What Does Marketing Have to Do with Customer Service Skills?
by Liat Behr
The better marketers understand their clients the more effective they will be at attracting those clients, providing them with reasons to come back and do business with them.
Businesses want to sell. By providing a great customer experience, businesses can ensure that they’ll see first-time customers become long-term buyers.
In the introduction to his book “Likeable Social Media,” Dave Kerpen brings an excellent example from his own life. When checking in at a hotel took over an hour, Kerpen tweeted his dismay. His tweet was quickly picked up by a competing hotel, that responded not with an invitation to stay at their hotel, but with an empathetic tweet which resulted in Kerpen booking a room upon his next stay in the city.
As a marketer, customer service begins even before your first client. It begins with understanding your client's needs. And In the age of social media, it goes a longer way than ever before.
So what can you, a marketer, do to provide excellent customer service?
Speak their language
There are times when your clients will feel lost. They may not understand the terminology you’re using or why you suggest taking certain steps.
Professional jargon exists for a purpose - for those in the know to be able to communicate efficiently and effectively. It’s purpose is NOT to make you feel smart or your client stupid.
Communicate clearly with your client in an effort to clarify. By doing so you’ll also be showing them your deep understanding and expertise. Walk them through the steps you’ll take to help grow their business and thus establish yourself as one who is committed to happy clients and ultimately their client’s success.
Create or refer your clients to helpful resources.
Sometimes verbal clarification is not enough. When necessary, refer your clients to articles, books videos and any other resources that can shed light on the topic at hand.
Make yourself available
Stand out from the competition. Offer a level of support that your client isn’t used to. Make sure you let your client know how to reach you and do your best to be attentive and provide personalized support.
Your level of business success depends on the level of your customers’ satisfaction
Providing exceptional customer service is a wonderful way of building rapport with your clients. This will also enable you to write a great case study, in which prospective clients can learn about your outstanding customer service, ultimately bringing you more clients.
Your next steps:
Communicate clearly and effectively. If you must use professional jargon then explain the terms at the outset.
If clarification of a subject is needed in the form of resources - refer your clients to the best. If it doesn't exist, create it.
Make sure your clients know how to reach you.
Be attentive and do your best to answer your clients needs swiftly and professionally.
Toggl is great time tracker tool. Understanding your time management will help you manage it more effectively.
Highrise - communication and customer service made easy with this nifty tool
What are your favorite strategies for providing your clients with exceptional customer service?
Written by Liat Behr
Liat is a content wordsmith at WiseStamp and copywriter at Ink of Imagination. She delights in creating and sharing valuable tips and helping businesses craft effective content.
When she’s not writing content, she can be found in the world of fiction, embarking on adventures with her characters.