8 Things to Remember in Customer Interactions

Customer service (CS) and customer experience (CX) professionals are designated brand advocates, as first points of contact. At the end of a typical CX interaction, a customer will be left with a feeling. Going forward, this will, most likely, be the feeling they would attribute to the brand. Creating positive sentiments about the brand and maintaining it are big opportunity areas. Often called customer interactions, these sentiments provide opportunities for companies to engage with their customers, understand their needs, resolve issues, and build lasting relationships. How a company handles these interactions over the phone, via email, or in person, impacts customer satisfaction and brand loyalty.

In this article, we will explore what customer interactions are, the stages they go through, and the best practices to improve them.

What are Customer Interactions?

Customer interactions are the various touchpoints between a business and its customers, spanning multiple communication channels such as phone calls, emails, live chats, in-store visits, or social media. What are customer interactions really about? They are more than just service exchanges. They represent an opportunity to engage, build relationships, and enhance customer satisfaction. Each interaction plays a crucial role in shaping the overall customer experience and determining customer loyalty.

To improve customer interaction, businesses must understand the significance of each contact with the customer. It's about fostering positive experiences that lead to lasting relationships. As such, managing these interactions effectively is vital for success.

What are the Stages in the Customer Interaction Cycle?

Stages of customer interaction describe the steps in the journey that a customer takes from the initial contact to the resolution of their needs. Understanding these stages is critical for businesses aiming to refine their customer service processes and improve customer interaction.

Greeting

The first stage of any customer interaction is the greeting. This is the moment a customer is acknowledged, and it sets the tone for the rest of the conversation. Whether the interaction occurs in person or via phone, a warm and friendly greeting is essential. It makes the customer feel valued and establishes rapport. A great greeting encourages a positive start and sets the stage for effective communication.

Understanding

In this phase, the goal is to understand the customer’s needs thoroughly. How do you interact with customers to ensure you fully grasp their concerns? Active listening is key. Ask probing questions, validate their concerns, and give them the opportunity to express themselves. Once the representative has a clear understanding, they can proceed to offer a fitting solution.

Agreeing

Once the customer’s issue is understood, it’s time to align on the best solution. This stage involves presenting possible solutions and agreeing on a plan of action. It’s important to clarify the steps involved and set expectations clearly. Being transparent about what can and cannot be done will help prevent misunderstandings.

Delivering

This stage is all about executing the agreed-upon solution. Whether it's providing information, processing an order, or resolving an issue, this is when the customer receives the result of the interaction. How should we interact with customers in this phase? Keep them informed of progress, and ensure the solution is delivered as promised. This step requires attention to detail and efficiency.

Closing

The closing phase marks the end of the interaction. Summarise the actions taken and verify that the customer’s concerns have been fully addressed. A polite and professional closing leaves a lasting positive impression. It’s also an opportunity to express gratitude and reinforce customer loyalty.

Best Ways to Improve Customer Interactions

Now that you understand the stages of customer interaction, let's explore how to increase customer interaction and provide an exceptional customer experience. Here are some best practices for enhancing your interactions with customers:

Show Empathy

To increase customer interaction, empathy is crucial. Empathy involves understanding the customer’s emotions and showing that you care. Customers who feel understood are more likely to be satisfied, even if their problem isn’t immediately resolved. Phrases like "I understand how frustrating that must be" or "I can see how that would be concerning" can help you establish a deeper connection with the customer.

Be Transparent

Being transparent with customers helps build trust and sets clear expectations. If there are delays or complications, explain them to the customer upfront. Honest communication fosters loyalty and helps mitigate frustration. Let customers know exactly what to expect and provide realistic timelines to manage their expectations.

Create a positive vibe

The focus should be on positive ways to convey the situation at our end. For example, “Let me check on this and get back to you” can replace “I’m not sure” or “I don’t know.” When we say “no problem,” it could lead the customer to think there might have been a problem. Instead, we can say “You’re welcome” or “my pleasure.”

Be a good listener

How to interact with customers in a way that shows you care about their needs? By listening attentively. Most customers are looking for resolutions. They want to be heard. It helps to hear them out so we can get the full context before we offer a response. Listening to them will also help us relate to them and empathise with them better. Showing empathy in turn bolsters the customer’s trust in the brand.

Commit to definite timelines

Another essential aspect of how to interact with customers is committing to definite timelines. A typical rule of thumb in customer service is promising only what is possible. When we offer realistic estimates, it accentuates the customer’s confidence in the brand. So, it is alright to say, “Let me get back to you on that.” We can always check in internally to confirm our best response and get back to the customer after some clarification.

Keep the conversation open for resolution

In many instances, there may be no direct resolution to the customer’s issue because the brand’s rule-book doesn’t specify. A good response here will be, “I understand your frustration in this situation. Let me see how best we can resolve this for you.”

Follow Up on Every Customer Interaction

Following up is a simple yet powerful way to increase customer interaction. After an interaction, reach out to the customer to thank them for their time and check if the solution was effective. Following up allows you to gather valuable feedback, address any lingering issues, and improve the service for future interactions.

Practice emotional intelligence

As customer service representatives, we have the opportunity to turn around difficult conversations into positive experiences for customers. According to the customer, they are speaking with the brand and not one individual. Using language like “we” or “I” breaks away from the “us vs. them” narrative, suggesting that we are working with the customer as a brand to resolve their query. Customer support agent skills are enhanced by emotional intelligence (EQ).

Conclusion

Customer interactions are necessary for the success of a business. When you understand the stages of customer interaction, you can increase customer interaction and build stronger relationships. You should show empathy, be transparent, practice active listening, and follow to elevate your customer service and foster loyalty.

As customer service executives, we strive to make a good brand impression in every interaction. At HGS, we empower our executives to deliver delight in each interaction. Join us by applying for call centre jobs in UK. Those interested in pursuing a career in customer service can also explore tips for a better career growth in call center to gain valuable insights and opportunities for advancement.