The COVID-19 health crisis has presented new challenges for individuals and businesses as we all adhere to social distancing measures. Businesses all over the world have had to conceptualize ways to maintain a sense of normalcy and support customers – without seeing them in person.
Lippert Components, a leading supplier of components to the RV and residential housing industries, recently penned an article for Salesforce about ways they continue to support their RV customers and keep service rolling from home.
TAKE CARE OF TEAMMATES AND NURTURE SOFT SKILLS
Whether in a call center or the field, our team is used to having in-person conversations during the workday. We use Chatter to engage employees and encourage interaction. Each day, we ask our employees a question, like: “What are you having for lunch today?” This type of activity helps to reduce stress for our team, which carries over to how they interact with customers. When our team is calm, we find our customers are relaxed in return.
Our team also taps into soft skills, like empathy, compassion, and problem-solving. Lippert focuses on hiring service professionals with strong soft skills and then conducts focused training during the winter months for further development. We use The Customer Service Revolution by John DiJulius as a guide, which provides strategies on how to build customer relationships and brand loyalty with soft skills. Check it out!
TALK TO CUSTOMERS AND LEARN FROM THEM
Lippert traditionally has used an inbound call center model. Now we’re using an outbound call center approach as well. We reach out to customers to talk about what’s happening to them now and discuss what they’re going to need, once this situation loosens up. In addition to helping us plan, this approach helps to reassure our customers that we’re here for them.
We use GetFeedback to find out how our customers are feeling. This customer’s comment sums up what we’re hearing:
“Thank you so much for staying open. If you guys closed, I’d have to close as well.”
We also continue to work on programs, like our brand ambassador one, where experienced campers share best practices. This is just one other way we show our customers that we continue to be there for them.
Click her for the complete article from the Salesforce blog here.