3 ways to help customers through challenging times

Well, the cost-of-living crisis doesn’t really seem to be letting up. Most of us will need to make careful choices about where we spend our money, from finding the cheapest fuel to switching to own-brand products in the supermarket. Little sacrifices to ease the pressure on purse strings.

For many customers though, the choices they’re forced to make have a much bigger impact on their lives. We’re entering a time when the decision to feed your family or keep them warm becomes a reality. For these customers, it’s vital the brands they rely on for basic needs such as utilities, banking and healthcare are equipped to provide better service at a time when it matters most. The truth is, making a human connection with customers has never been so important. Here are three ways customer service leaders and their teams can better support their customers through these challenging and uncertain times.

1 Think ahead for your customer

Customer insight and data is worth its weight in gold. Companies should use the information they have to give customers a more personalised online experience. But what about the human touchpoints? Front-line teams who are dealing with customers in crisis can also use insights to tailor their approach. This way they can turn challenging conversations into meaningful moments.

It’s more important than ever for these teams to genuinely know their customers, and to anticipate when they might need additional support.

2 Be compassionate

Empathy is high on the agenda of every Customer Experience Leader we know, and rightly so. The World Economic Forum’s 2019 Global Risks report says: “Decline in human empathy creates global risks in the ‘age of anger’.” And this worrying trend has only been amplified by the pandemic and subsequent economic and environmental crises.  

But with so much hardship and suffering, is it realistic to expect customer service teams to be empathetic to all their customers, all the time?

While empathy is a key trait for meaningful human connection, a more compassionate approach to service could be a better way of supporting customers in need. It’ll also enhance the psychological safety of frontline teams. Upskilling customer facing teams to turn empathy into meaningful actions that really help customers will produce better outcomes for everyone.

3 Empower your people

For customer-facing teams to serve with compassion, they need the freedom to act autonomously in the best interest of the customer.

Empowering your frontline to use their discretion and make decisions that improve the customer’s circumstance will build loyalty and create employee advocacy. And the energy that comes from an empowered and compassionate frontline will have a multiplier effect for other teams as they see the improved wellbeing of customers and employees alike. It’s a ripple effect, where everyone wins.

Organisations who empower frontline teams to do the right thing for every customer, using meaningful insight and data, will be more likely to successfully navigate the difficult times ahead.

Empathy and human connection is at its most powerful when the chips are down. We all remember the pandemic, when communities came together to look out for those vulnerable friends and neighbours. It was heartwarming. Why? Because humanity never runs dry. Caring can be continuous. Empathy is endless. And here at Be Human Collective, we think that’s a beautiful thing.

If you’re concerned your frontline teams are unprepared for the challenging conversations they’re having with audiences, we’d love to hear from you. Our empathy training can help them support the people who need it most.\

Thanks,

Be Human Collective.

A HUMAN WROTE THIS

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