The best customer service is personal customer contact—period. No less than 90% of positive customer experiences arise from solving problems and offering extra attention. The quality of personal customer contact is all-encompassing, and consistently offering that same personal approach is the winning formula. But how? It starts with understanding who your customer is. Give your customer service the attention it deserves and start optimizing your customer interactions.

What is a personal approach?

Personal customer contact is consistent, tailored, and focused on the individual customer. From the first interaction to customer service follow-ups, every touchpoint should make the customer feel special. A truly personal approach requires detailed knowledge of your customers. Customers want specific information that is relevant to them. Communication should be truly one-on-one, making each customer feel seen and valued.

The impact of a personal approach

A personal approach significantly improves the customer experience and strengthens customer loyalty. Customers have increasingly high expectations, and it’s essential to respond to their communication preferences. Digital channels are ideal for cutting costs and improving customer convenience—but don’t overlook the personal touch.

Did you know that:

• 25% of customers who have had a positive experience are willing to sign up for loyalty programs?

• 50% of satisfied customers are inclined to leave a positive review?

• 80% of them are more likely to repurchase a product or service?
  

What makes customer service personal?

How do you make your customers feel genuinely valued rather than just another number?

Here are some essential elements:

1. Focus on the conversation
Customer contact is part of the daily routine. Whether it’s handling questions, complaints, or general communication, the key to success is always giving your full attention to the conversation. Even if the customer can’t see you, they can sense whether you are truly present or if you sound distracted, rushed, or uninterested.

2. Provide the right answer
Listening carefully is step one, but providing the right answer is just as important – especially considering where the customer is in their customer journey. If a customer has already done extensive research and contacts you for specific information, they don’t need a generic explanation. They expect you to understand their situation and respond directly to their question – this makes the contact feel truly personal!

3. Always available, always welcoming
In the past, customer service was only available during regular business hours. But customer expectations have changed: 24/7 availability is now a sign of customer-centricity. Businesses that are available almost anytime give customers the feeling that they can always rely on support. Want to provide round-the-clock service while also maintaining work-life balance? Consider outsourcing to a telephone service outside of business hours.

Conclusion: Where do you start?
To approach customers personally across all channels, you need to truly understand your customers. How? By building a complete customer profile, analyzing historical customer data, or directly engaging with your customers.

Do you want to improve your customer service and strengthen customer loyalty with a personal approach? Get in touch with us! We are happy to help you optimize your customer service and enhance your personal customer interactions.