We have to accept the fact that customers want to be treated carefully, they don’t want to feel like they are just numbers in your list, they should feel as if they’re involved in a one-on-one conversation.
When serving customers becomes personal, customers are willing to have more tolerance and almost guarantees that your customer will want to come back. so creating a personal touch will definitely add more revenue.
Respond immediately, even if you don’t have the solution.
When you receive a request for support and know you can’t provide a solution right away, write a quick, personalized response acknowledging the request and saying that you’re working on it.
You’re human and so are your customers. So, talk like one.
You want to sound friendly, natural and personal. The great thing is, your customers will more than likely mirror your tone. Maintaining this tone, your customers will feel more comfortable asking for help or providing feedback in the future.
Always personalize your response.
Every situation is different, so each customer needs a personalized message. And using saved replies makes sense only when you find that you’re answering the same questions again and again. Instead, always personalize your response, even slightly.
Explain things in multiple ways.
Different things resonate with different people. So, be prepared to explain the same thing in a number of different ways, such as, with a list; or with a .gif; or with a reference to your documentation; or even a chat via Skype or the phone.
Never assume anything.
When you’re replying to a customer, never assume anyone is tech savvy. Likewise, never assume anyone knows nothing at all. Either assumption can come across as disrespectful or arrogant. You need to strike the right balance and pitch your reply at the right level.
Be realistic. Don’t overpromise.
Always be honest about what you can and can’t do for your customers. Overpromising will lead to your under-delivering, which makes you look bad and makes your customers unhappy.
It’s never the customer’s fault . . . ever!
If your customer can’t use the product you built, it’s your fault — always. That’s the attitude you need to take when you’re dealing with someone who finds a particular feature confusing. You should apologize that it’s confusing, explain what you think might help and ask the person’s opinion on how to make it better.
Think like the customer — be proactive with your response.
When a customer asks you a question like, “Where do I go to set up a new email?” that question actually lives inside a workflow of questions. So, when you answer the customer’s initial question, don’t answer the question that’s been asked. Also include answers to some of the follow-up questions you know are inevitably going to come next.