How to Communicate With Your Customers

foreign your customer service and experience expert and today I'm going to discuss how to communicate with your customers and our customer service workshops we do an exercise where we ask who our favorite companies are to do business with and why and we almost always get Amazon as one of the answers and what are the success traits is Amazon's communication when a customer places an order they're immediately notified by email another email is sent once the order ships with tracking information and then another email is sent to inform the customer that the package has arrived frequent communication is one of the reasons customers have so much confidence in Amazon well one of our clients sells to businesses they're a B2B organization and we were doing this exercise and when one of the employees shared that Amazon was his favorite company and mentioned the emails one of the executives in the back raised his hand and said that doesn't apply as they were in the manufacturer business they weren't a retailer now I believe that is not true at all on the contrary communication is not limited to just b2c business to Consumer type companies and Brands so Kevin page one of our subscribers who owns a tobacco store and placed an order with International Plastics Inc said this is exactly the point he was so impressed with their communication that he shared it with us the short letter that he was sent contained the following thank you for your order attached is your confirmation at International Plastics Inc we greatly appreciate your business for questions please contact me at extension 114 or call our customer service team at and they gave out the number Lynn scuppian a senior sales rep actually signed it providing her direct phone number and email but there's more on Monday morning Lynn called and left a voicemail to inform the item had shipped and when to expect delivery in Kevin's words what a heads up and fantastic customer service experience they told me who I could reach out to if my expectations were not met and adjusted my expectations by sharing what my delivery should be he said I'm giddy well there are several important lessons and reminders in this email number one you don't have to be Amazon to have amazing Communication number two there was plenty of communication first to confirm the order second to inform of the shipping and third to establish a delivery expectation and number three there was ownership this wasn't a faceless Corporate email the email included a person and their phone number just in case there was a problem or there was a question Kevin wrote to me I'm giddy that's a great word giddy and I can understand why he feels a stronger connection to his Supply fire for the communication reasons I just shared and a connection to someone on the inside Kevin now has a go-to person if there are any issues so find ways to communicate even over communicate with your customers it creates confidence and credibility and gives the customer a sense of control well I hope you enjoyed this short lesson thank you very much for tuning in this is Shep hiking reminding you to always be amazing

Channel: Shep Hyken: Customer Service & CX Expert

Views: 7,147

Keywords: customer service philosophy, customer service examples, customer service strategy, customer trust, business lessons, customer integrity, shep hyken, customer service lesson, business owner, excellent customer service, great experience, good experience, customer service research, customer support, Amazon Web Services, Customer trust, Amazon, International Plastics Inc, customer service workshops, customer service

Id: QJmHrBWX3Tc

Length: 3min 40sec (220 seconds)

Published: Thu Oct 13 2022