Monday, March 26, 2012

Customer conversation

In a small business, everyone is a customer rep.  Communication with customers is not something which can be avoided.  Customers are going to have questions and concerns and they will want them answered.  Sometimes you will have those answers, other times they will be hard to come by.  That does not mean that there are not rules to follow to make unpleasant conversations better.

No one wants to feel as though they are being shoved off, that their concerns are unwarranted, immaterial or simply stupid, so a diplomatic response is sometimes what you may have to give them.  Possibly, the best way to understand the customer is to put yourself in their shoes.  They do not know what you have had to go through in that day or week which has led you to react the way you have.  Their concerns are only with themselves.  It may sound impolite, but when anyone goes to a business to purchase something then they expect a relationship which will eventually get them what they wanted.

There are also things not to say to a customer.  An article from Inc.com is about the top 5 things not to say to a customer.