With everyone at arm's length to protect from the Coronavirus, it can feel difficult to maintain warm connections. Here are best practices for at-a-distance customer experience you and your staff can implement today.
See our handy checklist and get started:
- Smile. When you talk on the phone—even if they only hear your voice—the smile comes though.
- Take a deep breath. Be patient and calm. Customers may be anxious. You can help them feel less stressed.
- Say their names. Saying "thank you, Joe" is much warmer than "no problem." (more on this here)
- Give a thumbs up or a virtual high-five at the drive-up. Though you can't shake hands, you can still create an emotional connection.
- Check your social media. It's more important than ever to recognize employees and customers. Give them shout-outs and lift up others.
- Check your phone system. Listen to on-hold messaging, after-hours recording and voice mail greetings. Are they still the same you've had since forever ago? They may need updated messaging.
For help creating a warmer customer experiece for your at-a-distance-bank brand, email Martha Bartlett Piland