Ways to Manage Customer Expectations When Navigating Through This Pandemic
Managing Customer Expectations in uncertain times as this is critical, and it is a factor that companies cannot afford to overlook.
As companies try to get into the flow of things again, sometimes customer expectations may not match reality. They are responsible for being open and honest about new policies, guidelines and other methods that were not used as standard to ensure that they provide the best customer experience possible.
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Be clear about changes and challenges in your service
Today it is a good idea to eliminate the element of surprise. Customers want to be aware of what Do you experience delays in any of your processes or supply chain? It's ok as long as you communicate it. Do you make any changes in how you work? Please let your customers know. They will appreciate it much more than finding out. at the last minute and get imprisoned.
Train your staff to answer questions
Customers always expect their questions to be answered, and catching your staff on duty can create a sense of insecurity. customers with the most common questions and help them to understand any changes in best practices.
Defining Reasonable Expectations
Even if your business has not been discontinued, you can never be too sure that you won't experience a certain decline during this time. Analyze your situation and be realistic about the areas of your business that could potentially be affected by this pandemic . Your customers do not want ideals. They prefer very reasonable expectations.
Allow customers to provide feedback
When adapting to the new standard, it is important to receive feedback. Let your customers know that you value their opinion and make it easy for them to give you feedback. Have a designated email address where they can submit all their comments and questions.