Episode 119 - How to improve your customer communication
Dec 24, 2017
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The key to sales is effectively communicating your message. In this episode, Kristin and Jeff discuss tips for improving your communication online and in-person.
Tips for improving general communication
- When speaking to a crowd (social media, email, sales pages, speaking engagements, video, etc.), always speak to your avatar.
- Target your messaging for the platform. Your message will be slightly different depending on the medium you are using, whether it is Facebook, email, in-person, or a sales page. Know the best practices for each platform.
- Speak their language, not yours. Do research on the terms your customers use when discussing your products and services. Avoid industry jargon.
- Use analogies to convey complex concepts.
- Always use low noise environments and avoid interruptions on live video, webinars, and phone calls.
- Always phrase questions to generate a positive response. Getting a customer in the habit of saying yes increases the chance of getting a yes when selling.
- Check the readability of all of your content in SEO Yoast or Flesch Reading Ease. Typical web content is written at an 8th-grade reading level.
Tips for customer service calls
- Focus on first impressions.
- Listen, think, then respond. Keep a level head.
- Prioritize calls
- Avoid the hold button.
- Have voicemail intro that explains the importance of customer service.
- Call back in a timely manner.
- Use the golden rule.
Related Links
Episode 4 - Who is your ideal customer?
Episode 113 - Why you need an avatar
Episode 12 - Are you speaking your customer's language?
Episode 97 - How to deal with unhappy customers
Images for Episode 119
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