How to handle customer communication: dos and don'ts

Mastering a craft and providing a service is one thing - but communicating with customers is an entirely different ball game altogether.
Let’s face it - not every customer is easy to deal with, and botching an interaction can damage your business! Here are some quick but critical Dos and Don’ts that will help ensure you put your best foot forward - every time.

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Dos

Be Clear, Open, and Responsive

Let’s start with the very basics. Identify your business and be straight up about what you can do, and when you can do it. If you have no idea what time you’ll make it to them that day - tell them. Most people are appreciative of honesty. Another piece of the puzzle is being responsive. Don’t wait hours or days to get back to clients - they may go elsewhere, or worse - wish they did. Show customers that you care by getting back to them ASAP. *

*Pro-tip - There are some great tools available that make this easy.

Be Friendly and Empathise

This might seem like a no-brainer, but it can be a challenge when customers are agitated. Try to remember that they are dealing with a problem, remind them that you’re here to help, and try to put yourself in their shoes.

Provide a Consistent Experience

It’s important to not only be professional but to be consistently so. If you communicate clearly about something one day, your client will expect that the next time they interact, so be mindful of how you interact with your customers and try to be consistent. Tools like Fuzey make it easy to provide a familiar experience to your clients - book a demo to find out more!

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Don’ts

Set Unreasonable Expectations

Don’t misrepresent what you can or can’t do. If something can’t be done, don’t set your customers up with the expectation that it can. That would be setting yourself up for failure.

Avoid Accountability

Things don’t always go according to plan and most people understand that. What people really don’t like, however, is when things go wrong and those responsible don’t own up. When you’re accountable, it’s quite possible for things to go wrong and to still provide a great customer experience and get a great review. Be accountable for your business on the bad days as well as the good days.

These are a few fundamentals of customer communication that will help support a great customer experience, and drive your business to grow! ‍

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For more tips on this topic, watch our webinar "How to nail your customer communications in 3 easy steps" here 🎥