I know every company waxes poetic about its values. So do take this with a grain of salt if you must. But one of the reasons Iām a PaperCutter is because we really mean it when we say we care about our customers.
Iāve been with PaperCut Software for just over 6 years, as part of the Customer Care team. Itās my job to help prospective customers find the right solution for their print environment. I also sometimes liaise with Technical Support, or help make introductions to our Partners, to assist our current customers.
During my tenure, Iāve engaged with all types of organizations and different people with unique backgrounds and experiences.
Whether youāre in a customer-facing role, or regularly engaging in any business discussions, Iāve picked up some things over the years. Hopefully, they can help you have a great conversation, where both parties leave feeling engaged and accomplished. I call theseā¦
The core 4 tips for great customer-facing conversations
1. Match the energy
Weāve got all kinds of initial emails sent to us from all types of positions and organizations. Weāll receive inquiries from extremely vague to as detailed as if I were working right beside them! Sometimes these can be hard to know how to respond to, especially in an initial reply.
The best thing to keep in mind is to match as much of the energy as you can by reading what theyāve sent you to the T. If they send a short and vague inquiry, keep your response short and descriptive. Donāt try to guess what theyāre talking about if they donāt say it.
The only caveat is if they are wanting specific instructions to fix a problem. Even then, try to keep the fix at a focused and concise length.
2. Allow me to have this dance!
Have you ever danced with someone? Typically you want to match the rhythm and energy theyāre sending your way and to the music youāre listening to. Meaning, if someone dances slow, dance slow with themĀ - you wouldnāt want to dance with a fast/frenetic energy!
So when talking to someone, match their tone of voice when theyāre on the phone with you and asking about your product/service or wanting to learn more. If people are direct they will instantly connect with you if you’re direct back to them. If theyāre chatty and talkative, you can be chatty and talkative too. If you laugh and chuckle, theyāll be inclined to laugh and chuckle.
Obviously, donāt be a complete copycat, but itās similar to #1 above: really read their energy and match it.
3. Be honest - sometimes you wonāt know the answers
As one of PaperCutās core values, honesty has always steered me in the right direction with any engagement. Iāve never had a person upset when Iāve said I donāt know something in particular.
Sure, I could try and make something up or maybe try to sway them on a partially right answer. But instead, Iāve always simply responded with, āGreat question, I actually donāt knowā (in an upbeat way). I then quickly follow up with, āPlease allow me to follow up and find the expert who can help us out on this.ā People really appreciate that.
Be confident that youāre owning up to it and youāre going to facilitate and make sure they find the answer(s) theyāre looking for. Youāre a part of that process!
4. Donāt multi-task - LISTEN!
This is the hardest but most important piece of advice I can share. Never multi-task by looking on your phone at social media when someone is chatting with you. Be present. Take careful notes as the person is talking to you. You may need to follow up on something.
Act as if theyāre talking to you across the table and youāre both having some coffee or tea. Listen to what theyāre saying or asking. Allow people to complete their thought before you try and jump in with your answer or reply.
I had someone who called in and wanted Technical Support even though I amĀ Customer Care. I allowed them to walk through what they were going through and listened all the way through. They actually solved their own problem without me saying a thing! They were ecstatic and thanked me for just listening.
Obviously, that doesnāt happen every time, but it’s worth it for the times it does.
One last tip - get talking!
Those are the core four! If youāre a customer-facing rep, business owner, technical support expert, or pretty much any position engaging with others, these four areas should help you in having more meaningful and engaging conversations with others.
Got your own tips for engaging with others? Weād love to hear your thoughts in the comments below!
