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What do you do if your organization undergoes major changes and you're a customer support professional?

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Change is a constant in the business world, and as a customer support professional, you're on the front lines when your organization undergoes major shifts. Whether it's a merger, a shift in company policy, a new product line, or a change in customer service platforms, these transformations can be unsettling. However, they also present an opportunity for growth and learning. Your role is crucial in maintaining the balance between the company's new direction and the expectations of its customers. To navigate these changes successfully, you'll need to adapt, communicate effectively, and stay informed—ensuring that the quality of support you provide remains high.

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Oderonke Odeniyi

|| Empathic Customer Success Manager ||Forbes BLK Member|| I help business owners use Data Analysis to understand…

1 Stay Informed

In times of organizational change, staying informed is your first line of defense. Make it a priority to understand the nature of the changes and how they will affect your role in customer support. Attend all training sessions and meetings that are relevant to the new developments. If your company is rolling out a new product or service, take the initiative to learn about it as thoroughly as possible. This knowledge will not only help you answer customer inquiries with confidence but also allow you to provide feedback to your company on potential issues from a customer's perspective.

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Oderonke Odeniyi

|| Empathic Customer Success Manager ||Forbes BLK Member|| I help business owners use Data Analysis to understand customers' needs & improve customers' experience || Educator ||Public Speaker||LinkedIn Growth Coach
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If my organization undergoes major changes and I work there as a customer support professional, I will ensure I quickly understudy the new system and work in line with the new policies and regulations because it will be more like working for a new organization

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Lucas Almeida

Consultor de Processos, Qualidade & CX | Excelência Operacional | Gest?o de Projetos | Solu??o de Problemas | Planejamento Estratégico | Six Sigma | Lean Manufacturing
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From my understanding, it’s essential to stay informed when major changes happen. Therefore, being tuned in topics regarding risks mapped, how resources are allocated and decisions made is a must. In case you are a customer support lead, look for the context changes that could impact the work of your team and processes related, check with change sponsors what can be communicated and when in order to avoid spreading classified information, making your team members feel part of the change workflow. If you are part of a customer support team, ask the pertinent questions to your lead and feel free to communicate with change sponsors too. As the context is understood, it’s important to bring your point of view and make suggestions as well.

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Omar Machado

MBA | MIT | Ph Ed| Project Management | Data Analysis and Process Improvement |
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it's essential to adapt quickly, stay informed, and maintain a proactive approach to your role. Engage with management and leadership to understand the changes, their impact on customer support operations, and any new processes or tools being implemented.

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Love Chukwudum

Airbnb Co-host | Vacation Rental Manager | STR Arbitrage Finder | Short-Term Rental Management | Remotely Supporting Hosts | I help STR property owners simplify the complexities of managing short-term rentals with ease.
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Keep abreast of any announcements or communications regarding the changes. Understand the reasons behind the changes and how they will impact the customer support department and your role specifically. Also, seek clarity from management regarding the changes and how they will affect your responsibilities, workflows, and performance metrics. Ask questions and express any concerns you may have.

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2 Adapt Quickly

Adaptability is a key skill for customer support professionals, especially during major organizational changes. Embrace new technologies, processes, or policies quickly. If your company is implementing a new customer relationship management (CRM) system, for example, dive into the training materials and become proficient as soon as you can. Your ability to adapt will not only benefit your performance but also serve as a positive example for your colleagues and reassure customers that they are still in capable hands.

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Love Chukwudum

Airbnb Co-host | Vacation Rental Manager | STR Arbitrage Finder | Short-Term Rental Management | Remotely Supporting Hosts | I help STR property owners simplify the complexities of managing short-term rentals with ease.
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Most importantly, embrace change. Approach the changes with a positive mindset and a willingness to adapt. Recognize that change can bring opportunities for growth and improvement, both personally and professionally. Be a supportive presence for your colleagues during times of uncertainty. Offer encouragement, share information, and collaborate to navigate the changes together as a team.

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3 Communicate Clearly

Clear communication is essential when dealing with changes within your organization. Keep your customers informed about what the changes mean for them without overwhelming them with jargon or unnecessary details. If your company is changing its return policy, for example, explain the new process in simple terms and reassure customers that their satisfaction remains a top priority. Internally, communicate any customer concerns or feedback to management, so they can address potential issues early on.

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4 Maintain Positivity

A positive attitude can go a long way in smoothing the transition during major changes. Customers will often take their cues from you, so if you remain upbeat and confident, they are more likely to react positively to the changes. If you encounter frustration or confusion from customers, acknowledge their feelings but steer the conversation towards solutions and the benefits of the new changes. Your positivity will help foster a more accepting and cooperative environment for everyone involved.

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Oderonke Odeniyi

|| Empathic Customer Success Manager ||Forbes BLK Member|| I help business owners use Data Analysis to understand customers' needs & improve customers' experience || Educator ||Public Speaker||LinkedIn Growth Coach
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I will then key into the new features and structures so as to quickly get used to them to avoid being confused. I will ensure I also grow by acquiring new knowledge that will build my career so as to stay relevant and updated with new trends and happenings.

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5 Offer Assurance

During times of change, customers need assurance that their needs will continue to be met. Be proactive in offering support and be ready to address any concerns they may have about the changes. If your company is discontinuing a product, for instance, guide customers towards alternatives and emphasize the benefits of the new options. Your reassurance can alleviate customer anxiety and build trust that your organization values their loyalty and satisfaction.

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Oderonke Odeniyi

|| Empathic Customer Success Manager ||Forbes BLK Member|| I help business owners use Data Analysis to understand customers' needs & improve customers' experience || Educator ||Public Speaker||LinkedIn Growth Coach
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I will encourage my colleagues in the office to keep building capacity as well because an opportunity to fill a bigger position may arise in the near future and only those who have upskilled will be privileged to access such positions.

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6 Seek Feedback

Finally, actively seek feedback from customers about how the changes are impacting them. This not only shows that you care about their experience but also provides valuable insights that can help your organization fine-tune the transition process. Encourage customers to share their thoughts and be sure to listen attentively. Relay this feedback to your team and management, as it could be crucial in making adjustments that enhance customer support and improve overall satisfaction.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your organization undergoes major changes and you're a customer support professional?

1

2

3

4

5

6

7

1 Stay Informed

2 Adapt Quickly

3 Communicate Clearly

4 Maintain Positivity

5 Offer Assurance

6 Seek Feedback

7 Here’s what else to consider

Customer Support

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What do you do if your organization undergoes major changes and you're a customer support professional?

1

2

3

4

5

6

7

1 Stay Informed

2 Adapt Quickly

3 Communicate Clearly

4 Maintain Positivity

5 Offer Assurance

6 Seek Feedback

7 Here’s what else to consider

Customer Support

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