In the age of technology, it's important for businesses to be able to build genuine relationships with their customers. This is true for businesses of all sizes and across all industries.

In fact, according to a recent report from PwC, 73% of consumers say that a positive experience is one of the key drivers to influencing their brand loyalties.

The best way to create a positive experience for your customers is to provide genuine and engaging customer service. Not only will this help you build a loyal customer base, but it will also increase your business' bottom line.

In this post, we'll cover 13 techniques for providing genuine and engaging customer service.

1. Use the right customer service words

The words you use in your conversations with customers are important. They can make the difference between a customer feeling heard and respected, or feeling frustrated and unimportant.

One of the most important things you can do to improve your customer service conversations is to use the right words. Here are a few examples of words and phrases to use and avoid in your customer service conversations:

  • Use the customer's name: Using the customer's name is a simple way to make your conversations with them feel more personal and engaging.
  • Use positive language: Instead of saying “I don't know,” say “I'll find out for you.” Instead of saying “I can't do that,” say “Here's what I can do for you.”
  • Use “we” instead of “you” or “I”: Using “we” in your conversations with customers can help make them feel like you're on the same team.
  • Use “unfortunately” instead of “I'm sorry”: Saying “I'm sorry” can make it sound like you're taking the blame for the problem. Saying “unfortunately” can help you express empathy without taking the blame.
  • Use “thank you” and “please”: Using “thank you” and “please” in your conversations with customers may seem obvious, but it's important. Customers will appreciate that you're being polite and respectful.

2. Make it personal

Gone are the days of impersonal customer service. Now, more than ever, customers expect a personalized experience when they reach out to a business.

One way to make your customer service more personal is to use the customer's name. This simple touch can make a big difference in how the customer perceives your service.

Another way to personalize your customer service is to use the customer's purchase history and other data to tailor your responses to their needs. For example, if a customer reaches out about a problem with a product they purchased, you can use their purchase history to see if they've had similar issues in the past and how you resolved them. Additionally, hosting exclusive events can enhance customer engagement and loyalty. To ensure a seamless experience, working with a professional event agency can help create memorable interactions that strengthen your brand's connection with its audience.

This can help you provide a more targeted and effective solution, and it shows the customer that you care about their individual needs.

3. Smile as you speak

It may seem a little old-fashioned, but it's true: smiling as you speak can be heard in your voice.

If you're having a bad day, it's natural to want to vent. But if you're on the phone with a customer, it's your responsibility to leave your personal feelings at the door.

If you're answering a customer's question or solving their problem, it's likely that they'll be in a good mood.

If you're not, a smile can help turn your mood around and make sure your customer can hear the positive energy in your voice.

4. Listen to your customers

Customers are the lifeblood of any business. If you don't listen to them, you're missing out on a lot of valuable information. Make sure you take the time to listen to your customers, whether it's in person, on the phone, or online.

Listening to your customers is a great way to build trust and rapport. It shows that you value their opinions and are willing to take the time to hear what they have to say. Plus, you might learn something new about your products or services that you can use to improve your business. To separate the wheat from the chaff – i.e., identifying real patterns in customer experience versus isolated cases of customer feedback – it's wise to create an assessment or survey. This allows you to collect, evaluate and understand insights in greater depth.

5. Solve customer problems

Some customers come to you with a problem. Others might not even realize they have a problem until you point it out to them.

Either way, your goal is to solve the problem — and that might not always mean giving customers exactly what they ask for.

The key to solving problems is to ask questions and listen to the customer's needs. Then, you can assess the situation and determine the best course of action.

6. Don't take it personally

If a customer is upset, it's easy to feel like they're upset at you personally. But, most of the time, the customer is simply upset about the situation. They don't know you, and they're not trying to take it out on you.

That's why it's important not to take it personally. If you do, it can be difficult to engage with the customer in a way that's helpful. Instead, try to empathize with the customer and understand their perspective.

Remember, the customer is upset about the situation, not you.

7. Be honest

Sometimes, things go wrong. When they do, it's important to be honest with your customers. Don't try to cover up a mistake or pretend it didn't happen. Instead, own up to it and apologize.

Customers are generally pretty forgiving if you're honest with them. But if they think you're trying to hide something, they're likely to get upset. So, be upfront and transparent, and you'll be able to maintain a good relationship with your customers.

8. Train your staff

Your customer service agents need to be trained in how to respond to customers. They also need to be trained in your products and services, so they can answer questions accurately and quickly.

Training your staff may seem like a lot of work, but it's worth it in the long run. Customers will appreciate the fact that your staff are knowledgeable and helpful, and they are more likely to come back to your business in the future.

9. Use positive language

The words you use are important, so be mindful of your language. Positive language can help you manage customer expectations and improve their experience.

Positive language can help you express empathy, focus on what you can do, and show your customers you care. This can help you build rapport and trust with your customers, and it can also help you build a positive relationship with your customers.

Here are a few examples of how you can use positive language to improve your customer service:

Instead of saying, "I don't know," say, "I'll find out for you."

Instead of saying, "I can't do that," say, "What I can do is…"

Instead of saying, "You need to," say, "I recommend that you…"

Instead of saying, "You should have," say, "Next time, you might want to…"

Positive language can help you manage customer expectations and improve their experience.

10. Admit when you're wrong

Your business is run by humans, and humans make mistakes. If a customer is upset due to a mistake on your end, own up to it. This will help you maintain their trust and loyalty.

Even if the mistake was made by a different department or employee, it's important to take responsibility. After all, the customer is contacting you, not them.

Apologize and offer a solution to the problem. This could be a refund, a discount on a future purchase, or even just a freebie. The key is to make amends and show the customer that you value their business.

11. Don't make promises you can't keep

The last thing any customer wants is to be let down by a company they trust. If a customer asks you a question and you're not sure of the answer, it's better to tell them you're not sure than to make up an answer to get them off the phone.

Customers are smart, and they'll know if you're not being honest with them. If you're not sure about an answer, take the time to find out what the correct answer is, and then get back to the customer. It may take a little more time, but it will show your customers that you care about getting them the right information.

12. Be patient

Patience is a virtue, and it's a crucial one for customer service. Customers might not always be as patient as they should be, but it's important that you and your team remain calm and collected when dealing with frustrated or angry customers.

It can be easy to take things personally, but remember that the customer is upset with the situation, not you. Be patient and allow them to express their frustration, and then work to find a solution to the problem.

13. Ask for feedback

Asking for customer feedback isn't just a good way to gauge customer satisfaction. It also shows that you care about your customers' opinions.

There are many ways to ask for feedback, including surveys, review requests, and social media comments. You can also ask for feedback directly in your customer service interactions.

For example, if you've just helped a customer solve a problem, you could ask them to rate their experience. If you get a positive rating, you could then ask the customer to leave a review. This is a great way to turn a negative experience into a positive one.

Conclusion

Genuine customer service is not just about being friendly and approachable, it's also about being authentic and human. Your customers want to feel like they're heard, understood, and cared for. With the right customer service techniques and tools, you can make that a reality for them.