Listen and Anticipate
Listening to what your customers or clients really need is important and can alter outcomes. For instance, they may be buying a nightlight and may be asking about how bright it is. A salesperson can easily dismiss this question but the buyer’s intended use in this example is very important. Are they lighting the path to the bathroom for an elderly relative? Or are they trying to reassure a small child who is afraid of the dark? Understanding the why behind their purchase can help employees provide more assistance to customers and increase the upsell potential for complementary goods or services while building better relations by solving a problem for the customer.
Most people want to be around others who are like them and understand them. One of the strongest ways to promote that feeling is through mirroring. Mirroring is about adjusting your body language and communication patterns to your audience. This is most often seen in dialogue and speech.
You can teach employees to mirror the customer’s words in conversation. For instance, if an employee is speaking to someone with a slow pattern of speaking, using a brusk, clipped tone can immediately place that customer on the defense. If, on the other hand, the employee slows their speech pattern to match the client’s, the client will not feel rushed. The same is true of words. If someone is using a very simple vocabulary, train your employees not to insert overly complicated language into the conversation. If they don’t, that customer may feel like the employee is trying to talk over them or belittle them.
When it comes to extraordinary customer service, there are many really quick and easy things you can implement that will make a big difference in how customers feel in your place of business and build better customer relations. Help your team master the basics of what you provide and how. Then help them become more welcoming and appreciative of what your customers do for your business. In today’s review-heavy climate, you can’t succeed without good customer service. Remember, extraordinary customer service and relations begin where everyone else’s attempts stop.