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The Necessity Of Exceptional Customer Support During COVID-19 by Cindy Stradling CSL, CPC

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  • The Necessity Of Exceptional Customer Support During COVID-19 by Cindy Stradling CSL, CPC

The Necessity Of Exceptional Customer Support During COVID-19 by Cindy Stradling CSL, CPC

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March 9, 2021

The longer COVID-19 is an issue across the country and worldwide, the more stress and pressure exist on everyone in every community. This means retail businesses, restaurants, service industries, professionals, and any other type of customer-facing enterprise encounters people who are increasingly angry, stressed, and frustrated.

Unfortunately, the staff is also frustrated. They too are experiencing challenges in their personal and professionals life. At work, they are experiencing higher levels of customer frustration, anger, and lack of patience. While it is natural for employees to feel stress, stepping up and providing exceptional customer service at this time is more important than ever.

There are some simple steps that any employees working with the customers can use to help to provide customer service that helps to reduce frustration and stress. Changing a few basic approaches to dealing with customer complaints, even with B2B customers, can help to set your business apart from the competition. It can also solidify your brand as a customer-friendly company even in the most difficult of times.

Listen First

Allowing the customer to share their story and just listening to their concerns, issues, and frustration is an important part of making the customer feel heard and valued.

Before responding or asking a specific question, or attempting to jump in and solve the issue, take a minute and paraphrase the key points the customer indicated as the issue. Let them know what you are doing by starting with, “I want to make sure I understand your concerns. What I heard you say was ….. Did I miss anything?”

This gives the customer time to understand you were listening and to add any more details that may be relevant.

Acknowledge the Issue

Making a statement that you empathize with or understand the frustration is also a way to demonstrate understanding. If appropriate, an apology and asking the customer how she or he would like to see the problem solved is a great way to build rapport and to connect with the customer on a deeper level.

You may also want to suggest a solution if it addresses the needs of the customer. Giving staff the ability to negotiate and resolve issues creatively, within a reasonable range of options always makes the customer feel valued and supported, even if they are initially frustrated and angry.

Training staff and managers in working with angry customers is a great option at this time. Going the extra mile for a customer is an impactful way to build a lasting relationship and a loyal customer for life.

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covid, customer service, customer service excellence, pandemic
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Cindy Stradling

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Our Clients Say

We have had the pleasure of working with Cindy Stradling to source several top notch consultants to assist us with the design and delivery of a variety of Learning and Development and HR Programs. This this successful collaboration we have truly appreciated Cindy's very high standards for members of her network, the drive and energy she brings to her work and most importantly her strong commitment to understanding and meeting the needs of her clients.

Deborah A. Fillippe, CHRL VP Human Resources Kenaidan Contracting Ltd.

Cindy has been a terrific resource to Metro! She met with us to clearly understand our needs then provided us with a shortlist of top-quality trainers for us to meet. The whole process was simple and seamless, and it saved us a lot of time in sourcing companies with specific skill sets. She's a pleasure to work with.

Gary Grant, CHRL Director, Talent Management and Training Metro Inc.

Cindy provides a very progressive and engaging training environment. We have seen her successfully provide solutions to companies and individuals from all sectors, from the sophisticated to entry level. The integrity she applies to all aspects of her business is beyond reproach.

Al Diggins President and GM Excellence Manufacturing Consortium

Cindy has been engaged by Express Scripts Canada to provide Presentation Skills training to our management team. Cindy's expertise in this area has been invaluable in supporting our leaders with their leadership development in their presentation styles.

Anthea Gomez Director, Human Resources & Corporate Services Express Scripts Canada

Cindy is the epitome of positive energy! I didn't just work with Cindy at Duplium; I continue to keep in touch with Cindy because she is a wealth of knowledge and always a delight to catch up with. If you need something or someone, just ask her, she will get it done! She embodies the unique combinations of integrity, commitment and resourcefulness. Thank you Cindy for all the times you gave me just what I needed!

Susan Orenbach Senior Human Resources Professional

We engaged Cindy to help us develop a leadership training program and provide our management with one on one coaching. Cindy's professionalism, ability to understand our challenges and develop an innovative, cost effective training program in a timely manner was truly impressive. I recommend and welcome the opportunity to work with Cindy.

Marina Lichtenberg National Manager, Talent Acquisition Canon Canada - "Your gateway to a dynamic career with Canon"

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