effective customer communication
If I had a penny for every time I heard “our policy is…” I would be a rich woman. It’s a phrase that’s said far too often. And when you really think about it, it’s very helpful.
From a customer service perspective, many of us would consider it a “trigger word” – an unfriendly and unnecessary phrase guaranteed to annoy customers.
Anyone can set up a business, however maintaining a successful business is a lot harder to do. his month, we have Tena Shiels from the Book-keeping Academy sharing her five great tips for any business to thrive.
Tena's knowledge is invaluable and her advise is very attainable for any budding entrepreneur. Let me take you through them one by one.
When it comes to carrying out our day-to-day tasks, how many times have we honestly stopped and asked ourselves - Is there a better way of doing things? Am I handling the matter the right way? Are there other more efficient options I could try out instead?
Rather like driving a car, many of us have been doing it for years and might consider ourselves competent drivers. Each day we get into the car and we don’t even have to think about what we are doing. We work on auto-pilot. Yet, if we had to re-sit our test tomorrow week, how do we think we would do?
Anyone of us can develop bad habits. We get into a routine of doing something the same way for years and we get comfortable with it. We become set in our ways and we don’t even know it.
Customers are smarter than ever. They are educated, informed and can access so much information when looking to buy a product or service. As a result, they are more demanding and have higher expectations.
No matter how good our product or service might be, companies that only focus on meeting these expectations won’t necessarily cut it anymore. The challenge for any business is to be able to find ways to continuously exceed the customers’ expectations in a memorable, unique and workable manner. In other words, they need to focus on delivering a delightful customer experience every time they interact with customers.
Any time I think of how we use jargon and acronyms on a daily basis, I am reminded about how confusing it can be. Especially, as I am teleported back to a much earlier time in my career when I had a site visit with a client in the UK.
There were five of us in the room. Four members of the client’s team and me. I was a little outnumbered. Still, I felt very welcome.
There was great excitement that day, as we chatted about an upcoming sales project. We got stuck into discussing the logistics of the plan working out what we needed to do and by whom.
Everything was going smoothly and then I hit a wall.