{"id":18868,"date":"2020-05-14T06:00:00","date_gmt":"2020-05-14T06:00:00","guid":{"rendered":"https:\/\/translatebyhumans.com\/?p=18868"},"modified":"2022-01-31T10:41:00","modified_gmt":"2022-01-31T10:41:00","slug":"how-to-deliver-the-ideal-customer-service-in-a-crisis","status":"publish","type":"post","link":"https:\/\/translatebyhumans.com\/blog\/how-to-deliver-the-ideal-customer-service-in-a-crisis\/","title":{"rendered":"How to Deliver the Ideal Customer Service in a Crisis"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"18868\" class=\"elementor elementor-18868\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-b49e6f7 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b49e6f7\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-5927e5f1 tbh-share-icon\" data-id=\"5927e5f1\" data-element_type=\"column\" data-settings=\"{&quot;motion_fx_motion_fx_scrolling&quot;:&quot;yes&quot;,&quot;motion_fx_devices&quot;:[&quot;desktop&quot;,&quot;tablet&quot;,&quot;mobile&quot;]}\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-2d6824f0\" data-id=\"2d6824f0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-df6f839 elementor-widget elementor-widget-tbhtheme-category-listing\" data-id=\"df6f839\" data-element_type=\"widget\" data-widget_type=\"tbhtheme-category-listing.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<ul class=\"tbh-category-listing\"><li style=\"background-image: url(https:\/\/translatebyhumans.com\/wp-content\/uploads\/2021\/05\/multilingual-customer-service.jpg)\"><a href=\"https:\/\/translatebyhumans.com\/blog\/category\/multilingual-customer-service\/\">Multilingual Customer Service<\/a><\/li><\/ul>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6ee7667 tbh-author-info elementor-widget elementor-widget-post-info\" data-id=\"6ee7667\" data-element_type=\"widget\" data-widget_type=\"post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<link rel=\"stylesheet\" href=\"https:\/\/translatebyhumans.com\/wp-content\/plugins\/elementor\/assets\/css\/widget-icon-list.min.css\"><link rel=\"stylesheet\" href=\"https:\/\/translatebyhumans.com\/wp-content\/plugins\/elementor-pro\/assets\/css\/widget-theme-elements.min.css\">\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-a165090 elementor-inline-item\" itemprop=\"author\">\n\t\t\t\t\t\t<a href=\"https:\/\/translatebyhumans.com\/blog\/author\/ruju\/\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t\t<img decoding=\"async\" class=\"elementor-avatar\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2019\/03\/Ruju-150x150.png\" alt=\"Picture of Ruju Patel\" loading=\"lazy\">\n\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-author\">\n\t\t\t\t\t\t\t\t\t\tRuju Patel\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-47b2da2 elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t<a href=\"https:\/\/translatebyhumans.com\/2020\/05\/14\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>May 14, 2020<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7aacbafc elementor-widget elementor-widget-text-editor\" data-id=\"7aacbafc\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p>A business or economic crisis can erupt at any time and may root from anything; strained political relations that result in war, a devastating natural disaster, or a tiny virus that leads to extended periods of global lockdowns.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6356da elementor-widget elementor-widget-text-editor\" data-id=\"e6356da\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>In times of a crisis, customer service is one of the worst-hit departments. Team leaders and agents alike are at the forefront of dealing with spikes in customer service requests for refunds and cancellations, additional information, and more.\u00a0<a href=\"https:\/\/www.intercom.com\/blog\/covid-19-customer-support-report\/\" target=\"_blank\" rel=\"nofollow noreferrer noopener\">Intercom surveyed 400 support leaders<\/a>\u00a0on the impact of COVID19 and found that 47% of support teams saw an average increase of 51% in customer requests compared to their normal volumes. The survey also showed that customer satisfaction (CSAT) scores have declined on average by 28%.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-349d9d3 elementor-widget elementor-widget-text-editor\" data-id=\"349d9d3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Companies everywhere have slowly begun to accept that although the present COVID19 pandemic is here to stay, its effects on customer service can be minimised by taking a few timely steps in the right direction. Here are some tips for you to continue to deliver high-quality customer service.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-09cc84a elementor-widget elementor-widget-heading\" data-id=\"09cc84a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}<\/style><h3 class=\"elementor-heading-title elementor-size-default\">Preparing your Team<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d7944ac elementor-widget elementor-widget-text-editor\" data-id=\"d7944ac\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><a href=\"https:\/\/www.theguardian.com\/commentisfree\/2020\/mar\/27\/tesco-checkout-supervisor-coronavirus-frontline\" target=\"_blank\" rel=\"nofollow noreferrer noopener\">Simon Lord<\/a>, a checkout supervisor, joined Tesco, 7 years ago for a stress-free life. He found his everyday interactions with customers to be one of the most rewarding parts of his job. Little did he know that one day, he would be on the frontline for the fight against the coronavirus outbreak.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b14253 elementor-blockquote--skin-clean elementor-blockquote--align-left tbh-blockquote elementor-blockquote--button-color-official elementor-widget elementor-widget-blockquote\" data-id=\"0b14253\" data-element_type=\"widget\" data-widget_type=\"blockquote.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor-pro - v3.21.0 - 30-04-2024 *\/\n@charset \"UTF-8\";.entry-content blockquote.elementor-blockquote:not(.alignright):not(.alignleft),.entry-summary blockquote.elementor-blockquote{margin-right:0;margin-left:0}.elementor-widget-blockquote blockquote{margin:0;padding:0;outline:0;font-size:100%;vertical-align:baseline;background:transparent;quotes:none;border:0;font-style:normal;color:#3f444b}.elementor-widget-blockquote blockquote 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.elementor-blockquote:before{content:\"\u201c\";font-size:100px;color:#f9fafa;font-family:Times New Roman,Times,serif;font-weight:900;line-height:1;display:block;height:.6em}.elementor-blockquote--skin-quotation .elementor-blockquote__content{margin-top:15px}.elementor-blockquote--align-left .elementor-blockquote__content{text-align:left}.elementor-blockquote--align-left .elementor-blockquote .e-q-footer{flex-direction:row}.elementor-blockquote--align-right .elementor-blockquote__content{text-align:right}.elementor-blockquote--align-right .elementor-blockquote .e-q-footer{flex-direction:row-reverse}.elementor-blockquote--align-center .elementor-blockquote{text-align:center}.elementor-blockquote--align-center .elementor-blockquote .e-q-footer,.elementor-blockquote--align-center .elementor-blockquote__author{display:block}.elementor-blockquote--align-center .elementor-blockquote__tweet-button{margin-right:auto;margin-left:auto}<\/style>\t\t<blockquote class=\"elementor-blockquote\">\n\t\t\t<p class=\"elementor-blockquote__content\">\n\t\t\t\tNow my interactions are mostly negative. I find myself explaining newly imposed item limits, and apologising that we have run out of hand sanitiser.\t\t\t<\/p>\n\t\t\t\t\t\t\t<div class=\"e-q-footer\">\n\t\t\t\t\t\t\t\t\t\t\t<cite class=\"elementor-blockquote__author\">Simon Lord<\/cite>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/blockquote>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f705cc9 elementor-widget elementor-widget-text-editor\" data-id=\"f705cc9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Although many client-facing teams are trained to handle unhappy customers, during a crisis, all emotions are heightened. Today, customer care agents, who themselves are battling the fears and risks of COVID19, continue to serve customers that exhibit feelings ranging from stress and panic to frustration and anger.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5f64a27 elementor-widget elementor-widget-text-editor\" data-id=\"5f64a27\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Unlike seasonal demand, crises are unprecedented with little time to respond and with no definite exit period. Simon explains, \u201cFood retail is used to peaks in demand, with Christmas being the obvious example. Christmas, however, is fixed and finite: 2 January always brings with it a return to calm.\u201d<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aaf42a4 elementor-widget elementor-widget-text-editor\" data-id=\"aaf42a4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Whether your business is classified as an essential service or not, consumer behaviour is largely universal in a situation like this. And, so is this line from airline safety instructions: put on your own oxygen mask before helping others. In other words, you must prepare your team and business before you start reaching out to customers. Here\u2019s how:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d74b1f4 elementor-widget elementor-widget-heading\" data-id=\"d74b1f4\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Ensure a safe working environment<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c36d63 elementor-widget elementor-widget-text-editor\" data-id=\"1c36d63\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>For employees to perform optimally, they need a sense of security. Many businesses that can have chosen to adopt the remote working model. Consider allowing your employees to\u00a0<a href=\"https:\/\/translatebyhumans.com\/blog\/your-teams-guide-to-ease-into-working-from-home\/\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (opens in a new tab)\">work from home<\/a>, but with guidelines that help maintain productivity and beat social isolation.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25a7b65 elementor-widget elementor-widget-text-editor\" data-id=\"25a7b65\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If telecommuting is not an option, provide team members on contact centre floors with adequate masks, sanitisers, and disinfecting wipes to mitigate the risk of contracting or inadvertently spreading a contagious illness like COVID19.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-302de249 elementor-widget elementor-widget-heading\" data-id=\"302de249\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Create internal guidelines<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-44a37dfa elementor-widget elementor-widget-text-editor\" data-id=\"44a37dfa\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The chaos that ensues post the onset of a crisis is all too familiar. To reduce that, key decision-makers need to publish internal guidelines on a platform accessible to all customer-facing employees. This document should include:\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-69ef37ff elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"69ef37ff\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">The impact of the situation on your company, its people and processes. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">New tools or workflows that the company will be adopting<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Key dates for refunds, cancellations, purchases, etc. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Any changes in customer policies <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Answers to common questions raised by customers in the present situation<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Who to reach out to for questions, concerns or suggestions<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-28087a6 elementor-widget elementor-widget-heading\" data-id=\"28087a6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Ensure your client-facing team is aware of on-ground operations<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc4a4f7 elementor-widget elementor-widget-text-editor\" data-id=\"bc4a4f7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The best way to devise the right strategies for customer experience (CX) is by looking back on your own customer service interactions. With work from home becoming the new normal, I was recently on the lookout for a portable wifi device for backup connectivity. I called the customer support number of a well-known telecommunications provider. The agent was great. He was friendly, polite, listened patiently and even catered to my questions in the regional language. He ticked all the boxes but one \u2013 he had absolutely no idea of the ground reality.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7168e9f elementor-widget elementor-widget-text-editor\" data-id=\"7168e9f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>I had called to ask if the nearest store to me would be open and if I could purchase a new connection. He couldn\u2019t help me, and I went on to choose another service provider instead.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a8e441 elementor-widget elementor-widget-text-editor\" data-id=\"2a8e441\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Having the right answers is essential at a time like this, and customer service teams must be aware of what is happening at every touchpoint in the regions they cover.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a9e5cf6 elementor-widget elementor-widget-heading\" data-id=\"a9e5cf6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Mirror a multilingual ground force<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4242ab2 elementor-widget elementor-widget-text-editor\" data-id=\"4242ab2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If your business has a presence in locations that speak multiple languages, you probably agree that hiring local, native language speaking employees goes a long way. However, with many businesses temporarily or even permanently closing on-ground operations during a crisis, customers are limited to the language options, if any of the centralised contact centre.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0518966 elementor-widget elementor-widget-text-editor\" data-id=\"0518966\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Ensuring that you continue to provide\u00a0<a href=\"https:\/\/www.lingpad.com\/integrations\/zendesk\" target=\"_blank\" rel=\"noreferrer noopener\" aria-label=\" (opens in a new tab)\">multilingual customer service<\/a>\u00a0to customers is not only essential but also quite simple to implement. Simply integrate the Translate By Humans app with your customer service tool to begin responding to your customers in their native language.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-feff2fd elementor-widget elementor-widget-heading\" data-id=\"feff2fd\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Create saved responses for FAQs<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2bd569c elementor-widget elementor-widget-text-editor\" data-id=\"2bd569c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>You may already have a fully functional knowledge base with answers, demos and resources. However, situations change rapidly in a crisis and answers need to be contextually relevant to the present day scenario.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c0a4dfa elementor-widget elementor-widget-text-editor\" data-id=\"c0a4dfa\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Create a common document where agents or their managers can list common questions at the onset of the crisis. Review the document periodically and highlight similar questions. Involve the right individuals from your organisation, craft responses that best answer those questions, and share them with your team. These can be related to refunds, store information, shipment updates, etc.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ca0826d elementor-widget elementor-widget-text-editor\" data-id=\"ca0826d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Creating a set of answers will make it much easier for agents to respond to customers, reducing response times and increasing CSAT scores. Ensure your answers link back to your company\u2019s crisis response statement and that actual correspondence is personalised to suit their needs.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-63c9480 elementor-widget elementor-widget-heading\" data-id=\"63c9480\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Go the extra mile<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9ab86d7 elementor-widget elementor-widget-text-editor\" data-id=\"9ab86d7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>If your company can lend a helping hand to your customers, don\u2019t hesitate. Brands around the globe are deferring payment orders, giving away limited-time subscriptions to products for free, offering services at discounted rates, and more. While this in no way determines your strength in customer service, a gesture of goodwill is always remembered.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5315e0b elementor-widget elementor-widget-text-editor\" data-id=\"5315e0b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><strong><em>Note<\/em><\/strong><em>: Translate By Humans is currently offering complimentary translations for any COVID19-related documents. You can drop a note at\u00a0<\/em><a href=\"mailto:support@translatebyhumans.com\" target=\"_blank\" rel=\"nofollow noopener\"><em>support@translatebyhumans.com<\/em><\/a><em>\u00a0with the subject line\u2019 COVID19 Request\u2019 to avail this service.<\/em><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ecadbaf elementor-widget elementor-widget-image\" data-id=\"ecadbaf\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.21.0 - 08-05-2024 *\/\n.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=\".svg\"]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block}<\/style>\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"681\" height=\"1024\" src=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/05\/4-column-graphic-final-62-681x1024.jpg\" class=\"attachment-large size-large wp-image-3578\" alt=\"Delivering Customer Service in a Crisis\" srcset=\"https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/05\/4-column-graphic-final-62-681x1024.jpg 681w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/05\/4-column-graphic-final-62-200x300.jpg 200w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/05\/4-column-graphic-final-62-768x1155.jpg 768w, https:\/\/translatebyhumans.com\/wp-content\/uploads\/2020\/05\/4-column-graphic-final-62.jpg 882w\" sizes=\"(max-width: 681px) 100vw, 681px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9534224 elementor-widget elementor-widget-heading\" data-id=\"9534224\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Reaching Out to Customers<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ffe8e23 elementor-widget elementor-widget-text-editor\" data-id=\"ffe8e23\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Once you\u2019ve prepared your CX team and put in place a revised workflow, it\u2019s time to begin your client-facing activities:\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-83c81cb elementor-widget elementor-widget-heading\" data-id=\"83c81cb\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Publish a Crisis Response Statement<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c13ae3 elementor-widget elementor-widget-text-editor\" data-id=\"8c13ae3\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Just as your employees need to know what to expect in an emergency, so do customers. Create a page or a blog post that clearly outlines how your business is impacted and what may change for the customer. Include the following:\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e269f8f elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"e269f8f\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">What is your new normal?<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Changes in dates, times, policies<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">How and where to purchase products or services<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Would there be any service interruptions or delays in delivery?<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">How to reach customer service<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Any benefits, discounts or aid that you may be offering<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"8.659\" height=\"7.55\" viewBox=\"0 0 8.659 7.55\"><path id=\"Path_172\" data-name=\"Path 172\" d=\"M941.947,1737.436a5.215,5.215,0,0,1-4.125,5.129,4.17,4.17,0,0,1-4.278-2.483,3.363,3.363,0,0,1-.147-.434,3.178,3.178,0,0,1-.1-.987c.11-2.23,2.4-3.647,4.476-3.6,2.452.051,4.221.274,4.178,2.379\" transform=\"translate(-933.289 -1735.056)\" fill=\"#271ac6\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Friendly advice to deal with the ongoing situation<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2016444 elementor-widget elementor-widget-text-editor\" data-id=\"2016444\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Ensure that you share the link to this information through your social media channels and through an email to your subscribers. Continue to revise and update the information as and when required.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10c5d8d elementor-widget elementor-widget-heading\" data-id=\"10c5d8d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Update your social media channels and email footers<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-17d3a41 elementor-widget elementor-widget-text-editor\" data-id=\"17d3a41\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Add a link to your crisis response statement in email footers so that they reach everyone your team communicates with. Pin the link on your social media feeds or add it to your profile bio\/description.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2025eeb elementor-widget elementor-widget-heading\" data-id=\"2025eeb\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Change timings\/information on Google<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d801ce elementor-widget elementor-widget-text-editor\" data-id=\"0d801ce\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Many customers will perform a quick google search to check if your business is open or for contact information.\u00a0<a href=\"https:\/\/support.google.com\/business\/answer\/3039617?visit_id=637250574379824476-2558706149&amp;rd=1\" target=\"_blank\" rel=\"nofollow noreferrer noopener\" aria-label=\"(opens in a new tab)\">Edit your business listing<\/a>\u00a0to ensure it is up to date.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d1964c elementor-widget elementor-widget-heading\" data-id=\"0d1964c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Use language that demonstrates advocacy<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-87866ee elementor-widget elementor-widget-text-editor\" data-id=\"87866ee\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Tethr conducted a\u00a0<a href=\"https:\/\/hbr.org\/2020\/04\/supporting-customer-service-through-the-coronavirus-crisis\" target=\"_blank\" rel=\"nofollow noreferrer noopener\">study<\/a>\u00a0of approximately 1 million customer-service calls of over 20 companies from a wide range of industries. All the calls took place between March 11th (when the Coronavirus pandemic was declared) and March 26th.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-061064a elementor-widget elementor-widget-text-editor\" data-id=\"061064a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>They found that low performing representatives were 27% more likely to convey their helplessness to customers and openly attribute it to existing policy frameworks. They were also 38% more likely to redirect customers to other team members as compared to their high performing colleagues.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-74b177c elementor-widget elementor-widget-text-editor\" data-id=\"74b177c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>You can\u2019t change policies overnight, but you can train agents to personalise customer service and not hide behind company policies. Moreover, agents can practice advocacy by lifting customers\u2019 spirits and reassuring them that they are on their side. Simple sentences like \u201cwe\u2019ll get to the bottom of this and ensure your problem is solved\u201d is enough to calm a customer and remain loyal to your brand.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-803f15e elementor-widget elementor-widget-heading\" data-id=\"803f15e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Translate information related to the crisis<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e6d09b6 elementor-widget elementor-widget-text-editor\" data-id=\"e6d09b6\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Depending on your business and its reach, you should consider translating information related to the crisis to make it accessible to all your existing and potential customers. This helps get the right word across, is more inclusive, and can evoke a better response.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d065a87 elementor-widget elementor-widget-heading\" data-id=\"d065a87\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Communicate the response you\u2019d like to see <\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b2df880 elementor-widget elementor-widget-text-editor\" data-id=\"b2df880\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>With your customer service likely overwhelmed in an emergency, it is completely acceptable to be vocal about how customers can help ease the pressure so you can keep serving them optimally. Recently most airlines have been receiving calls, emails and messages, asking for refunds, cancellations and date changes, around the clock. To ensure everyone is attended to, CX teams have had to prioritise based on the date of travel.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-465da30 elementor-widget elementor-widget-html\" data-id=\"465da30\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<blockquote class=\"twitter-tweet tw-align-center\"><p lang=\"en\" dir=\"ltr\"><a href=\"https:\/\/twitter.com\/hashtag\/9Wupdate?src=hash&amp;ref_src=twsrc%5Etfw\">#9Wupdate<\/a>: We are experiencing extremely high call volumes at our Contact Centre for change and cancellation requests. If your flight is beyond 72 hours, we recommend you connect with your travel agent or click here: <a href=\"https:\/\/t.co\/20kKu5Hqsu\">https:\/\/t.co\/20kKu5Hqsu<\/a> to submit your request via email. (1\/2)<\/p>&mdash; Jet Airways (@jetairways) <a href=\"https:\/\/twitter.com\/jetairways\/status\/1101108387054608384?ref_src=twsrc%5Etfw\">February 28, 2019<\/a><\/blockquote> <script async src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a1b12c elementor-widget elementor-widget-text-editor\" data-id=\"0a1b12c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Similarly, I received a text message from a local grocery store mentioning, \u201cour shelves are stocked for you\u2026.know more about safe and clean shopping\u201d, followed by a link. It was an important message to receive after the initial mayhem of empty shelves. Informing customers that they are working towards their safety is a welcome measure that will likely deter customers from shopping elsewhere.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5c69c9e elementor-widget elementor-widget-heading\" data-id=\"5c69c9e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Promote self-help platforms<\/h4>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eac7565 elementor-widget elementor-widget-text-editor\" data-id=\"eac7565\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Although human interaction has no real alternative, self-help platforms like a knowledge base or help centre can take some pressure off of CX teams pressed for resources and time. According to a\u00a0<a href=\"https:\/\/www.zendesk.com\/blog\/zendesks-benchmark-snapshot-impact-covid-19-cx\/\" target=\"_blank\" rel=\"nofollow noreferrer noopener\">Zendesk<\/a>\u00a0report outlining the impact of COVID19 on the 23,000 companies they provide services to, there has been a 65% increase in visits to self-help resources since February 2019!<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e34bcf0 elementor-widget elementor-widget-text-editor\" data-id=\"e34bcf0\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Ensure you regularly update your FAQs,\u00a0<a href=\"https:\/\/translatebyhumans.com\/blog\/multilingual-knowledge-base-basics-and-best-practices\/\">translate them for global customers<\/a>, and link them to your crisis response statement.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fbda42f elementor-widget elementor-widget-heading\" data-id=\"fbda42f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Just Keep Swimming<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d804c8 elementor-widget elementor-widget-text-editor\" data-id=\"2d804c8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Even though a crisis may seem never-ending, the curve will flatten, economies will be rebuilt, and hope will be regained. But while you\u2019re in the midst of it, you and your team must keep swimming with the common goal of building resilience and emerging stronger.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-632b8a4 elementor-widget elementor-widget-text-editor\" data-id=\"632b8a4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Once the future looks less grim, take some time out to review your response, track important metrics, update information and reconsider your choice of customer service tools.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-357eec7 elementor-widget elementor-widget-text-editor\" data-id=\"357eec7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elocaz m_b_50\">\n<p>Reflect on the past and begin preparing for the next big challenge; we\u2019re talking about customer service, after all!<\/p>\n<\/div>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Customer service departments are the worst hit in crises. Find out how to lessen the burden and continue to create great customer experiences. <\/p>\n","protected":false},"author":15,"featured_media":3574,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How To Provide The Best Customer Experience Even During A Crisis<\/title>\n<meta name=\"description\" content=\"Crisis communication tips to help your team deliver excellence in customer service, always.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/translatebyhumans.com\/blog\/how-to-deliver-the-ideal-customer-service-in-a-crisis\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How To Deliver The Ideal Customer Service In A Crisis\" \/>\n<meta property=\"og:description\" content=\"Customer service departments are the worst hit in crises. 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