Trust is the cornerstone of every customer relationship. Here are six ways to build it day in, day out.
According to sales and service expert Jeffrey Gitomer in his Little Teal Book of Trust customers confidence will grow if you:
- Tell the truth. This is especially important when it’s bad news. Customers can handle setbacks or mistakes, but they won’t accept anything to cover up the truth.
- Always deliver what you promise. Promise less than what you know you can deliver. You’ll wow customers when you deliver more than what was promised.
- Communicate quickly. Whether you have a complete answer or not, respond to e-mail, phone messages and missed communication within a day.
- Be extra friendly. People who smile more are believed to be more honest than those who do it less frequently, studies have shown.
- Stay sincere. Actions need to be in line with words and tone. For instance, if you say, “We appreciate your business,” while using a flat tone, customers won’t trust it’s true.
- Be consistent. All of these keys have to be practiced by everyone in your contact center (even better, by everyone in your company) every day for it to matter.
