Keep yourself safe and informed
Stay up to date by following credible, official sources such as the World Health Organization (WHO) and your local government health department so you can respond quickly to changes that could affect you or your customers.
Follow WHO on Facebook – Click Here or Instagram – Click Here
Website – Click Here
Try hosting online events
As the majority of event have been postponed, reduced in size or canceled as a result of the outbreak, you could host a webinar or organise live sessions on social channels such as Facebook or Instagram. My previous post covered step on how to do this – Click Here to read more.
Prepare a customer service plan
In order to be responsive and transparent with your customers during this challenging time, have a list already prepared for incoming questions and requests. Draft templated responses for your emails or set up instant-reply messages with information you expect your customers will be looking for (Click Here). Connect with your customers for free in real time using Instagram Direct messages (Click Here), Messenger (Click Here) or setting up a WhatsApp Business profile (Click Here).
Provide a list of frequently asked questions (FAQs)
Prepare a list of responses for questions your customers are likely to ask, and provide as much detail and reassurance as possible in your answers. Here is an example of what an FAQ could look like:
Q: Can I cancel my order (travel tickets/educational programmes/gym memberships)?
A: Of course we will cancel your order/reschedule or cancel your trip/pause your membership on request. Once your order has been cancelled, the spend amount from your original purchase will be refunded to your account. We look forward to doing business with you again soon.