Providing transparent communications to maintain your customer relationships can be challenging at the best of times, and even more so when navigating a pandemic. Now more than ever, it is important to implement an effective plan to manage customer communication to sustain your operations.
In order to maintain the strength of your customer relationships, take action now to maintain or restore your service delivery as soon as possible. As the crisis unfolds make sure you keep your customers updated via email, phone, social media and your website. If you are unable to restore your service delivery, remain transparent and keep your customers informed. Be sure to highlight what action you are taking to mitigate any negative impacts and provide contact details for your customers if they want to get in touch with you.
It is important to present a consistent approach across teams and departments to prevent any confusion at this unsettling time. This will allow you to ease any concerns your customers may have, while bolstering long-term confidence in your business.
If you are looking to strengthen the customer service skills in your business, you and your team are encouraged to take part in the South Australian Business Chamber’s ‘Customer Excellence’ training course.
The course looks at your customer service process, and the impacts customer service can have on organisational success. As well as looking at the principles of email etiquette, telephone service techniques and how to overcome barriers to effective communication, the course deals with effective complaint handling. This means you can ensure your customers can feel comforted knowing that your team can manage a problem effectively, and that complaints are dealt with in line with legal obligations.
Customer excellence has never been more critical and an opportunity for your customers to experience your values first-hand.
To learn more about the course, click here
The South Australian Business Chamber runs the Small Business Digital Champions Project, helping small business members to develop their digital capabilities. Achieving greater customer satisfaction can be enabled by adopting a more digital approach. To access further information and support, please click here
