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FOREWARD
The onset of COVID-19 has changed our world unlike anything we have seen before. Masks have become our new normal, and in a society accustom to seeing faces, it’s uncharted waters for businesses and customers alike. CXE has launched a new guide, Mask Over Matter, to help organizations adjust their customer service strategy to make meaningful connections with customers and be successful in their recovery efforts.
“The golden rule in customer service has always been smile. But in our new reality we are now behind masks and communication has become more challenging,” says Lise D’Andrea, CEO and Founder, CXE. “Mask Over Matter is a guide to help organizations and businesses adjust their service strategy to provide the exceptional experiences customers still crave.”
Harnessing over 25 years of experience developing customer and employee experience strategies, CXE has developed a practical guide to help businesses quickly adjust to a society where mask wearing is prevalent. Relatively uncommon in the western world, masks traditionally have negative connotations and can be an enormous barrier to conversations and even casual interactions. Informed by research in the healthcare sector, Mask Over Matter is filled with important communication tactics to overcome the physical challenges of interacting with customer. Tips include how to use hand gestures, employing subtle body language, the power of active listening and honing emotional intelligence to build understanding.
“Wearing masks is an important tactic in keeping each other safe and stopping the spread of COVID-19 - and they may even become permanent fixtures in our society as they have in other parts of the world. As businesses set sights on recovering from the pandemic, they need to work around the perceived barrier of masks and quickly adapt to our new world. We want to help in the recovery process and hope our new guide will give them a head start,” says Lise.