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video

Manage customer satisfaction in a crisis – Relate Live

Anton
de Young

Are you prepared to manage your customer relationships when a crisis occurs? Your site has gone down and your customers are in a panic. Their mission critical tasks are blocked. Your customers are unhappy with you, their customers are unhappy with them. How will you respond to their inquiries and complaints? How will you get through the crisis without frustrating or losing customers?

Dave Dyson, Sr. Customer Service Evangelist for Relate, breaks it all down in this entertaining talk from Relate Live San Francisco. Dave's talk was a big hit at our Relate Live events in San Francisco, London, and Sydney, and we've made the recording available here for everyone to learn from and enjoy (you might want to pull on your Star Trek tunic before you queue up the video). You’ll learn best practices for managing customer satisfaction in a crisis—including the importance of being responsive and transparent.

 

This session was recorded on May, 12, 2016 at Relate Live San Francisco. This version has been edited for length.

Join us at Relate Live

The Relate Live events for 2016 are all wrapped up, but we’re huddled up backstage right now planning for 2017. Keep on eye on our Events page to find out where we’ll be in the new year.

Interested in speaking at a Relate Live event?

If you’re a customer service leader who’s passionate about building better relationships (with customers and your staff) and you’d like to share your experience and advice with your peers, contact us at relate@zendesk.com. Our upcoming events are listed at relate.zendesk.com/events. Send us your ideas and the event that you’re interested in and we’ll be happy to have a chat with you about participating.

Let’s us know what you think

Have any tips to share with the Relate community? Add your comments and let’s discuss.