A Silver Lining to Working Remotely

by Deborah Rinner, VP, Chief Learning Officer

Is the virtual organization we have had to step into these past few weeks due to the virus really a new thing? Martin Mickos, CEO of HackerOne, shares an analogy that is helpful to think about in an article titled “8 Strategies to Set Up Remote Work in the Time of Coronavirus Outbreak”.

Can You Get These True or False Questions Right?

Customer Service in a Crisis Quiz

1. T/F A crisis in customer service is any incident which affects many customers at the same time.
2. T/F In a time of crisis, you don’t need to think about your message being consistent with your brand, just get the message out.
3. T/F A leader’s emotions in a crisis carry extra weight as they will influence how secure people feel.
4. T/F A written crisis communication needs to be inclusive of all aspects of the crisis to be useful to your customer.
5. T/F Businesses that develop customer experience protocols prior to a crisis are more effective when dealing with one.

Have Your Answers Ready?

1. A crisis can be a service disruption, a security incident, legal entanglement, physical emergency, or a public relations nightmare that affects many people.
2. False: Your crisis communication should be consistent with your brand and reflect your brand in order to preserve trust.
3. True: A leader remaining calm yet executing with transparency not only influences feelings of security but also influences focus and productivity in times of crisis.
4. False: Some crisis communications are better received if they are short and to the point as to why it affects the individual customer it is being sent to.
5. True: Customer experience protocols can be as simple as a list of guidelines of what to do or think about with regard to the customer in a time of crisis. If in place before the crisis, protocols can alleviate the crisis being handled poorly by the customer service representative.