Customer service is a great determiner of business growth.
It shapes how customers and potentials perceive the business and eventually their decision to either invest or look elsewhere. Due to the pandemic, some companies have seen a drastic rise in number of queries from customers and others a fall. As it stands, the responsibility of brands is not only prompt response to the queries but also adherence to Covid-19 safety measures for the wellbeing of their customers. This article highlights some customer service delivery and recovery techniques that can help you connect with customers and protect your brand.
Educate staff about self and customers’ safety
Customers are largely sensitive to brands’ perception of their safety. If a brand is trivializing the impact of the pandemic, they can take that as a reason for seeking alternative products and/or services providers.
It can also ruin the reputation and any chances of the company surviving if the work permit is revoked. Other times, a negative attitude towards customers’ wellbeing is not direct. It can be a service agent moving too close and posing a risk to their wellbeing while offering solutions. Educating your staff is a sure way of ensuring that service agents know about their role in safeguarding the customers’ wellbeing and the company’s reputation. It eliminates guesswork from the equation by equipping them with the recent information about safety and customer service expectations.
Care for the teams’ wellbeing
Great customer service can only come from a great team. In this sense, it means motivation, professionalism, all-rounded wellness, and competence. While educating them on what they should do to be safe, you should also play your part of ensuring the safety of your customer service team. This will lead to an instant boost in morale, participation in every-day activities, and internal collaboration.
The service team interacts with customers the most. Here, they are likely to interact with customers who also veer off to personal issues when seeking help.
How they present themselves at these times of grand uncertainty will reflect the company’s stance and determine buying decisions from the community. It is thus imperative that you train the team on how to deal with the different manifestations of struggle from customers due to the pandemic and offer exceptional service.
Adjust communication techniques
The pandemic has largely pushed for a change in business structure. Some have gone fully remote and others partial. Regardless of the path that your organization has taken, customer service is still playing a pivotal role in determining the excellence of the company. Research shows that 93% of customers are likely to make repeat purchases in companies that offer exceptional service and refer at least 11 people. However, if the customer experience is negative, they can discourage at least 15 people from choosing a particular company.
This calls for adjustment of communication techniques in terms of channels, speed, and personalization. Speed calls for the use of live communication platforms, establishment of a knowledge base, and hiring more talented customer care agents to reduce traffic due to common queries.
Increase knowledge levels
Whether your customer service team is working from home or on site, encouraging proactive communication can massively impact the company’s results. Inform your team about changes that can affect customers and encourage communication to prevent frustrations and query overload and safety guidelines established by the company, nation, or international bodies.
Also, whether the team is working from home or in a socially-distanced site, there is minimal to no chance of turning to their colleagues for help while customers are on the line. Ensure that they know about the ins and outs of the products and/or services for remarkable experiences.
The health challenge has pushed many industry experts to innovate for exceptional operations. In addition, customers’ needs and communication platforms are changing. Whether it is about a working location or the tools, adopting a flexible mindset will make it easy for you and your team to navigate through the uncertain times.
Another way of ensuring exceptional support is simplifying activities. Right now, many customers are turning to entertainment to reduce the mental challenges posed by the pandemic. It is highly unlikely that they will spend their time going through lengthy shopping processes while there are other platforms that are faster and more efficient.
Review the content from customers
As situations change, so are customers’ behaviours and demands. Reviewing content in different platforms and taking note of common quests will help you to predict demands and behaviors and take the necessary measures to safeguard the relationship. On the other hand, by ignoring, they may assume you are insensitive, underestimating their roles, or are capitalizing on irrelevant matters.
Customers are massively intolerant of poor service. However, disruptions by the pandemic should not be a reason for you to record decline after decline or exit the market. Refining your communication platforms, being open to change, advocating for empathy and quick responses, educating about personal and societal safety guidelines are sure ways of keeping your brand in the market.