as loyalty.
We must encourage our customers to continue purchasing more of our products or services, instead of spending so much effort trying to acquire new leads. By creating good after-sales strategies, you'll have allies in your business, and they'll bring in more customers through word-of-mouth recommendations.
How to make our customers fall in love?
It's 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. This process can be done before and after a sale.
We can communicate with our customers after a sale through various channels—website, chat, email, and phone calls—so you can learn about their needs, listen to their complaints, or understand their current situation.
It is important to analyze your clients, evaluate what they really call their
attention so that your communication is effective.
Assertive Communication with your clients
To maintain assertive communication, we must be direct and forceful with the message we deliver and cooperate with the customer to generate the sale.
Listen or pay attention
To make the client feel like they're the main focus of attention and maintain a good conversation, it's necessary to listen to every detail, allow them to talk more so the conversation flows, and take notes.
Role Exchange
The customer should always come first. We never know their position or job title, and you could be talking to a manager or executive. That's why the way you approach them professionally is important.
Handle the same “language” as the client
By this, we mean taking into account the type of business and the words or terms that can be used within it. You don't necessarily need to be bilingual or know another language, although it's also important when communicating with a company located in another part of the world.
Be trained and ready
We can't control the mood or mood in which the client contacted us that day. They may wake up feeling good and thank you for your attention, or they may be upset and an awkward situation may arise. That's why you always need to be very patient, have a good attitude, and handle everything professionally.
How should communication with your clients be?
We'll mention some ways to provide customer service so you can keep them in mind when communicating with your customers:
Agile and assertive
The frequency with which you respond to or communicate with customers is important to ensuring a successful sale or repeat customer engagement.
Consistent over time
The agent or salesperson who had their first conversation with the customer should remember their conversation history or the first request so that the customer doesn't get bored repeating the same information. Having an organized database and requesting their name, ID number, or some other field to view the previous conversation is enough for your agents to respond efficiently. They can do this with the help of platforms like iKono Chat, iKono Call Center or iKono PBX to view the call and chat report.
Omnichannel
Excellent customer service must be provided across multiple channels to reach a broader audience. There are several modern channels, such as WhatsApp, Facebook, Instagram, Twitter, and phone calls, emails, or video calls.
Scalable
Our staff must be properly trained and continually in training to maintain standards and provide a professional service.
Active listening
Active listening is about paying attention to everything the client says, not just hearing or listening, and retaining as much information as possible so that the client doesn't have to constantly repeat what they said.
Body language
Good body language is essential in both in-person meetings and video calls with clients; it's just as valuable as speaking over chat or calls.
Emotional intelligence
Agents need to put themselves in the customers' shoes, be empathetic, listen, and understand their problems without mentioning their personal issues to the users, simply seeking solutions.
When companies begin to take these strategies into account, their sales gradually increase, and customers end up satisfied with the product or service they have purchased.
Fountain: Data CRM
#We invite you to read our blog post "How to improve our customer service with chatbots?"»
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