Does your call center know the German customer?

When you hear the word “competition,” you’re probably not thrilled. However, it’s something you can’t really avoid. Competition exists everywhere in the field of business, but it doesn’t mean that you’re automatically doomed to fail when going against other brands. In fact, it presents entrepreneurs an opportunity to differentiate themselves from other firms.

Customer service is one of the things that would allow you to elevate your brand above competitors. If you deliver the kind of service that your customers would remember, more people would keep coming back to you.

In the German market, an entrepreneur’s most crucial task is to capture the attention of their target audience by delivering good customer service. Every call center and brand manager, therefore, must understand the unique cultural traits of German customers, as these may influence their purchasing decisions. Here are some things you should remember about this consumer group.


1.     Germans are planners.


Many describe the German culture as a planning culture. Careful planning, whether it be for their daily activities or personal goals, provides them a sense of security. Thus, you can expect a German consumer to deliberate their purchases before actually pushing through with them.

What does this mean for customer support representatives?

When pitching a product or service to a German customer, sales agents shouldn’t expect an instant response. They should give them enough time to weigh their options. A German customer would surely appreciate it if you don’t force them to buy from you.


2.     They are reserved and formal.


When talking to a German customer, formal greetings and expressions are important. Call center agents must always adopt a professional and respectful tone when speaking to them. They also expect colleagues to call them by their title and surname, unless they invite others to call them by their first name.


3.     They don’t usually believe in unproven claims.


When it comes to business communication, Germans are wary of claims that sound too good to be true. This means that you can’t expect German customers to believe your advertisements if they’re not backed up by reliable evidence.

In order to gain the German customer’s trust, make sure that your advertisements or pitches are informative. Try to present details objectively as much as possible and acknowledge the pros and cons of the products and services you’re offering.


4.     You’re expected to speak their language.


One of the most effective ways to capture the German market is to partner with a bilingual call center. This will allow you to save money as you communicate with your target customers using their language. More importantly, German consumers would appreciate the effort you exert in reaching out to them.



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