The ability to connect and communicate well is a necessary factor for any individual within a business or organization. A level of social intelligence will help drive the company toward success, as this necessary communication capability is at the heart of dealing with all types of customers.
Maribeth Kuzmeski, author and president of consulting firm Red Zone Marketing, recently spoke at a conference in Denver about the importance of social intelligence and how it's vital for advisors to be willing to work on their ability to effectively collaborate with their customers.
"Too often, we want to keep the personal relationships separate from our business relationships," Kuzmeski said "But why? Think about it; your best relationships are your personal relationships; they want to do business with you."
Even with effective communication, sometimes, customers will become angry. According to Geoffrey James, in a recent Inc.com article, some key aspects to keep in mind during those situations are to not react to the anger and to expect and demand civility.
A customer's anger is only likely to be further inflamed if confronted with the same emotion in return. Remain civil, James wrote, and make it clear to the consumer that you plan to help them in whatever way possible, as long as they are willing to work with you.
The beauty of partnering with an answering service is that social intelligence is not something that needs to be taught. These individuals are well-versed in proper customer service techniques and are always willing to work with customers to help get them through their issues, whatever they may be.
In addition, by having phone, email or text messaging available as means of communication, customers will always be able to reach a live individual, ensuring that their concern will be dealt with in a quick and courteous manner.