CSP Happenings

Kindness During COVID

When we think of customer experience and business interactions as a whole, kindness is an often-underestimated quality. Specifically, as business leaders, how often are we thinking about our strategy regarding coaching for kindness?

In our current public health and economic situation, kindness is more important than ever. High tensions often test our kindness during trying times as well. Consider the following ways your organization can channel kindness to differentiate yourself.

React Positively to a Negative Scenario

These are trying times emotionally and financially for many Americans. Concerns over loved ones’ health, job security and individuals’ long-term financial well being are all top-of-mind.

When interacting with financial institutions, where customers are dealing directly with their wealth, these preoccupations will be at the forefront of their minds and have the possibility to boil over the top.

Whether in a digital, mobile or interpersonal capacity, your organization needs to be prepared to deal with potentially short tempers. Help coach your staff to recognize pain points, vocalize understanding of troubles customers may experience, and come up with a proactive solution to solve those issues. Additionally, make sure your staff knows how to receive undue criticism that might not be as constructive without becoming emotionally impacted.

In a digital/mobile capacity, think about ways you can help your customers find resolutions to their issues. Give extra assistance with technical tasks, provide abundant self-help education, and do your best to anticipate frustration before it begins.

Coach for Flexibility and Change

More than ever before, your organization and its employees need to be flexible. Think about the ways you are creating a formal process around the need for flexibility and the change it requires:

  • New processes. For most organizations, every week is bringing about a new way they do something — from the rules about what they wear when walking into their building to new customer communications. Find a way to keep your team up-to-date.
  • New roles. Some of your workforce may need to change roles. By having a proper training plan in place, you can get the best out of your workforce and maintain high levels of productivity.
  • New customer needs. Customers are going to be working increasingly via digital/mobile, be facing economic uncertainty, and may have specific new processes that they need help with, such as setting up direct deposit to receive unemployment benefits. Make sure your staff and organization is trained to handle these request, and do your best to anticipate and educate internally on these needs.

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