Toll-Free Numbers provide a vital connection between customers and businesses. With millions of options available today, consumers are looking for a customized recommendation with a personal touch. And the conversations that happen over Toll-Free Numbers can provide a business with an incredible amount of insights and data around what the customer really wants, feels, and needs.
In short, brand-to-customer relationships are driven by conversations. In this Inc.com article, sales expert and author Geoffrey James takes a look at how to get the most out of conversations with customers. These tips are fundamental for any brand or business, whether they’re interacting with their customers on the phone, over a text message, or in person.
“How may I help you?” This is the quintessential question, but it’s perfect for opening the right door to any customer conversation. Asking the next question is the trickiest part — they require a deeper knowledge of your customer and their background, but that research is well worth it. Leveraging this information makes your questions more meaningful and insightful, and it shows your customer that you’ve been paying attention to them and their needs. Also, letting the customer talk about themselves rather than feeding them information about your brand makes them feel more valued. Let’s face it — everyone likes to talk about themselves.
With the foundational questions asked, it’s critical that you take the time to listen to what your customer has to say. Avoid being too hasty to respond without completely thinking the conversation through — what is the customer trying to communicate, and what would they appreciate most about your next response? This is also where voice analytics can play a big part in harvesting and analyzing customer conversation data. Let your customer agents do the talking, and then have your analytics software do a deep dive into the broader patterns and key words that your customers are using — this could reveal more about your products and services than you even realize.
Finally, once you clearly understand what your customer is looking for and how you can help, take action. Keep the final action item in your own hands rather than leaving it up to the customer — this makes them feel like they’re being served, and the action is also less likely to get lost in their busy schedules. Make sure to also review your conversation in more detail afterwards to gather as many insights as possible to inform your next customer interaction. Bonus points if you anticipate their next need by the time they interact with you again!
When a business asks, listens, and acts, they maintain control of the conversation with customers and better positions them to meet their needs and expectations. And when they offer their person-to-person anytime and anyplace over a phone call or text message, they empower their customers to ask questions and get help no matter where they are. A Toll-Free Number promises that someone is standing by to ask, listen, and act, underlining the service in customer service.
Read the full article on Inc.com here.