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How Treating Customers like People helps you create Effective CRM

Do you ever get frustrated when you hear a sales agent talking like a robot? As if he is just articulating the lines from a standard script. How many times have you got stuck on a call with a company’s sale representative with the words “Your call is very important to us?” Why is that company’s claim that they really care for their customers, but can’t arrange to have a proper procedure to address customer’s queries on email and other online communication channels (such as live chat)? Know that your customers feel the same way when you treat them like that.

In today’s highly competitive economical environment that is boosting with emerging entrepreneurs and new evolving business technologies, it is hard to sustain your business without making a move to retain customers. To create strong customer retention, it is important that you focus on your customer relationship management.

Gone are the days when you could advertise to the masses with a chance to build customers randomly. Today, online marketing Malaysia is more customer-centric, which means that you have to target, connect, and retain the right audience.

How to make sure that you treat your customers like people? It is very simple. Just talk to them like you would talk to another person. Teach your staff to connect to your audience on a humanely level. Here are 4 quick ways that you can strengthen your CRM by treating customers like humans:

1. Ditch the script during live chat: The first and the most important thing is to eliminate any standard messages that make your sales representatives sound like robots. Consider these two scenarios to comprehend the difference between scripted conversation and real conversation.
1. Ditch the script during live chat: The first and the most important thing is to eliminate any standard messages that make your sales representatives sound like robots. Consider these two scenarios to comprehend the difference between scripted conversation and real conversation.

Scripted conversation

Sales Rep: “Hi, How may I help you?
Customer: “I haven’t been able to use my credit card online and this is my fifth call! “
Sales rep: “I understand. Let me see what I can do for you.”
Customer: “That’s exactly what the last person said.”
Sales rep: “I am sorry, sir. Let me see what I can do for you. “

Real conversation

Sales Rep: “Hi, What can I do for you today?
Customer: “I haven’t been able to use my credit card online and this is my fifth call! “
Sales rep: “Oh that must be frustrating. I am really sorry. Can you let me know the name of the representative so I can check regarding your request? Maybe somebody is already on it.
2. Educate your sales representatives: Avoid educating your employees and sales representative about a standard language. Teach them to treat customers as they would treat their friend in need. Customers need to know that somebody cares about their issue, so simply saying “we understand” is not going to make them feel better. 3. Take immediate action: Words are nothing if they aren’t backed by actions. So, make sure that your sales team takes immediate action to eliminate customer problems.
Effective online CRM requires trained staff that knows the value of connecting with the customer. Treat your customers like people and create lasting retention for your business.
Sebastian Wong
Sebastian Wong
Sebastian Wong is the Online Business Strategist. Micro-Electronic graduate. He engross himself in Business, technology, invest in the stock market, movie, music and dating with new girls. He loves explore new places, believe ancient alien than god exist.

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