Three Tips for Better Customer Communication

Custom Smart Homes didn't become one of the top green home builders in Tennessee by ignoring their customers.  Listening to customers is an essential part of every business, and having good customer service skills are crucial for every professional.  If you find that you're having trouble dealing with customers, follow some of these customer communication tips.

Prepare for Emotional Responses

Most customers that contact customer service representatives either need help, or they're upset about a product or service.  Workers need to understand that the people they're dealing with are most likely frustrated, annoyed, unhappy, or a combination of all three.  One you realize that you're going to be working with people who feel very strong emotions it should become a little easier to deal with them.

Never Interrupt

Your mother always told you that interrupting others was rude, and if you interrupt an unhappy customer for any reason when they're talking you'll be sure to upset them.  It doesn't matter if you're interrupting what they're saying to offer a solution to the problem, many customers will think it's very rude that you're interrupting them.  Since you aren't taking time to listen to what they have to say, they may think that your company isn't interested in hearing what their customers have to say.  Let them speak their mind, and only add in your two cents when they're finished giving you there's.

Speak Clearly

Take time to read the following exchange between a customer service representative and a customer:

You: "You don't have the latest version of our software installed?"

Customer: "Yes"

Do you know what the customer's answer means?  Are they answering yes because they don't have the latest version of software installed, or are they saying yes because they do have the latest version installed? It's impossible to tell, and the way you word your questions will drastically affect how you handle your customers.  Try asking open ended questions when you're asking customers questions (example: What software programs do you have installed on your computer?).

Do you have questions about our energy efficient homes, or about our Tennessee home building services? Contact Us today so we can answer your questions.