Your company might have a fabulous product or service that it sells, but that’s not the only component of your business that you should be focusing ion. If at any time your customers have a negative experience with your customer service department, you can easily and quickly lose a valuable client.
That’s why it’s so important to have a robust customer service center that can handle any situation, especially in times of crisis. Let’s say you have a faulty product that has led to thousands of customer’s major headaches, all of whom are demanding answers and a resolution to the issues that your product may have caused. Is your customer service department prepared to handle such a catastrophe? Find out more here.
Here are some important things that you should know in order to properly handle a contact center crisis.
Timing is absolutely critical in the midst of a crisis. Before anything even happens, you have to have a plan in place that can quickly spring into action the moment a catastrophe strikes. If you’re too slow in providing answers and resolving issues, your company will be looked upon unfavorably by your client base, as well as the public who may not have dealt with your company before. How effective your internal contact center crisis plan is will prove to be essential.
In addition to responding to calls in a timely manner, having a thorough understanding of why the call was made in the first place is just as important. It is the contact center’s job to resolve any situations that clients bring up. Of course, plenty of situations are driven in part by negative emotions. A large chunk of consumers are frustrated before they even begin speaking with customer service representatives.
People want to know that they are being heard and that their complaints are not falling on deaf ears, especially when they are angry or frustrated. The best way to make sure that your customers are paired with a customer service representative who will empathize with them is to develop a routing process built around developing an understanding of the various personalities that will be encountered and how customers would prefer to be communicated with.
It’s important to understand emotion, and perhaps automation in some cases might make the problem worse. In cases where people are very irate, it’s best to have them channeled to a live representative rather than force them to have to press a number of buttons only to wind up listening to a computerized message. Always be ready with a plan in place so your customer service department is always ready should a catastrophe strike.