Customer Service in the Wake of COVID-19 – Webinar

Customer Service in the Wake of COVID-19:

What’s Changed, What’s Here to Stay and How to Navigate It All

Customer service and customer experience at every organization needs constant attention and diligence and 2020 proved no different. In fact, 2020 was quite possibly one of the most strenuous years for both customer service providers, as well as leadership teams across all industries and countries. In this 3-week webinar series, we addressed the current service environment and all that has changed, what will remain and how to move forward and thrive.

This recorded webinar will aid in providing a roadmap, and some assurance, for excelling at service and building customer experiences that are desired and reflective of our new service environment.

Some of the topics covered are:

  • Work environment
  • The customer shift in buying behaviors and expectations
  • Technology issues
  • People’s perception of their safety
  • Health – mental and physical 

Some of the topics covered are:

  • Compassionate communication as a focus
  • The concept of humanity in business?
      • Corporate social responsibility and community involvement and support
      • Tough conversations internally that require open minds and candid – sometimes confronting – discussions. 
      • Wellness support – to each other and by companies to their team.

Some of the topics covered are:

  • Acknowledging that this can be overwhelming.
  • Authentically doing business is the opportunity in all of this. 

“Tensions can lead to greater creativity because all those differences trigger divergent thinking, the ability to see something new when you are forces to look at an idea from someone else’s point of view.”

Francesca Gina, Psychology Graduate of HBS

Quote generated from Smarter Faster Better – The Transformative Power of REAL Productivity by: Charles Duhigg