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A new normal: the resurgence of better communication?

Business within all sectors globally are in an unusual position right now, where it’s difficult to say what the landscape is going to look like in even a few months’ time. As countries all over the world embrace social distancing, many businesses have had to adapt to find new ways of running as close to business as usual – or changing up services altogether.

At The Telemarketing Company, we’re fortunate to be able to continue to offer our full range of services currently. As advocates of the power of meaningful communication, we strongly believe that the best thing we can do right now is keep in touch with each other, whether that’s our colleagues, clients, suppliers or other surrounding communities.

With this in mind, we’ve put together some key considerations for businesses during these challenging times.

 

Clear, consistent messaging

With more people than ever turning to online channels as a news source, and brands within all industries currently publishing their response to the coronavirus situation, it’s essential that the message you are communicating right now is clear and consistent across every channel utilised.

You don’t need to have an opinion on the outbreak, but what your stakeholders are looking for from you right now is clarity. Ensure you are communicating clear information on changes to your services or opening hours and that this message is prominent across all the channels you normally operate to eradicate any uncertainty.

 

Keep communicating

Whilst you’re not expected to be an authority on the global situation, you should prioritise communication as a key business goal in order to maintain the trust and relationships you’ve built over time. It’s important to remain present throughout this period, whether it’s business as usual on your end or not.

Ultimately, we all need to keep some long-term vision in mind and every business has a social responsibility to its communities, so provide your clients and suppliers with the reassurance that you’re still present and ready to respond to any concerns. Additionally, if you’re facing unprecedented demand during this time, delays or shortages in products or services, tell your customers. In a time of the unexpected, your honesty and transparency will go a long way. 

 

Adapt to provide alternative services

For the many businesses that pride themselves on customer centricity, now is your time to shine. Consider how you can be more flexible with some of the alternative methods of providing the same quality services to your customers. If you previously relied on footfall and in-person communications, why not think about bringing your services to the customer with video conferencing? Or for professionals who might usually communicate with clients via email, pick up the phone or host a video call to reinforce your commitment and availability.

With so many people adjusting to social distancing or isolation, going the extra mile for your customers is the difference between them returning when the outlook is brighter or your brand presence fading into the noise.  

If these unprecedented times have taught us anything so far, it’s the importance of authentic, human communication. With so many of us adapting to different communication channels as the new normal, it poses the question as to the extent this period will influence how we interact with each other going forward.

At The Telemarketing Company, our success over the past 30 years is based on our ability to communicate clearly, using the phone to provide responsive customer support and promote products and services remotely. With our team working safely from home, we are fortunate to be able to offer support to any organisations struggling to maintain ‘business as usual’ amidst the disruption. Get in touch today if you think we can help you.

 

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