Even if you can’t see it right away, a smile sometimes makes up for a thousand words
The last time I spoke to a customer advisor from one of our service providers, she asked me how I was doing and whether I could work from home. When she heard my child’s voice in the background, she sensitively asked how childcare was working out with me in a home office, and she told me about her own experiences with it. That showed me that someone had a serious interest in my current needs and that sales came second for now — a nice feeling of appreciation which most people need in these times of great uncertainty.
One thing is certain: In times of Corona, it is even more important to put the customer first. Customer loyalty should be the priority, not sales.
At the start of the Corona crisis, we believed that this was a temporary situation. Grit our teeth and get through it before we can go back to our daily routines. Since then, however, we have had to accept that our everyday life has changed, and we have to deal with it. This means that there are also differences in the way we deal with our customers.
Nearly half (49 percent) of those surveyed worldwide say that it would have a major impact on the quality of customer service if the systems used by service staff are easy to use.
Internalize the above example and show your customer personal appreciation and empathy for his situation now. Even if your customer cannot see you directly, because you are either speaking on the phone or wearing a mask, he can still feel whether you are wearing a smile on your lips. CRM software that is intuitive to use can be helpful in conveying a positive mood to your customer. According to a recent study, 82 percent of customer service employees say that easy-to-use software has a positive impact on results. Nearly half (49 percent) of those surveyed worldwide say that it would have a major impact on the quality of customer service if the systems used by service staff are easy to use.
With Multiple Communication Channels, You Give Your Customer More Freedom
Perhaps your customers are now personally even more challenged, because they are also taking on childcare or home schooling. They are all the more grateful to save time by using the most obvious means of communication and when their problems are solved quickly. Customers who are in a hurry can easily become impatient. According to the study, almost 60 percent cannot stand being put on hold for more than a minute in a telephone waiting loop. That’s why it is now essential to provide customers with multiple channels of contact — email, SMS, phone call, WhatsApp — from anywhere and at any time. Even a live chat on Facebook can quickly give customers a positive feeling and strengthen the bond.
All the more important to offer other possibilities now. How about a webinar on hot topics, a white paper or a remote training?
Maintain Communication Even When You Don’t See Each Other in Person
Often the personal consultation, an exchange or a lunch together is of great importance for the customer relationship. Due to the current situation, this is difficult to impossible. Even customers who live abroad or further away cannot be met personally. All the more important to offer other possibilities now. How about a webinar on hot topics, a white paper or a remote training? In these confusing times, your customer will certainly have questions burning in his mind which you can discuss in an informative exchange. You will see that your customer is even more open than usual.
Calculate With Higher Absences of Your Employees
Last year, an OTRS Group study showed that more than half of all employees (51 percent) cover work several times a month for a colleague who is not “in the office.” Nearly a quarter (23 percent) even say they have to fill in for a colleague who is absent every week. For 37 percent of those surveyed, the biggest challenge in temporary replacement is finding the necessary background information on a request. Unfortunately, the corona pandemic also leads to high levels of absenteeism among employees, which can happen suddenly. This makes it all the more important to prepare for this in a targeted manner so that we can still offer customers excellent service.
It can take a lot of time to personally train each temporary employee again and again, explain tasks and remind them of their duties. Here, an automated system in which regularly occurring work steps are clearly presented and reminders are automatically triggered makes work much easier. In this way, even complex tasks can usually be completed by untrained employees while maintaining customer service excellence.
Your customers will appreciate these gestures. Perhaps now is a particularly good time to build and strengthen customer relationships: Since many appointments are being cancelled, both privately and professionally, we can take the time to consider and respond to each other’s needs.