Keeping everyone happy during tough times
Due to its nature, the COVID-19 pandemic has challenged organizations across the globe to innovate and adapt. In many cases, companies are doing more with less (because of a sick workforce or budget cuts.) Either way, this does not make for an ideal climate for employees or customers.
One question at the forefront is: How can you maintain customer service and satisfaction with efficiency in mind? Here’s what the experts recommend:
Be transparent. If your team is overwhelmed with calls and emails, acknowledge that. You might say something to the effect of, “Due to COVID-19, we are experiencing an unusual volume of customer inquiries. We appreciate your patience and we will respond in the order received.” Most people are understanding if you lay out the situation.
Humanize your brand. It’s a fact that people do business with people they trust. Don’t underestimate the power of connecting on a deeper level. Right now, money and patience may be in short supply. What can you do to provide some relief? Waive late fees? Distribute a list of resources in the communities that you serve? Make a donation to a charitable cause? Such efforts pay off in the long run, even if they are not immediately quantifiable.
Collaborate. You may be tempted to cancel or limit all-staff meetings, trainings or even communications when times are hectic, but this isn’t the time to do so. Now, more than ever, staff need to feel connected and need to be properly trained on how to address questions or concerns. Plus, this is the occasion for management to express gratitude and lift the mood. Your team may feel spread thin, but a simple “thank you” is always a good idea, especially if morale is waning.
Bonus tip: Enlist a call center partner like XACT and take some of the pressure off your team. With state-of-the-art technology and a hardworking team of globally-based customer service team members, we are wholly committed to giving our partners affordable and effective solutions to their woes. Contact us today to learn more, or give us a call at 877.XACT-877 (877-922-8877).