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How Do You Build Confidence in Customer Service?


Presented By: CrmXchange

Contributed article by Thomas Jackson

The only way you can get any ROI from your expensive advertising and marketing campaigns is if it convinces customers to purchase your products. Moreover, advertising aims to make conversions that lead to a long-term relationship and customer loyalty instead of a one-time purchase. This can only happen when the customer is confident in the product you’re selling or the service you’re rendering as a company. 

Unfortunately, many people don’t think brands are truthful or accurate in marketing. It’s more alarming that most of these consumers believe that trust is crucial when making buying decisions, yet only a handful trust the brands they patronize. 

You’re probably wondering why customer confidence matters if customers already buy from a brand they don’t trust. The truth is, if customers are made to trust and have confidence in a brand, they’re always going to come back and patronize again. They become loyal and pitch the brand to other customers through word of recommendation. They are also going to go to great lengths to defend the brand against negative perceptions and reviews. Customers are strong allies that every company needs in a competitive marketplace, and this starts with trust. Hence, it’s important to build customers’ trust and confidence in your service. 

The foundation for a lasting sales relationship is customer confidence. It’s the best way to ensure customer retention because they know you’ll deliver quality services or products when they need them. 

How to build customer service confidence

These are the tips for building your customer’s confidence in your service:

1. Know your products

You cannot exude confidence if you’re not sure what you’re saying. So the first step to building customer service confidence is to know your products well. This allows you to spend credibly and confidently. 

2. Ask the right questions.

Asking your customers specific questions about their application and job shows that you care. Much more, it shows your knowledge about what you’re renting, and this knowledge allows you to meet their needs with the right product confidently. This means that you can provide them with the help they need. So, they won’t only come back to you; they’ll also refer you to others.

3. Anticipate customer needs

An excellent way to build customer trust and confidence is to think two steps ahead of them. Anticipating a customer’s need for a product or service beforehand and making the right provisions makes them feel like you understand them and are taking care of them. You can use customer service software to track their preferences and habits and send them reminders to reorder products that match their buying habits. 

4. Be transparent about your product knowledge.

You can’t “fake it till you make it” with customers even if you’re learning about a new product, service, or new job. You need to keep yourself as informed as you can be, but it may take a while before you know it. Whatever the situation is, ensure you’re not providing customers with inaccurate information. It’s okay to tell the customer you don’t know instead of misleading them but ensure to add that you’re going to find out and get back to them within a timeframe. Provide them with all necessary details accurately, and communicate with them if you take longer than expected to get the information they need. This keeps your integrity and your organization in shape and solidifies customer confidence. 

5. Be careful with non-verbal cues.

Your body language and other non-verbal forms of communication are as important as the words you speak. You will smile more often when you’re confident and maintain good eye contact. You won’t be hiding from customers or slouching. You are always ready to step up and provide help. 

6. Be personable

If you’re confident, customers will be more comfortable around you and willing to transact with you. There are likely many other competitors for the product or service you’re offering, but if you’re relaxed and personable, customers will continue doing business with you. Again, this is because they are more comfortable around you and can build a connection with you. 

7. Share customer experiences

Customer testimonials are an essential type of marketing. It has become commonplace now for shoppers to search for reviews of a business before deciding whether or not to patronize them. You can use this to your advantage by reaching out to your loyal and long-standing customers for a statement and asking them to drop their reviews after completing a purchase. People tend to trust their friends, peers, or people with similar interests to a sales pitch from a company. So, post the testimonials of your satisfied customers on your channels. 


Building customer service experience is significant to building your brand and company’s reputation. It is also a sure way to ensure your business succeeds. 

Author Bio

Thomas Jackson is a professional freelance content writer at essayontime and an active member of several writing clubs in New York. He has written several songs since he was a child. He gets inspiration from the live concerts in front of close friends and family members.