Customer service representative Jorik is working for a client where the phones are currently ringing off the hook. He shares his experience of working from home, how he handles the busy times, and offers advice on customer service during the Coronavirus period.

In a few weeks, the world around us has changed drastically. What has changed for you?

“A lot. Like many of my colleagues, I have been working from home since 16 March. I have never been a fan of working from home because I like to keep work and private life separate. But fortunately, everything works very well technically from home. I stick to the same procedures as in the office in terms of working hours, breaks, etc. And it works well for me. A bit of discipline is a requirement here. Additionally, I feel that this temporary way of working leads to fewer distractions. There is less chatting than on the floor. Communication with your team members is short and to the point, allowing you to get ahead faster in extreme busy periods.”

A lot is coming at you during these times, for example, in terms of busyness. How do you deal with that sudden pressure?

“Quite simply. The most important thing is to maintain oversight and calm. Keeping track of frequently asked questions and accurately following the information provided by the client.”

“The most important thing is to maintain oversight and calm.”

Jorik, Customer Expert at ContactCare

I can imagine you're receiving a lot of information in a short time. How do you ensure you stay informed and not overwhelmed?

“I do this by gathering as much information as possible and turning it into a concrete template for myself. This forms the basis of the information I deliver externally. We also use a chat channel where all questions are posted so everyone stays informed about the latest developments.”

And what do you notice with consumers? What are they particularly in need of at the moment?

“I mainly ensure that consumers are reassured with clear information about where they can find their answers. It is important in uncertain situations like this to avoid giving confirmations or commitments. People generally respond very gratefully to the information provided, as everyone is aware that the situation is complicated for everyone.”

I can imagine there are more emotions among people. Do you notice that, do consumers react differently than before?

“You could say that most people are responding more mildly given the sometimes dire situations they find themselves in.”

Finally, do you have any advice for your colleagues in the customer service profession?

“My advice is: keep conversations short, concise, very empathetic, and concrete. A listening ear alone can work wonders.”