Maintaining open channels of global customer support through hard times
When communicating in a crisis, like COVID-19 you should look to follow these approaches for global customer support to help cover all bases for your business and your international clients:
Update your internal teams with your key messaging
The first place to start is to get your internal teams aligned and up-to-date with your company’s party line and messaging. Consistency from all team members on this messaging is key for making your national and global customer support a success.
Communicate this clearly to your global customers
The next step is to draft up some client-friendly communications – to be sent out in an email or letter – that explains to your customers your company’s stance and how this might affect them. Keep this formal and useful, your clients will appreciate clarity and honesty in this challenging time.
Offer a variety of global support and customer service options
When you update your customers with your company’s position on the crisis, you’ll likely see a sharp influx of questions and queries. This means you need to offer effective crisis customer services – even if you’re now working remotely.
So make sure you’re able to respond to everything, whether it’s phone calls, social media, postal enquiries or chatbots. Do not leave your customers in the dark.
Ensure nothing is lost in translation
A hugely important part of your global customer support is to communicate concisely in the relevant language of the international audience you’re addressing. If not, you risk alienating them or potentially misinforming them.
This is where we could support your business as our translation expertise can help prevent such a situation. So get in touch if you’d like to know more and find out how we can help with your global customer support.
Enifa moved to the UK from Macedonia in 2011 before completing her postgraduate degree in multilingual information management at The University of Sheffield. After graduating she took on her first translation project management role and very quickly became skilled in handling complex web localisation projects across a variety of sectors. Her problem-solving approach to project management has enabled her to develop close relationships with clients by trying to find the most cost-effective and efficient approaches possible. She is a very quick learner and an incredible teacher. She is responsible for finding and implementing training that will benefit the overall project management team, as well as training new starters.