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How to Talk to Your Customers Like Real People
If your customers have a question or concern, they come to you for answers. Skip the customer-service speak and use phrasing that shows you care. Build trust and help them focus on solutions.
New customers on the verge of purchasing and customers that are devoted fans look to you for answers if something goes wrong. Such interactions can be the reason a customer comes back for more or heads out the door. So here are some tips to keep the conversation flowing.
| Tip | Details | Instead of This | Do This |
|---|---|---|---|
| Get to the point | Customers want you to tell it to them straight. To sell them a product or service, give them a real-life example of success that relates to their business. When you troubleshoot a problem, tell them what went wrong and how you can fix it. Customers are short on time and appreciate it if you are direct and candid. | “It looks like it’s just a hiccup with our servers. This never happens. We always rank at the top of the list for companies in our industry.” | “Our system doesn’t recognize your password. Let me sign in for you to reset it.” |
| Meet them where they are | If a customer is upset or angry, chances are that they just need someone to listen. Let the customer explain what’s wrong and repeat their main points back to them in a calm, understanding tone. That way, the customer knows their frustration is heard and you’re ready to fix it. It’s also hard for them to respond in a loud, angry tone when you’re being cool and collected. | “Well, if you can’t login, you probably entered your password incorrectly. Try it again.” | “From what you said, it sounds like you’re having trouble logging in. If you’d like, I can reset that for you or give you a new password.” |
| Be transparent | If things are a little complicated to fix, let the customer know upfront. If adding new features will cause the final cost to increase, make that clear. Avoid wasting customers time and be clear that you are there to help. | “Adding that new security feature could increase your bill by a little bit, but it won’t be too bad.” | “If you add the security features, your monthly contract will be $5.00 per month. You get the added security of knowing exactly who’s logging in and 24/7 password recovery.” |
| Know the details | Learn a few things about the customer’s account before you get on the phone with them or bring up their info as you work through their case. Give personalized advice. It’s is a great way to show them you know your stuff and that you care about their business.. In Salesforce, the Activity Feed is your one-stop-shop for the key details, which is key when you’re short on time. | “Tell me a little bit about your company so I can help you.” | “I see your company specializes in web design and you’ve been growing fast. Have you been using sales stages to keep deals moving through your pipeline?” |
When a customer has questions, be respectful, empathetic, and most of all, human. Make a genuine connection and provide the answers that they need.
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