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How to Provide First Class Customer Service During a Crisis

Category: Blog

Across the past year, businesses worldwide have been struggling with the effects of COVID-19. During times of crisis, it’s especially important to be transparent when it comes to communicating with your customers.

Here are 4 simple ways to continue to provide first class customer service during a crisis…..


Be Pro-active in Keeping your Customers Up-to Date

Keeping your customers up-to-date should be your first priority. There are a number of ways this can be achieved, and your Customer Service Team or Outsourced Customer Service Provider should be familiar with the options and resources available.

In times of crisis it’s highly likely that there will be a huge level of uncertainty and unpredictability involved- not just on the part of the customer, but on the part of the brand too.

As the brand, though, it’s your responsibility to do your utmost to seek out this information on the customers’ behalf and come back to them in as timely a fashion as possible.

The customer will appreciate this and is likely to bear this in mind once the crisis has alleviated.


Make Information and Self-Help Readily Available

Be sure to have a centralised information point ready and waiting for customers.

Here you can include statements about the current situation and how the business is handling the crisis, as well as FAQ’s and tools for self-service (such as billing and payments, contact detail amendments, etc.)

Not only will this be helpful for your customers, but it will also drive a number of contacts down to allow the Customer Service Team to help those customers who are perhaps more vulnerable, or those who may have more complex queries.


Use Simple Language and Clear Messaging

At times of crisis, the last thing you want to be doing is adding to your customers’ confusion and anxiety by using complex jargon or inconsistent messaging.

Be sure to use simple language and clear messaging to convey any important information to your customers.

Liaising with the Marketing team at this point will also help to ensure that all messaging is consistent and that none of the messaging going out is insensitive in the circumstances.


Let your Customers Know About All the Things you’re Doing to Help

When things are stressful and times are uncertain, customers will look to brands to be inspired and for nuggets of positivity.

Letting your customers know what your company is doing to support the efforts for tackling the crisis will improve customer loyalty, as well as instill confidence by demonstrating that not only do you have a plan for the company itself, but you have enough of a handle on operations to be able to support the wider effort too.


If you need help with your customer service, then simply get in touch to find out how we can help.