Every solid business relationship starts with good communication.

When your customers communicate

with your brand, they may be looking for quick answers. However, on a deeper level, they are also
looking for reasons to trust you. Does your company care about them as people? Does it value their
time? As technology improves the customer experience, the human touch sometimes gets lost along the
way. That's why having good communication with your customers is the first step to humanizing every
interaction and earning their long-term loyalty.

Personalize every interaction from the very beginning: It is a key factor in customer satisfaction to
always treat every interaction as a conversation, even though short introductions save everyone time, it
is important to foster a personal connection right away. This puts the customer at ease and builds trust.
In voice or video channels, a friendly tone of voice is also essential.

Let the customer talk: The customer needs time to explain his problem. The agent should listen carefully
to the situation, without interrupting, before offering a solution. Customers should not feel rushed when
asking for help. On the contrary, they should feel that their questions are welcome at any time. Once the
customer has finished explaining the problem, the agent should summarize the information and verify
that it is understood. He or she can then offer the solution.

Use positive language to communicate with your customers: Agents should always convey a positive
and confident attitude. For example, phrases such as "I will" and "I can" convey that the agent has the
ability to help and reassure the customer. If the customer is unhappy, the agent should also use language
that shows empathy and a willingness to help. In such a situation, a simple "I'm sorry" or "I understand"
may appease the customer. The agent should avoid negative phrases at all times, and show a desire to
find the best solution.

Explain conscientiously using simple language: Customers may want detailed answers, but they must be
able to understand the proposed solutions. Therefore, agents should be sure to provide step-by-step
solutions using plain language. Technical language should be avoided as much as possible. If it is
necessary to use it, be sure to explain the meaning of the terms and ask the customer if clarification is
needed. The goal is to provide a detailed but clear solution.

Keep the customer informed: At times, the agent may pause the conversation to seek information.
When this is necessary, the agent should always inform the customer, and give an approximate waiting
time.

End each conversation on a positive note: At the end of each conversation, ask the customer if they
have any other concerns. Once the issue is resolved, thank them for their time and loyalty to your brand.
This is an ideal time to send a customer survey. Ask them if they are willing to respond, and send the
survey to the contact channel.