Tips for Avoiding Escalations in a Pandemic

We are 10 months in to living with COVID and managing its impact on how we do business. Some countries are back in lockdown, some just emerging, and others are carrying on with minimal impact.

With many employees still working from home, it is timely to check-in on what is important to manage customers and avoid escalations.

1. Beware Zoom/Teams fatigue. There is a clear lack of interest by many to switch cameras on. You need to be very selective about when to schedule a 'camera-on' call but when you do, make the most of it! Emails, texts and phone calls are a lot more impersonal by comparison.

2. Commit to documenting conversations, decisions, actions, and the people who have been party to them. It is a lot more work now but crucial to avoid problems later.

3. Keep up communication. You almost need to feel like you are over-communicating! Stay focused on keeping people informed. Send update emails regularly and in the absence of the face-to-face connection, pick up the phone and talk to people.

4. Stay accountable. Keep your promises and do what you say you are going to do. Set clear expectations and if things change, make sure to reset expectations to avoid missing deadlines or commitments.