Communication is a key component of customer service. Customers rely on it to resolve their issues and get the help they need. The more you communicate with your customers, the better you understand their needs and expectations. But sometimes, communication can break down even if you’re trying your best.
Here are some common communication problems with customers and how to fix them:
1. The customer doesn’t understand what you’re saying
If your customer doesn’t understand what you’re saying to them, try using simpler words or phrases. If that doesn’t work, try rephrasing the problem in a different way—maybe it’s easier for them to understand by telling them what they need to do instead of explaining why it’s important.
2. The customer doesn’t know how to respond
Sometimes people are unsure of themselves to give an answer when asked a question by someone else. This is especially true if they don’t know who they’re talking with. If this happens with your customer, try asking open-ended questions like “How would you like us to address this problem?” or “What would be the best way for us to resolve this issue?” so that they have time to think about how they want things handled before responding. This gives both parties time to figure out the best solution for everyone involved.
3. Not asking questions at all
This is by far one of the most common reasons people don’t ask questions—they assume they know what is going on. But as you have learned from this article, assumptions can lead to some bad outcomes when it comes to customer service. So, if you are unsure of something that’s happening with your customer, try asking them how they would like things handled rather than assuming you have got everything figured out already.
4. Asking questions with an accusatory tone
This is a big one! If you’re going to ask a customer any kind of question, make sure that it’s not coming off as accusatory. The last thing you want to do is tell them how they should feel about something or accuse them of being wrong for doing something.
5. Take advantage of a dedicated customer communication software
A dedicated software to communicate with your customers can be a game changer. Emailgistics is a great way to help you improve your customer service and stay on top of any issues that may arise. It can help you better track conversations with customers and their responses so that you can easily see what they’re saying, when they say it and where the conversation leads.
Emailgistics delivers powerful workflow and analytics features, helping teams collaborate and deliver superb customer service. We’re the leading team inbox management solution for Microsoft Outlook. Book a demo today and unlock the power of team email management!