Customers are the lifeblood of your business. Without them, businesses will not exist. It is very vital then that you communicate to them in an effective manner. Customers want your undivided attention and complete focus while you are chatting with them. And yes, they can tell if you are really into the conversation and they can also feel if you really care to assist them or not. But you don’t need to worry that much because there are a few specific behaviors that you can concentrate and work on so that your customers will feel valued and important.
Here are some tips that you can use to engage your customers to more meaningful conversations:
- When conversing, avoid doing unnecessary things. Why is this important? It helps you to focus on what your customers have to say and you can give full attention to them. Further, you will be able to observe their facial expressions as well as their gestures.
- Listen carefully. Listening is one of the most important element to achieving a meaningful conversation. You can repeat the comment or words of your customers. By doing this, your customer will think that you’re listening carefully to them and it will get you both on the same page. And it also gives customers the opportunity to correct some misinterpretations. Another important thing that should be kept in mind is not to overly focus as to how you will respond to customers but instead you need to fully listen to what is being said. In that way, you will retain the conversation.
- Show empathy to your customers. Avoid offering unwanted advice. Endeavor to put yourself in the shoe of your customers, so to speak.
- Build rapport. How can you do it? Find common ground so that you’re conversation will run smoothly and naturally. As you do so, you will be able to engage your customers in a more personal level and they will be more comfortable talking to you. Keep in mind not to spend so much time talking about yourself but keep just the right balance.
- Ask Open Plus Questions. Be straightforward and direct in the questions that you ask. Pause and wait for the person’s response to your question. As a result, you can elicit responses you’re your customers that will help us understand the point of why they do what they do.
- Acknowledge and Address Customer Complaints. Complaining customers do not always indicate that something is wrong with your business. It will actually direct you to an aspect that may need your attention. What could you do? First, take control of the situation. Second, acknowledge the dilemma. Third, refocus the conversation. Lastly, solve the problem to make the customers happy.
- Know how to close the conversation. When you are taking the initiative to correctly close the conversation, the customer will see that you care about are getting it right and you’re willing to keep going until you get it right. For example, you can say to your customer: “Is there anything else I can do for you today? I’m happy to help!”