Curatti

Deal With The Unexpected to Elevate Customer Service Standards

“Ok, we’re all set to go.” Then, suddenly. something happens and it ruins your plans.

Of course, that’s not nice but that’s life and it’s up to you to face the issue and then get it fixed. Easier said than done though, especially when it comes to providing support to your customers regardless of the conversation that is taking place over traditional channels (phone, email) or over digital (social media, live chat, messaging apps). So when it comes to you how do you deal with the unexpected, how do you manage the irate customer?

Don’t Panic. Then Repeat Again. Don’t Panic.

When an unexpected problem arises, the first thing to do is to stay calm. Otherwise, you make wrong decisions and/or behave in counterproductive ways with your customers. So, in order to let you get actionable insights, I’ve selected the following reads for you. and highlighted the key takeaways from each:

1. What will you do when the customer screws up?  Useful techniques and examples to master a conversations with an angry customer. Main insight for you are:

2. How COVID-19 has boosted Digital Customer Service and how organizations differently reacted.  The lockdown forced all of us to stay at home. It also led us, as frustrated customers, to rely on digital support to instantly deliver our queries with different results:

See You at Customer Service & Experience Europe 2020

Sharing best practices is one of the best ways to get inspiration and take your customer service to the next level. That’s why I’m happy to invite you to Customer Service & Experience Europe, the international conference where managers and brands gather to learn from each other. This year there are 3 important changes:

Therefore I’m sure you will not miss this great opportunity: register for FREE now >>

Over To You

These are uncertain times for people and organizations, and the future is not easily predictable. One thing is clear though: customers became digital well before this year’s upheavals, so Digital Customer Service is here to stay. Are you equipped to meet and exceed customer’s rising expectations?

Have great conversations.

 

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Featured image: Copyright: ‘https://www.123rf.com/profile_mayrum‘ / 123RF Stock Photo

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Paolo Fabrizio

Digital Customer Service Consultant, Trainer, Author, Speaker. Paolo has been helping companies to harness digital customer service as a business driver. Founder of CustomerServiceCulture, author of books and speaker at conferences in Italy and abroad. Lecturer at the Bicocca University of Milan