Tips for chatting with customers

Do not forget to say hello and goodbye

When a customer writes to you, you should welcome them properly, for example: "Hello, thank you for your question." If we know the customer's name, let us address them by it. At the end, do not forget to say goodbye and encourage the customer to come back: "Thank you for visiting, Mr Novák. If any other questions come up, do not hesitate to contact us."

Give your customers your time

Take the time to listen to your customers' questions carefully and give yourself enough time to answer. Talk to the customer for as long as it takes. Never begrudge the time and give the customer as much of it as they need. Every customer matters to us. Answer every question, even the obviously silly ones. Listen to your customers and give them what they want.

If something is going to take a while, tell the customer

A customer comes with a question you cannot answer straight away. In that case, say so. It is usually better to overestimate the time slightly – to say it will take longer than you actually think – so that the customer is not left waiting for nothing. If you handle the request faster, the customer will appreciate it, but if you answered later than you promised, you would disappoint them.

The customer does not want to chat but needs information. Contact them by email or phone.

If a customer prefers to communicate by phone or email, let them. If you have too many chats, nobody to help you and therefore no time for calls, explain the situation to the customer. If they do not mind, you can agree to get in touch later.

Do not forget to say thank you

When a customer buys a product, or at least takes the time to chat with you, thank them. It definitely pays off.