{"id":76781,"date":"2020-08-25T11:14:40","date_gmt":"2020-08-25T11:14:40","guid":{"rendered":"https:\/\/intelligentbee.com\/blog\/?p=76781"},"modified":"2025-08-22T10:12:43","modified_gmt":"2025-08-22T10:12:43","slug":"how-to-talk-to-your-customers","status":"publish","type":"post","link":"https:\/\/intelligentbee.com\/blog\/how-to-talk-to-your-customers\/","title":{"rendered":"How to Talk to Your Customers"},"content":{"rendered":"

Ensuring that the way you communicate with customers is thoughtful, meaningful, and delightful can make a world of difference. Every conversation is a chance to represent (or misrepresent) your business. What you say and how you say it will influence your relationships and determine how your brand is perceived.\u00a0<\/span><\/p>\n

So, what makes for an effective interaction? The first step is to avoid formalizing them to the point where you begin to sound less like a human and more like a marketing robot. Authenticity is key. Woth that in mind, we can move on to the next points. Here\u2019s how to talk to your customers.\u00a0<\/span><\/p>\n

Find Your Voice<\/b><\/h2>\n

A good start is to define your company\u2019s collective voice. It should be in keeping with the image you want to portray. Part of why Apple store reps are so persuasive is their warmth and politeness. The tech giant is generally intimate and friendly in their interactions with customers, and it clearly works.\u00a0<\/span><\/p>\n

What\u2019s important here is balance. You don\u2019t want your team to sound like they\u2019re reading from a script. They also shouldn\u2019t come across as fake or worse – creepy. Aim for the sweet spot where your tone can be friendly while maintaining a sense of professionalism.\u00a0<\/span><\/p>\n

Keep it Short<\/b><\/h3>\n

In today\u2019s attention-deficit world, customers aren\u2019t interested in long-winded monologues and 1,000-word emails. Even the most spectacular message will have little effect if it\u2019s crammed into a wall of text.\u00a0<\/span><\/p>\n

Your customer service interactions should be clear and concise. Incorporating visual content and linking to knowledgebase articles in your emails will help you get the point across in fewer sentences. The goal is to ensure that all of the customer\u2019s problems are solved and they feel as though they\u2019re truly heard.\u00a0<\/span><\/p>\n

On a similar note, your responses should be prioritized based on their urgency, so that they\u2019re addressed in a timely manner. Having saved replies that simply need to be edited to include the customer\u2019s name and their issue will help.\u00a0<\/span><\/p>\n

Use Positive Language<\/b><\/h3>\n

Certain words and phrases are prone to misinterpretation and may cause accidental dissension. This includes negative language like \u201cI can\u2019t\u201d or \u201cI\u2019m afraid that\u201d – these phrases aren\u2019t conducive to moving the conversation forward. They can make a customer feel as though it\u2019s up to them to solve the problem they\u2019re presenting.\u00a0<\/span><\/p>\n

Positive language, on the other hand, puts the focus on the solution and assures the customer that their time isn\u2019t being wasted. One way to make use of it is to emphasize that the interaction is a team effort. You can do this with words like \u201cwe can\u201d and \u201clet\u2019s\u201d in place of \u201cI need to\u201d and \u201cyou\u2019ll have to.\u201d\u00a0<\/span><\/p>\n

Address by Name<\/b><\/h3>\n

People feel good when their name is mentioned. Use that to your advantage during interactions.\u00a0<\/span><\/p>\n

When you can\u2019t, start with something friendly like \u201cHey there\u201d and not some form of corporate droning like \u201cDear sir\/madam.\u201d That is, when it\u2019s appropriate. If the customer or circumstances are more formal, then it would probably be better to hold back on the LMAOs. It\u2019s also important to be careful with jokes, as they\u2019re easily misinterpreted.\u00a0<\/span><\/p>\n

Knowing who you\u2019re dealing with and mirroring them is an art worth mastering.\u00a0<\/span><\/p>\n

Give Clear Directions<\/b><\/h3>\n

Whenever you can reduce the perceived effort and do something for a customer, do it. This is essential to a winning customer service. But if it\u2019s up to them to carry out a task, especially when it involves a long set of instructions, be sure to order it chronologically using a numbered list or bullet points.\u00a0<\/span><\/p>\n

For example, let\u2019s say the customer wants to know how to turn on the dark mode feature in your app. Your directions can look as follows:<\/span><\/p>\n

    \n
  1. Open Settings (the gear icon on the top right of the screen)<\/span><\/li>\n
  2. Choose \u201cAppearance\u201d\u00a0<\/span><\/li>\n
  3. Scroll to the bottom and select \u201cEnable Dark Mode\u201d\u00a0<\/span><\/li>\n<\/ol>\n

    Avoid technical language and jargon when possible. The simpler, the better.\u00a0<\/span><\/p>\n

    Once the customer has successfully resolved their problem, it\u2019s a good idea to end by offering to help further. Remember to use positive language. Don\u2019t ask if they have any other problems. Ask instead if there\u2019s anything else you can do for them.\u00a0<\/span><\/p>\n

    Apologize Appropriately<\/b><\/h3>\n

    Not every request can be fulfilled. Not every rule can be bent. Sometimes, you can\u2019t say yes. But that doesn\u2019t mean you have to end the interaction with an unhappy customer that doesn\u2019t plan on returning.\u00a0<\/span><\/p>\n

    Provide a sincere apology that\u2019s appropriately worded. You\u2019re not taking responsibility for something you aren\u2019t at fault for. Instead, you\u2019re acknowledging their frustration and showing that you understand how it\u2019s a problem. Use first-person pronouns in your messages, such as by saying, \u201cI know how frustrating this can be.\u201d\u00a0<\/span><\/p>\n

    Aim to end things on a high note with a solution or the best alternative. If there\u2019s something you don\u2019t know, inform the customer that you\u2019ll be in touch within a certain amount of time or that you\u2019ll reassign them to the right person.\u00a0<\/span><\/p>\n

    Align Your Objective<\/b><\/h3>\n

    Showing that you\u2019re working with the customer\u2019s best interests in mind achieves several things. This includes reducing their perceived effort and providing a clearer explanation of how you\u2019re going to satisfy their request. Here\u2019s how you can structure your message:<\/span><\/p>\n

      \n
    • Describe what you\u2019ve done.<\/span><\/li>\n
    • Tell them what you\u2019re going to do.<\/span><\/li>\n
    • Explain how it will solve their problem.<\/span><\/li>\n
    • Sympathize with their concerns if necessary.<\/span><\/li>\n<\/ul>\n

      The first two points are particularly useful when you need to tell the customer that you\u2019ve already tried something to no avail and you\u2019re looking for (or have) another way forward. Draw their attention to an end instead of the means.\u00a0<\/span><\/p>\n

      Say Thanks<\/b><\/h3>\n

      Your customers – even the less-than-happy ones – are the lifeblood of your business. An open and attentive mind will reveal a wealth of valuable information in every interaction. For that, your customers deserve some appreciation. Be sure to thank them for their support, be it with a simple message or something more tangible.<\/span><\/p>\n

      There\u2019s much to unpack here. But with a bit of time and effort, you and your team can become experts at talking to customers. As long as you stick to a human approach, the rest will come naturally.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

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