The importance of customer service in difficult times
What we are currently experiencing, amidst the COVID-19 pandemic, is clearly impacting the global economy. Many businesses, and their customers, are struggling with the level of uncertainty around the situation, which continues to change daily. So how can international businesses continue to deliver a high-level of customer service and global customer support in times of crisis?
1 A time of intense difficulty or danger.
‘the current economic crisis’
1.1 A time when a difficult or important decision must be made.
[as modifier] ‘the situation has reached crisis point’
With countries like Italy and Spain in complete lockdown and others promoting self-isolation and social distancing, it is incredibly important to ensure that your customers – no matter where they are in the world – still feel valued and supported.
Maintaining open channels of communication and clearly delivering messages are the tip of the iceberg when it comes to delivering global customer support in times of crisis.
In this series we break the topic into the following areas:
Ensuring clear communications, in every language
Reassuring and supporting your global customers
Reviewing and adapting your tools
Maintaining customer loyalty and trust
Reflecting and learning for the future
Whether it is business as usual for you, or your teams are still getting use to remote working, these insights are sure to help companies of any size get to grips with global communications in times of crisis.
There are typically five types of crises:
financial, technological, natural, personnel and organisational.
The areas covered in this series will not only help you to get through this difficult time, but other potential ones in the future.
We encourage you to contribute to the conversation by sharing your thoughts and experiences. Use the comments section below or tag us on social media. And remember, let’s keep smiling, together 😊
Since entering the language service industry in 2013, Emily has quickly adapted to the pace of the industry and her knowledge is striking. Originally entering the sector in tele-sales, after completing her postgraduate degree in linguistics, Emily has gained experience in business development, client relations and content marketing. She joins Ultimate Languages as growth manager, overseeing sales and marketing, and working closely with operations, to ensure that the overall growth strategy of the company is well-communicated and delivered. You will often find Emily at industry events and conferences.