As I think about what’s ahead for businesses this year, one thing is certain: The time is now to prepare for a post-pandemic world. Service organizations need to see this as an chance to evolve their approach to customer service, including creating a multichannel customer experience that is always on. One strategy to accomplish this is to make sure your team is prepared to go into the battle with carefully chosen armor.
While our interactions with customers should never be seen as a “battle,” I think it’s essential that we look at the near-term challenges as one that will require a suit of armor. Returning to “business as usual” is likely to present a variety of situations and interactions, not all of them positive. Some guests will be enthusiastic to be back and grant us extra patience when systems are different than B.C. (before COVID). Others, however, may be handling emotions that are raw, making them quick to anger, and frustrated with challenges they’ve been dealt. To us, the armor you prepare your team with now is what will enable them to best deliver on the promises made to your clients in the coming months.
So what will customers be expecting? In our research, we identified three main areas customer service teams need to be prepared to address in response to the predicted post-pandemic expectations: transparency, automation, and the human connection with a touch of personalization.
Customer Experience Expert Laurie Guest will take a deeper dive into each of these areas to help your members understand how they can prepare their banks to service customers.
Then it’s up to them to get their team “armored” up. They need to create an army of trained professionals who know how to get things off to a positive restart!
About Laurie: An entrepreneur, keynote speaker and author, Laurie Guest, CSP is a “go-to” resource for customer service excellence. For more than two decades, she has shared her practical point of view on customer service and staff development with audiences and companies across the country, blending real-life examples and proven action steps for improvement. Her latest book, The 10¢ Decision: How Small Change Pays off Big, presents her most sought-after and impactful strategies to find and retain the best staff and highest-quality customers while delivering exceptional guest experiences.
TOPIC: The 10¢ Decision: How Small Change Pays Off Big
The 10¢ Decision is Laurie’s keynote presentation that features real-world stories, spot-on examples and actionable insights into immediately improving your customer service delivery.
Laurie has several options available to fit any budget:
- Live virtual
- Generic pre-recorded video
- Customized pre-recorded video
- LIVE onsite
Please connect with us for more information on Laurie’s programs and availability.