By Allan Ferguson
We all want our technicians to deliver the best customer service however there are times when we can inadvertently alienate our customers with our communication.
A company’s success in our competitive industry is highly reliant on customer service so this is a topic your business must be monitoring daily to ensure standards are consistently being met.
Investment in training resources is something I cannot recommend highly enough, however there are a couple of free tips I can offer to help make a swift difference in how your technicians talk with customers.
The first suggestion is outline to your technicians to avoid using industry jargon or unnecessarily complicated language when speaking with customers.
Every industry has almost its own sort of language and whilst it’s fine for us in the service industry to use terms and expressions to those with a mutual understanding of it, we need to be wary of using this with customers.
Generally customers aren’t going to have expert knowledge on their plumbing system, switchboards or whatever -hence why they called you- so therefore don’t potentially intimidate them with jargon only an expert would understand.
When your technician is in a customer’s house and directly speaking with the customer, they’re essentially developing a relationship with them.
Using complicated terms or leaving the customer feeling isolated, confused or lost will negatively affect this atmosphere and in turn the customer’s confidence in your technician.
If you do have to use an industry term in explaining something to the customer, immediately explain what this is and how the customer will benefit from it in conversational language.
This helps the customer relate to the technician, giving them reassurance they’re making the right choice instead of a blank look on their face and saying something like “well, I guess if you say so,” or even worse, saying nothing at all as they have no idea what’s just been explained.
Focusing on the benefits the customer will receive also puts them into a more relaxed and confident mindset about whether they made the right choice in calling your business.
Compare a technician who uses complex language and continually pointing out problems to a technician who genuinely talks to you in plain English about how they can save money with their work back by a labour guarantee.
Which technician is more likely to complete a sale with a customer and have the chance to generate follow-up business with them in the future?
Keep it simple, talk positive and you can strengthen your customer service experience with very little expense.
Allan Ferguson is the CEO of Service Professionals Australia.
Have you listened to our podcast series Pipeline To Profitability yet on iTunes, Soundcloud, Stitcher and our website? Featuring industry leaders and Allan’s own insights, Pipeline To Profitability is loaded with value for your business.
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