Communication effective people: the importance of customer care

Building a positive brand reputation is among the first priorities of an entrepreneur who creates his company from scratch. We live in a hyper-connected world, where consumers’ words play a key role and have viral reach: even a simple negative review published in the wrong moment can result in a loss of customers, both regular and potential. In this scenario, customer care is one of the most important pillars for building a positive brand reputation. We live in the age of Whatsapp, chatbots, tweets, yet there are still those individuals looking for human contact, even if only a voice on the other end of the phone.

The key word? Human skills. This means the ability to have frank conversations, to identify and anticipate customer’s needs and to suggest possible solutions to the problems that may arise when approaching a product or service for the first time. In short, fewer automatic responders and more human relationships, which promote trust towards the brand and the values ​​it represents. A solid basis on which to grow a new business: innovation and differentiation are of course important, but human skills are pivotal.

What Customer Care represents

Customer Care is not just customer assistance. It is rather an integrated part of a long-term marketing strategy, which has one purpose: to build a trustworthy image in every channel. Therefore, it is crucial that people speaking to customers know that they are representing the company. The business organisation, vision and mission, the values ​​that lie behind the products must be known inside out. For this reason, it is important to support the new generation of customer care workforce with an ad hoc training project.
In this case, improvising has never served anyone well.

GardaSolar and customer care

For us at GardaSolar, Customer Care is fundamental, not only in solving problems, but also in developing new ideas. Without considering our role as pioneers in sustainable tourism, of which we feel we are guardians and innovators. Guiding our customers in their choice to switch to electric boats and vehicles is part of our job. For some entrepreneurs, electric mobility is a world yet to be explored. Our role is to “take their hand” and to guide them to overcome new challenges. For example, the fact that the investment can be recovered very fast – in just one year – and that it is up to 5 times more profitable than a traditional boat rental, is a key information that must be communicated. But whatever the topic, it all comes down to this: people that know how to communicate effectively.