Customer service

Good customer service is something close to my heart. I think that most companies could probably do a better job if they thought a little more about what they say and do. A recent posting by Jackie Huba on “Church of the Customer” is a good illustration of how to connect with your customers by using key words.

Jackie makes a good point about creating an emotional connection by using less formal language. I would agree with her there. While it is important to speak the language of your customers, it is also important to communicate your passion and enthusiasm about your company and its products. If you don’t believe in them, who will?

Sometimes, the formal prose of business is too stilted to evoke any emotion from your customers. Translating your company’s passion in your products into the language you use to communicate with your customers can increase the emotional bond you make with your customer, which in turn could translate into increased sales.

How this applies to your company will depend on the business you are in, but almost any company will benefit from a sense of fun and enthusiasm mixed with a professional approach.