Customers don’t like constantly trying to sell them something. When they face such communication, they move away from preferring the brand’s services. At this point, sales teams must create a natural communication language with the customer. So, how to create a natural communication language with the customer?
Why Should Sales Teams Use the Natural Communication Language?
The communication language used is one of the most basic tools for customers to interact with customer service agents. Customers usually contact customer service when they find any problem with a product or service. If agents don’t find solutions to problems, don’t actively listen to what’s being said, or are constantly trying to sell something, they weaken customers’ trust in the brand.
Research shows that in 2022, 54% of customers stopped shopping from companies that communicate badly with them. Therefore, customer service agents must use natural language to exchange views adequately with customers. Thus, they can win the hearts of existing customers and turn potential ones into loyal ones.
How to Create a Natural Communication Language with Customers?
Whether you own a large business or a small business, one of the elements that will make brand value in the customers’ eyes is effective communication. At this point, you must pay attention to some points while creating a natural communication language with customers. These can be listed as follows:
1) Personalize Your Communication
Customers like to be contacted by their names. At this point, addressing customers by name is the first way to establish sincere communication. Otherwise, addressing every customer in the same tone will initiate a formal and cold communication process. That means both parties feel uncomfortable. Therefore, when starting a conversation with customers, you can call them by name to attract their attention and establish more sincere communication.
2) Don’t Be Defensive
The common reason customers call the call centers is to report issues. At this point, instead of solving the customer’s problem, don’t go directly to the defense. This will lead to a cold start in communication and the problem will grow. So, listen to customers’ problems first and tell them you’ll investigate the problem. After solving the problem, ask “Is there anything else I can help you with?” instead of ending the call directly. This will make customers feel taken care of and soften the communication language.
3) Don’t Use Jargon
Avoid using technical words as much as possible when communicating with customers. Because customers may not be as familiar with those terms as you’re. This causes the conversation to be misunderstood and the other party to feel uncomfortable. At this point, by using terms that customers can understand, you can enable them to express problems more easily and create a natural communication language.
4) Don’t Get Stuck On Talking Time
For agents, time is money. That’s why they try to keep a call as short as possible. However, this is one of the biggest mistakes in communication. Because 51% of customers believe that they can get the fastest solution to problems over the phone and therefore prefer to connect to agents. At this point, if agents try to keep the calling time short, it will cause them to move away from a natural communication language. In this process, it should be remembered that it isn’t the duration of the speech that’s important, but the quality of the speech, and should be acted accordingly.
The Easiest Way To Communicate With Customers: Infoset
Creating a natural communication language and maintaining this on all platforms can sometimes be complicated to solve. With the omnichannel experience offered by Infoset, you can manage Instagram, WhatsApp, Facebook, Twitter, and many more channels from a single screen and always be with customers. Start using Infoset today to take customer experience to the next level and increase sales!