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In any case, it is necessary to take into account the niche occupied by the company, the features of the offer, the nature of potential buyers. In order for communication to meet expectations, the necessary marketing research is carried out.
Regardless of the algorithms established by the company, employees must comply with accepted standards and norms:
respect and attentiveness to the interlocutor;
a brief, essential and clear presentation of information;
purity of speech, absence of jargon, slang, special complex terms;
calm tone, control of emotions without going personal;
the veracity of information norway email list about the product and the manufacturer.
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What is important in communication with clients
The customer communication system must include:
Speed – customers are rarely willing to wait more than 1 minute for a response. If the waiting time is prolonged, almost half of the users will leave the site and will not want to buy anything in the store. Therefore, the response time to customer questions should be reduced as much as possible.
For quick feedback, some of the work can be automated using special interactive forms and a robotic component on the site. It is better when the support service is available for communication around the clock.
High-quality interaction – the consumer’s problem must be solved quickly, without being distracted by unnecessary discussions and off-topic digressions. It is important to choose precise and clear formulations and terms.
Systematic data management – you need to monitor user actions and respond to them promptly in order to communicate with clients at the most convenient time, on the right channel and for the right reason. For this, CRM systems are used, which store the entire history of interactions. They can automatically send messages, generate reports and combine different channels.
Positive attitude – instead of negative formulations, it is better to use affirmative ones. This applies to almost all expressions with the particle "not". For example, instead of the phrase "This product will not be delivered for another week", you should say: "The product will appear in the next few days, we will notify you about its arrival." This inclines a person to buy, rather than repels from it.
Also, in a conversation, you cannot use aggressive phrases, such as “problem” (it is better to use the neutral word “task”), “you must” (“please do it”), “budget product”, “cheap” or “expensive” (replaced with “premium class”, “mid-price product”).