E26: Care, Part 4: Customer Care in Tense Times: In-person, online, and over the phone

Episode 26 Featured Image Customer Care
Small Stage, Big Impact
Small Stage, Big Impact

Are you tired of bro marketing, manipulative algorithms, and sales funnels that encourage you to ‘trip’ a prospect to make her buy more? Then you’re in the right place.

On Small Stage, Big Impact veteran digital strategist, Renia Carsillo, combines solo teaching episodes with interviews to help you learn how to build a sustainable, people-first digital strategy that works for your business. Along the way, she speaks to digital activists, upstart developers, badass content creators, brave community leaders, and other behind-the-scenes folx you probably haven’t heard on a podcast before. To help you answer one important question:

How do we do better digital (#DoBetterDigital) so we can be better humans?

26: Care, Part 4: Customer Care in Tense Times: In-person, online, and over the phone (Customer-Care Episode) Solo Episode
byLourenia Carsillo

How do we show up to serve others, when showing up is dangerous?

 

In our final episode on care, we discuss the unique challenges businesses are facing right now with customer care. Health, safety, and social issues dominate our news feeds. Our daily routines have been restructured. Anxiety is spiking for everyone and impacting our relationships.

 

In today’s tense environment, customer service is more vital than ever. We could unintentionally erode customer trust and loyalty without ever speaking to a customer in person. How do we avoid losing customers when our usual methods of communication have changed?

 

The way you serve your customers must evolve to fit this moment.

 

Consider the way that you are currently interacting with your customers. If you are still able to engage with them in person, are you:

 

  • Being purposeful with your body language
  • Finding ways to greet them while maintaining social distance
  • Learning to accommodate customers who are hard of hearing

 

If you speak with customers on the phone, are you:

 

  • Giving them your full, enthusiastic attention
  • Being clear in your speech to reduce misunderstandings

 

If you interact with customers online, are you:

 

  • Using available resources to ensure quick responses
  • Making it clear how you want customers to contact you

 

We address each of these issues with action items you can put in place today to improve customer retention and loyalty.

In episode 26 of Small Stage, Big Impact we discuss:

  • [5:28] Why your customer care needs to evolve to retain clients in 2020
  • [9:15] How mask-wearing impacts in-person customer care and solutions for building rapport
  • [13:11] How 30 seconds can change your demeanor and positively affect customer interactions
  • [16:23] Training on ways to communicate with the deaf and hard-of-hearing community when mask-wearing provides an obstacle
  • [19:35] The need to develop new habits in our body language when greeting or welcoming customers
  • [22:11] The vital importance of empathy right now when everyone is stressed
  • [25:00] The transformative power of the “mirror trick” to help your team be enthusiastic and engaged on the phone
  • [27:20] Training your team to speak slowly and clearly to avoid misunderstandings on the phone
  • [30:04] How a quick response is the most important part of online service
  • [33:20] The importance of cultivating trust with your customers by making it clear how they can get service from you

 

Resources mentioned by Renia in the episode:

How do we show up to serve others, when showing up is dangerous?

In our final episode on care, we discuss the unique challenges businesses are facing right now with customer care. Health, safety, and social issues dominate our news feeds. Our daily routines have been restructured. Anxiety is spiking for everyone and impacting our relationships.

In today’s tense environment, customer service is more vital than ever. We could unintentionally erode customer trust and loyalty without ever speaking to a customer in person. How do we avoid losing customers when our usual methods of communication have changed?

 

The way you serve your customers must evolve to fit this moment.

Consider the way that you are currently interacting with your customers. If you are still able to engage with them in person, are you:

  • Being purposeful with your body language

  • Finding ways to greet them while maintaining social distance

  • Learning to accommodate customers who are hard of hearing

If you speak with customers on the phone, are you:

  • Giving them your full, enthusiastic attention

  • Being clear in your speech to reduce misunderstandings

If you interact with customers online, are you:

  • Using available resources to ensure quick responses

  • Making it clear how you want customers to contact you

We address each of these issues with action items you can put in place today to improve customer retention and loyalty.

Episode 26 Recap

  • [5:28] Why your customer care needs to evolve to retain clients in 2020

  • [9:15] How mask-wearing impacts in-person customer care and solutions for building rapport

  • [13:11] How 30 seconds can change your demeanor and positively affect customer interactions

  • [16:23] Training on ways to communicate with the deaf and hard-of-hearing community when mask-wearing provides an obstacle

  • [19:35] The need to develop new habits in our body language when greeting or welcoming customers

  • [22:11] The vital importance of empathy right now when everyone is stressed

  • [25:00] The transformative power of the “mirror trick” to help your team be enthusiastic and engaged on the phone

  • [27:20] Training your team to speak slowly and clearly to avoid misunderstandings on the phone

  • [30:04] How a quick response is the most important part of online service

  • [33:20] The importance of cultivating trust with your customers by making it clear how they can get service from you

Resources Mentioned in Episode 26

Sometimes our show notes contain affiliate links. We only recommend books, products, or services we feel great about and believe will support you in your work. These small commissions help pay for the production of our show each week. We do not accept show sponsorships or host guests in exchange for compensation of any kind. Thank you for supporting us by using our links to purchase when we’ve recommended something that piques your interest.

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Small Stage, Big Impact is hosted by Renia Carsillo (that’s me!). I am hardcore passionate and committed to bringing the systems and strategies that give big brands an unfair advantage to local businesses. For that reason, I created the Local Rock Star Intensive, where I help local business owners use their small stage to have a BIG impact. Thank you for being here and reading this far!

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