The audit questions are typically such that it

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is very clear what needs to be done to fill the gaps. Gather your team, discuss what needs to be done to bring the organization closer to its customer experience maturity goals, establish a plan, and get to work.How to deal with your clients in difficult times? by WOW! Customer Experience | Mar 27, 2020 | News | 1 Comment dealing with customers in difficult times It is no secret to anyone that, in times of pandemic, uncertainty is the order of the day, everyone is doing what they should do (fortunately for the majority). But what is going to happen to the Economy?; How can brands survive? What can companies do to deal with their customers in difficult times? Here are some keys shared by the author Colin Shaw, which he shared in the specialized media CustomerThink and which, from our blog, we want to share with you: How to treat your clients in difficult times? 1.

Communication with the client is essential In times of trouble, it is best to start a dialogue with your customers. Additionally, it is better to over-communicate rather than to communicate or not communicate directly. Much of the problem in the current crisis is uncertainty. Communicating with your customers will not reduce global uncertainty around the health crisis. Still, it will provide a small sense of certainty about how your organization will react to it. People Netherlands Mobile Number List value predictability in times of uncertainty. So, do your small part. 2.- Be open and honest with your clients In this time, honesty, even if it is to give bad news, is undoubtedly understandable for any client. For example, companies like Southwest Airlines and Delta wrote to their customers to explain issues such as flight delays and even cancellations. In the case of Southwest, they reminded customers that they could change their flight for free.





Be careful with the tone of your communication It's best to have a sincere tone that is authentic, empathetic, and, perhaps most importantly, confident. People want leadership. People want to believe you, and they will only accept you if you are sincere and feel that you are authentic and empathetic to their situation. 4.- Listen to your client and put yourself in their place We recommend putting yourself in your clients' shoes. Recognize that they are anxious and worried right now. Empathy means you understand why they feel that way, but it doesn't mean you have to give them everything they demand. Listen to them. 5.- Invest in your clients for the long term People will remember the COVID-19 pandemic of 2020 and tell their stories. So make sure that when they do, they tell how your company made things easier for them. Nobel Prize-winning economist Daniel Kahneman talks about this with the Peak-End Rule. According to Kahneman, people only remember from their experience, the strongest emotion they experienced (The Peak), and how they felt at the end.