5 Tips to Improve Customer Communication

4 min read


Since the customers are the main assets of any business, it is important that communication is well organized. In fact, you may be selling the best product or service on the market, but if customer communication fails, your business is at serious risk of failing too.

The Importance of Customer Communication

Good communication is the main basis for a healthy and productive work relationships. And this is no different when it comes to the customer.

In fact, when the communication between the company and the customer is efficient, it becomes easier to solve the most complicated situations that occur daily. Whether customers are not satisfied with your product or service, whether it's solving a problem, or even answering a question.

It is also important not to forget that we live in a digital age where social networks play a leading role. In this way, the last thing a company wants is to have a bad reputation as customers may complain about not receiving answers in a clear and objective way.

To prevent this from happening, there must be clear and accurate communication. Although it is not easy to deal with some clients, it is necessary to make a prior assessment of the language, both body and verbal, in order to define your best approach and, therefore, establish a relationship by communicating easily and directly, avoiding second interpretations.

5 Tips to Improve Customer Communication

#1: Know what to say:

Often, the lack of good communication between the company and the customer is related to the fact that the employee does not know what to say, or how to structure his message.

To avoid this, you must make sure that your employees know what to answer in all situations by evaluating what is asked of them. Avoiding ambiguous expressions or "I think" is a great way to show that the employee knows what they are talking about. Note that you should never make up information or lie, this just shows your customers that you are underestimating them.

When you're caught off guard by a question you don't have an answer to, it's best to be honest with the customer. You should say that this has never happened and that situation deserves an exhaustive analysis and that you will find a solution.

#2: Attention to Vocabulary:

In contacts between company and client, professionalism must be taken into account. You should avoid slang and, at the same time, speak or write formally.

After getting to know the client better, you can use a more relaxed tone, but, as a general rule, an objective, formal and didactic tone is the most appropriate.

#3: Be Objective:

Getting straight to the point is crucial in communication between a company and the customer. If the customer decides to contact the company, it is because they want something and they do not want to waste time. So be objective and speak bluntly.

#4: Exclude ironic tone and aggressiveness in speech:

Not all of your employees have the right profile to talk to customers. If there are people who know how to listen and communicate clearly, even with the most irritated customers, there are others who "boil in little water" and may be more aggressive or ironic in their way of communicating. Now, this is to be avoided. Employees who deal with customers must always appear calm, patient and in good emotional control.

#5: Don't Forget to Listen:

For good communication to exist, listening is essential. If you don't listen to the other side, you won't be able to respond in the most appropriate way.

Even in situations where you don't agree with what the customer is saying, you should listen to them without interruption. Then you can propose the most appropriate solution to the problem.


Good communication between a company and the customer is crucial. It is important that all workers in contact with customers have the necessary skills and training as well as the right personality so that this communication can be done naturally.