Case Study

How Lippert Components Is Keeping RV Service Rolling And Supporting Customers From Home

Source: Salesforce

Lippert Components, a Salesforce customer, wrote this article.

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At Lippert Components, there’s no such thing as a typical day when it comes to servicing our RV customers. Campers, manufacturers, and sales and service dealers have different needs, but all their requests are usually urgent. And although the global COVID-19 pandemic is presenting new challenges, we continue to support our customers — even though we can't help them in person.

Our customer service team now delivers service from home. We’re focused on maintaining a sense of normalcy to reassure our customers we’re here to support them. Here’s what we’re doing, what we’re seeing, and some recommendations.

Take care of teammates and nurture soft skills

Whether in a call center or the field, our team is used to having in-person conversations during the workday. We use Chatter to engage employees and encourage interaction. Each day, we ask our employees a question, like: “What are you having for lunch today?” This type of activity helps to reduce stress for our team, which carries over to how they interact with customers. When our team is calm, we find our customers are relaxed in return. 

Our team also taps into soft skills, like empathy, compassion, and problem-solving. Lippert focuses on hiring service professionals with strong soft skills and then conducts focused training during the winter months for further development. We use The Customer Service Revolution by John DiJulius as a guide, which provides strategies on how to build customer relationships and brand loyalty with soft skills. Check it out!

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