The pandemic has affected everyone, but it is your duty as a customer relationship officer to make your customers feel at ease during these troubling times. Check out these important tips below:
1. Take care of your agents and managers
Before anything else, this is a crucial time to take proper care of your agents and managers so that they can stay healthy and engaged while supporting your customers. Begin with lots of feedback and encouragement, pay attention to their suggestions, and be present always.
2. Refine knowledge sharing
This is the time to make sure your knowledge management system (KMS) and knowledge base (KB) are present and relevant. You must know ways to collect and curate better responses. Engaging front line staff, smart developers, and your customers are the most effective way to share the knowledge that helps right now.
3. Revamp your communications strategy
As soon as you understand where your customers are and what they want from you, it is time to work on every piece of your immediate communications plan and adjust accordingly, during and after the pandemic. New strategies are vital and must benefit you and the customer. Create a crisis communications plan, make sure all press releases are relevant and timely, reassess your advertising strategy, and connect with clients in real-time.
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4. Think about what your customers want right now
Your customers’ pressing needs is the ultimate thing in all your communications right now, so you need to think about what they could use the most at the moment, be it relevant and timely information, or a discount on vital products or services.
5. Pay attention to their problems
Listening to their issues when you communicate with them is vital since sales entail solving problems. Be aware that the problems they had weeks back will be very different today. If you can even help them engage in a business that will meet those challenges, the better.