As COVID-19 continues to affect how we live and work, it’s more important than ever that you look after your team, so they can do their very best by your customers.
When we last published the SenseCX Benchmark results – what seems a lifetime ago, back in April – the country was in the throes of initial lockdown, and service providers were focused on keeping day-to-day operations functioning in a new and remote workplace environment. And to a large degree many organisations have weathered that storm – new systems, processes and channels have been rolled out to account for new ways of doing business.
What is less clear-cut is the effect of these changes on both the quality of customer interactions, and on the well-being of teams on the front line of customer service.
Bouncing back: a renewed focus on people
As the country begins to put the pieces back together in the wake of COVID-19, one thing is certain: looking after each other has never been more important. Your customers are reeling from the dramatic impact COVID-19 has had on their lives, so when they seek help from your team the quality of those interactions is more important than ever. Our SenseCX quality assessment results show a slight downturn across a number of sectors. Although – perhaps surprisingly – one of our hardest hit industries, Education, has bucked this trend, focusing on supporting current and prospective students through the changing environment.
Your customers are reeling from the dramatic impact COVID-19…when they seek help from your team the quality of those interactions is more important than ever.
Frontline staff are facing some difficult conversations from a population in distress. Even those not facing financial concerns are in a heightened emotional state, following months of global uncertainty and the social deprivation caused by lockdown. Taking positive steps towards helping your team manage themselves and their customers during those crucial conversations should be a key focus in the coming months. Don’t hesitate to reach out to the team here at CSBA to discuss how we can help you renew your focus on people – customers and staff alike.
Cross-sector performance
Click here to learn more about how the assessment program operates.
