3 Tips to Improve Customer Service Relations during a Global Crisis
Pipplet • 15 avril 2020
If you ever want to challenge businesses to rethink their operations, imagine living in a time when a global pandemic breaks out and everyone has to restructure their working situations. Which departments are likely to begin to take priority. Which are more likely to experience an uptick in communication? Well, whether you’re a B2B, B2C or C2C, more than likely, customer service will be on the short list. People will always want to be assured they will still be able to receive customer support, even if other operations have been suspended. Customer questions however are never in suspension, so it is important to make sure your customer service teams have several contingency plans in place to handle this.
If your business is looking for ideas to sustain customer and client satisfaction through operational challenges and higher than normal customer support demand, these 3 tips will help to incorporate a streamlined process to handle any major world changes.
1. Start opting into flex-work options for your employees
Flexible working situations is something many companies have discussed, but have been slow to execute. Encouraging a work from home
(WFH) option or telecommuting at least once per week makes it possible to prepare for a situation where all of your customer service employees are better prepared to work from home for an indefinite amount of time.
2. Set clear guidelines on your customer and client communications framework
Sure companies are capturing large amounts of consumer data, but it is even more important to only assess the relevant data in order to forecast the types of questions your customers and clients will have. Focus on identifying the top predictable questions to be sure they are addressed and easily accessible
on your website, via email channels, social media and other outreach outlets, to reduce the influx of redundant and avoidable phone calls. Once that is done, make sure to follow through with frequent communication so that your customers and clients are kept up-to-date.
3. Don’t construct your communication around the Golden Rule - redesign service to suit your customers and clients, not your business
If you do not know the Golden Rule, it is to “Treat others as you want to be treated”. When we experience challenging situations in the workplace that trigger operational adjustments, we all have different ideas of what should be the priority.
In an article written by Destination CRM, it points out that we all have different ideas of how ‘we’ as individuals want to be treated. However, as a customer success leader or team, it is important to shift the focus from ‘we’ to ‘them’. In other words, treat our clients as they themselves need to be treated. Particularly in maintaining favorability and retaining business.
These are tips intended to be helpful not only in preparation for a global crisis that might impact your customer success operations, but also for how customer service departments and divisions should prepare for (and rethink) work post any type of business disruption or global crisis.
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