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How to answer customer queries in the most effective way

By Contributing Writer
Danor Aliz
March 28, 2022



The world of customer services can be a difficult one to manoeuvre. Not only do you have to be a smooth talker, but you need to have an in-depth knowledge of your business outside of the scripts that you are provided. That way you can settle customer queries and complaints with ease. So, you may be thinking to yourself “what are the best ways to deal with customer questions?” If this is the case, let’s take a look at how you can put a buyer’s mind at ease when they are in contact with you.

1. Combine your communication platforms

When you work in customer services, it’s very likely that you are going to be using a wide variety of communication tools to speak to clients. This includes over the phone, VoIP services, text messages and online chat functions. That’s why it can be very useful to have a service, like Horizon Collaborate, that can unify these services together. It can save you time from flicking between different platforms. Instead, they can be combined into one platform that will help you become more efficient with your customer communications.

2. Keep notes

This is the type of career that is going to have you receive very similar questions from customers who want to learn more about your product. If you are worried that you are not going to be able to remember all of the facts about your business, don’t feel ashamed about keeping notes about the most common questions you are going to receive. It will help you keep organised in relation to your daily tasks, including the amount of calls you answer. The faster you answer them, the more likely it is that you will fit in more calls into your day, meaning that you are more efficient.

3. Online FAQ creation

As we have already mentioned, it’s very likely that you are going to be asked the same questions over and over again. That’s why some websites have decided to use their content creators to craft an FAQ page on their website. This FAQ page can answer as many questions as you like about your products and how your clients can get the best out of your brand. If you decide to craft an FAQ page, try to think of SEO key phrases and questions that are going to be looked up on different search engines. That way you will get more engagement and a customer base that is ultimately interested in your product.

4. Stick to simple sentences

Although this may seem a little obvious, when you are on the phone or are communicating with your clients, make sure to remain simple and don’t over complicate your answers. Your clients are looking for an answer, not your life story. So, start off with the main answer and then expand on it with helpful tips about how to move forward. Always draw the answer back to what the client wants and expects. That way they can feel validated and want to work with your brand.

So, there you have it - everything you need to know about answering customer queries in the most effective way.



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