A few days ago, I saw a post on tips to increase customer loyalty. And there is one tip that hit me, that is, talking like a human in customer service. I am not sure whether you are experiencing the same situations as me or not, but I think it is annoying when there is a phone call from a machine that will not listen to what I have said, but continue to talk with me according to the script designed for him.
Talking like a human in customer service is important because it helps to establish a connection and build trust with the customer. When customers contact a business, they often have a problem or a question that they need help with, and they want to feel like they are speaking with a real person who can understand and address their concerns.
If a customer service representative uses overly formal or robotic language, it can create a sense of distance and make the customer feel like they are not being heard or understood. On the other hand, if the representative speaks in a friendly and approachable way, it can help to put the customer at ease and create a more positive interaction.
Talking like a human in customer service also allows for a more personalized approach. When a representative is able to speak in a natural, conversational way, they can tailor their responses to the individual customer and create a more customized experience. This can help to increase customer satisfaction and loyalty
In addition, talking like a human can help to de-escalate tense or emotional situations. When a customer is upset or frustrated, a representative who speaks with empathy and understanding can help to diffuse the situation and turn a negative experience into a positive one.
Overall, talking like a human in customer service is an important way to build strong relationships with customers and create a positive experience that can lead to increased customer loyalty and satisfaction. When everything is becoming more and more technological, being personalized attaches its preciousness.
