Customer care must be as much of a concern as submitting perfect content marketing copy. The better your customer service, the chances are that your client will request more work from you.
Communicate Clearly to Avoid Confusion
Clear communication with a client starts with you. If you receive a request for your writing service and you don’t understand, don’t guess. Ask! The methods of interacting with potential and current customers are growing. Writers and clients communicate via:
- Phone using text or voice.
- Social media channels: Facebook Messenger, Twitter, and Instagram.
- Advertising company platform.
- Websites for freelancers.
You may think of communication as mostly talking, but one of the most useful skills is listening. Pay attention to what the client is describing, requesting, or demanding.
It takes practice to talk or write messages professionally with someone. When the person isn’t present or visible, you cannot see their body language and facial expressions. This is why it is important not to assume when you’re not 100% sure what the client needs from you.
If you make assumptions, you may waste energy and time on writing copy the customer didn’t want.
It does sometimes happen that a client is finicky, and even though you’re sure you’ve met their requirements, they may still not be fond of your work. That’s okay. The problem could be that they don’t know how to communicate what they want. It’s not your fault.
Show Confidence in Your Business Communications
There’s a big difference between confidence and arrogance. Showing your audience that you know what you’re doing influences them to use your services. You’ll notice those customer service representatives that excel in any area of business appear confident. Here are some tips for showing confidence:
- Celebrate your successes, big and small.
- Speak up and don’t be afraid to share your ideas.
- Take action to solve problems.
- Make notes on what actions are successful and failures.
- Be assertive, not aggressive.
- Don’t be afraid to say no. You’ll set yourself up for customer dissatisfaction if you take on too much work or promise service you cannot deliver.
It’s easy sometimes to let negative self-talk take over your confidence. You’ll need to find strategies to overcome self-doubt and insecurities. Many people turn to mindfulness, reading books or watching videos about self-empowerment, or meditation.
Time to Be Agile, Not Inflexible
Not every customer is the same. Some people may let you have all the creative freedom you want to write content marketing copy. Other people have guidelines and boundaries you need to stay within. So, two different clients may request the same type of marketing copy, but you need to approach the projects differently. Here is a handy resource from Brian Clark from Copyblogger Media that talks about the importance of agility.The-7A-Framework
It is easy to understand that your clients have their own unique brand, voice, and temperament. Sometimes, it can be difficult to relate to one another when your interactions become tense. Don’t let emotion override common sense. Take a break. Refrain from arguing or showing you’re upset. This can be for some, one of the hardest parts of providing customer service.
Learn to Act Tactfully With Your Customers
We’re experiencing a time where we trust the reviews of strangers to help us purchase products and services. Most customers are reasonable. It would help if you had a high percentage of positive reviews to grow your audience and business.
However, every one providing customer service knows the challenge of the encounter with a demanding customer. Poor customer service will harm your reputation. It’s helpful to know that awkward interactions happen to everyone. Common ways to address problems include:
- Assure the customer you’re concerned about the issue.
- Don’t take irrational behaviour from the customer personally.
- Fix the problem.
- Please explain how you can make the situation better for them.
We all know the saying that practice makes perfect. Keep an eye out for people who give superb customer service. Learn from them and make a note of what it was that made you feel delighted as a customer. Do you have any suggestions for working with customers? Please share your experiences and how you overcame a problematic client interaction.