{"id":47566,"date":"2020-04-15T17:41:29","date_gmt":"2020-04-15T21:41:29","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=47566"},"modified":"2020-04-15T17:45:53","modified_gmt":"2020-04-15T21:45:53","slug":"6-suggestions-to-tackle-customer-experience-in-times-of-crisis","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/6-suggestions-to-tackle-customer-experience-in-times-of-crisis\/","title":{"rendered":"6 Suggestions to Tackle Customer Experience in Times of Crisis"},"content":{"rendered":"

We\u2019ve been hearing a lot during the COVID-19 pandemic about frontline workers. From doctors and police officers to truck drivers and grocery store clerks, our lives would be much more difficult without their ongoing service, and they deserve our deep appreciation.<\/span><\/p>\n

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Are you also thinking about your frontline employees? The people handling <\/span>customer experience (CX)<\/span><\/a> in times of crisis become even more important for your brand reputation and business success. These suggestions can help CX departments rally in stressful situations.<\/span><\/p>\n

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#1 Offer Emotional Support<\/b><\/h2>\n

Anxieties are high in periods of uncertainty. Service or sales representatives are going to be under pressure to address the concerns of stressed out people. This is when all of your <\/span>customer training efforts<\/span><\/a> to encourage empathy and building personalized relationships will really come into play.<\/span><\/p>\n

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Acknowledging the individual customers\u2019 upset, anger, or frustration and demonstrating care and understanding takes away from the transactional nature of some CX interactions.<\/span><\/p>\n

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\u201c<\/b>Customers want to know that you care about them and their needs,\u201d wrote the Miller Heiman Group (MHG). CX representatives can also better \u201ccreate positive defining experiences that exceed your customers\u2019 expectations\u201d with a solution focus. Empower agents to <\/span>help solve customer challenges<\/span><\/a> by correcting mistakes, offering options, or being more flexible on policies.<\/span><\/p>\n

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#2 Keep Your Promises<\/b><\/h2>\n

A crisis situation is the most important time to deliver on promises to your customers. Perhaps the crisis is actually around a product recall or some other instance where the customers feel a brand promise has been broken. Take responsibility. Find a way to reestablish the promise of reliability and accountability.<\/span><\/p>\n

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This need for reliability in crisis could also be reflected in your brand\u2019s external communications. If your business has always before worked to offer personalized service, for instance, now is not the time to go generic. Remaining true to <\/span>your brand DNA<\/span><\/a>, even in high pressure situations, helps customers to feel their expectations are still being met.<\/span><\/p>\n

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#3 Focus on Simplicity<\/b><\/h2>\n

Times of crisis is not the time to weigh your customers down with fine print and conditions that need met. They want a simple answer to their questions or a straightforward resolution of their issue. MHG suggests, \u201ckeep customer interactions at a high level; don<\/span>\u2019<\/span>t bog them down in details about internal processes.\u201d<\/span><\/p>\n

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It\u2019s a good idea in a crisis situation to create a quick customer experience playbook. Anticipate the difficult questions customers will ask. Then, prepare your frontline employees with clear, concise answers.<\/span><\/p>\n

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Helping a customer who is anxious or angry is more difficult. Support your people by putting a crisis management plan in motion:<\/span><\/p>\n