Joining us today we have Vikas Bhambri, the SVP of sales and CX at Kustomer, Rob Young, the Director of Customer Support at BambooHR, and Jamie Whited, an expert consultant in client service and client experience. We discuss some of the things and issues each of us has had to deal with during the pandemic. A lot of industries are dealing with an increase in requests and inquiries, and we all have had to adjust and make sure we are continuing to provide that human to human help that people need to continue moving forward. Rob tells how they have been able to focus and become more empathetic with their customers by getting a lot more specific with the questions they ask. We talk about what kind of things to say to the customers who are struggling in these times, and then what we can do to keep the customer service representatives motivated and going in our company visions. Tune in!

Guest introductions 1:21
Where do we go from here with all these challenges? 7:26
How Rob has dealt with increases and decreases in inquiries 11:37
How to approach empathetic or non empathetic customers 15:00
How have they been able to keep the reps going? 18:52

“We always tell the teams, ‘You can only control your reaction. So if somebody is coming at you like that in a very frustrated manner, then you turn around and you just give them the biggest virtual hug and empathy that you can potentially give them, or tell them that you understand where they’re coming from and you are so sorry for their loss, and that we’re going to do everything that we can to make this right for you.’ And that seems to calm people down in pretty much any industry.” 15:29