What is Direct Customer Contact? Differences from Indirect Customer Contact
The way you communicate with your customers can have a significant impact on their satisfaction. In this article, we explain the differences between direct and indirect customer contact and provide examples for each form of communication.
1. Direct communication with the Customer:
In direct customer contact, you communicate personally and verbally with your customer. Generally, you are in the same room and can discuss your concerns clearly and directly. This can even be enhanced by subtle communication (gestures, facial expressions). Direct contact is ideal for conveying and receiving clear information and facts.
Examples of direct customer contact include personal advice in the store, an interview or meetings, as well as phone calls and other conversations. Even during video conferences, partners can see and talk to each other simultaneously. There are various tools for video conferencing that are particularly suitable for this purpose. Direct contact has the advantage of quickly clarifying misunderstandings and supporting communication with non-verbal signals.
In direct customer contact, it is important to show professionalism and courtesy. A friendly smile, attentive listening, and open body language can help the customer feel comfortable and taken seriously. Additionally, direct contact allows you to respond immediately to the individual needs and questions of the customer and to offer tailored solutions.
2. Indirect communication with the Customer:
In this case, you transmit information not verbally in the presence of the interlocutors, but in writing, through hints or elaborate messages, possibly with images or symbols. The disadvantage is that misunderstandings can arise because there is room for interpretation. And since the interlocutors do not see each other, communication cannot be supported by gestures or facial expressions.
Examples of indirect customer contact include emails, written letters or reader letters, SMS, and short messages via contact forms. Indirect communication requires clear and precise formulations to avoid misunderstandings. It is important to ensure a courteous and professional language and to make sure that all important information is included.
A major advantage of indirect communication is the ability to document information and refer back to it later. This can be particularly useful when it comes to contract details, offers, or technical instructions. Additionally, written communication gives the customer the opportunity to respond and think at their own pace.
