15 Things Your Customers Are Dying to Hear
Posted by Megan Webb-Morgan on March 18, 2013 in Sales 2.0 [ 0 Comments ]
When it comes to keeping customers happy, the key is to honestly say what they want to hear. Some of these phrases are only appropriate for certain situations – such as customer service requests or lead generation forms – but some are just plain old good manners.
1. “Hello!” The most basic element of good manners is greeting someone properly. Be sure to acknowledge your customers whenever you make contact – in-person, online, etc.
2. Their name. When you call customers by name, you’re showing that you remember and value them. It implies that you know their wants, needs, and preferences.
3. “Please.” Just because you’re providing a product or service to your customer doesn’t mean you get out of saying please. Polite phrasing in-person and in all your communications makes customers feel respected and valued.
4. “How can I help?” Being helpful is key to providing good customer service. By asking customers to explain what they need, you show customers that you are helpful, considerate, and good at listening. And getting the details straight from the customer means you can provide a better solution in the end.
5. “We’re working on your issue right now,” and
6. “I will keep you updated” let your customers know what is causing the delay in resolving their issue, how you’re working to fix it, and how long it will take. Rather than leaving them in the dark, the acknowledgement will reduce frustration and let them know when to expect results.
7. “I understand.” It’s polite. It’s acknowledgement. And it helps your customers feel heard and validated. When you sympathize with your customer’s problem, you’re offering them an emotional connection. Once that has been established, it’s much easier to move them past their frustration or anger and start planning a solution.
8. “I’m sorry.” Sometimes, it’s possible to turn a negative customer experience into a positive one with a sincere apology. Even if the customer’s problem was a fluke, an honest mistake, or not your fault at all, apologize. An apology can go a long way towards smoothing things over and fixing the customer relationship.
9. “@customername.” 58% of customers who tweet about a bad experience with a company will not receive a response (Bluewolf). However, when companies respond to customer service requests over social media, those customers end up spending 20% to 40% more money with the company (Bain & Co).
10. “We have an app for that.” 72% of consumers have a more favorable view of a company if they provide a customer service app (Nuance).
11. “Our website is optimized for mobile.” Mobile is king. Half of US adults now own a smartphone, and that’s not even counting tablet owners. Customers want to be able to browse your website from whatever device they happen to be using right now. So make it happen.
12. “We offer 1-click ecommerce checkout.” The average checkout process takes 5.08 steps, and some can take up to 9 steps (Baymard Institute). Don’t waste customer time – let them check out in one single step.
13. “We haven’t heard from you in a while.” Travelocity increased its net revenue by 12.3% by targeting a customized email marketing campaign to lapsed customers (Forrester).
14. “I’m calling about the lead form you just filled out.” Only 27% of incoming leads ever get contacted, and it takes companies an average of 46 hours and 56 minutes to do so. However, the odds of successfully contacting a lead within 5 minutes is 100 times higher than waiting 30 minutes. The odds of successfully qualifying a lead is 21 times higher at 5 minutes than at 30 minutes (Forbes).
15. “I appreciate your business.” Enough said.