To answer that question, I recalled the days when I first started the business, and it was just me taking information technology support calls. The added pressure of providing customer service on top of dealing with technical issues can be difficult, especially considering that customer service is such a hard skill to learn.
Below is the list I distributed to our helpdesk team as guidance to help with these stressful times. I believe it can help all customer service teams to provide more value to their consumers as they navigate the impacts of the coronavirus:
In case you are keeping track:
HSBC offers customer service through Apple iMessage | American Banker
HSBC customers with an affinity for Apple products can now contact customer service as easily as if they were texting a friend.
On Monday, HSBC Bank USA announced the addition of Apple Business Chat to its suite of customer service channels. Apple Business Chat lets companies and their customers interact over Apple's iMessaging service on their iPhones, iPads or Macbooks, as long as they are using iOS 11.3 or higher.
Currently, around 70% of HSBC's customers are iOS users of some sort, said Marcus Malcolm, head of staff digital solutions at HSBC Bank USA.
4 ways to win friends and influence customers (outside of IT) - TechRepublic
Go outside your lane to provide support, and you become Rogue IT. Even if it is in your lane, the reward for excellent service is more work. Steven Travaglia has a popular series of books that explores this conflict, you may have heard of it. It is called "B*stard Operator From Hell." Travaglia's character, the BOFH, chooses to sabotage customers and confuse management. The stories are hilarious because they are so familiar. Perhaps there is a reason IT has a bad rep.
3 simple website tweaks to impress your customers
Is your website doing its job? Are you getting more customers? If not, you've got a problem. Maybe it's a traffic problem. Or a clarity problem. Maybe you've changed things up a bit and it's time to give your website a refresh.
No matter what the problem, I've got three changes that will help you get unstuck so you can achieve your goals.
Once a potential customer pulls up your website, you've got about three seconds to tell them what it is you do and what's in it for them. If you don't relay this information, the user will simply leave. They are busy and want solutions to their problems. Let's look at a few examples:
And here's another article:
As Phase 2 begins, customers make their way back into stores - The Boston Globe
As Massachusetts began loosening restrictions on its stay-at-home orders, allowing non-essential retailers and restaurants to reopen their doors to customers for the first time in three months, it was like the dawn of a new era.
At Boston Jewelry Exchange in Downtown Crossing, about 10 people were waiting outside on Monday morning, because the store was limiting capacity to one customer per jewelry booth.
Why brands are failing to listen to customers—and how to fix that
As terabytes of consumer data are collected every day, companies have more information than ever about their customers. But that doesn’t mean they understand what those customers need—or how best to serve them.
Without a clear understanding of what customers are experiencing, executives put their brands at risk, according to Andy MacMillan, CEO of UserTesting , which helps companies collect video feedback from their customers. As the COVID-19 pandemic illustrates, a company’s survival in challenging times often requires a strong, meaningful audience connection and swift action to meet customer needs.
Bars and restaurants welcome customers back Monday
After a dozen weeks of empty dining rooms, carryout-only service and new social distancing and safety measures because of the coronavirus pandemic, many restaurants and bars in Metro Detroit were prepared to reunite with customers.
"It's a blessing that we are able to open," Linda Donar, owner of the Eastpointe Pub on Nine Mile near Interstate 94. "And it's exciting to see people back and people healthy."
Minnesota Power refunding $12M to customers during rate review - Daily Energy Insider
« New Jersey EV proposal looks to split investment between utilities and private entities
The Illuminating Company to invest $4M in Cleveland underground power system enhancements »
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Following approval from the Minnesota Public Utilities Commission (MPUC), Minnesota Power intends to refund $12 million to its customers as a means of assistance during the COVID-19 pandemic.
Happening on Twitter
Minneapolis council pledges to dismantle local police department and create a "new model of public safety" https://t.co/yUg3YIDwEr BBCWorld (from London, UK) Mon Jun 08 10:04:24 +0000 2020
George Floyd: Minneapolis council pledges to dismantle police department https://t.co/Dim13MFyh7 BBCWorld (from London, UK) Mon Jun 08 02:18:40 +0000 2020
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