Customer Service: Why it’s
more important than ever
to take care of your clients
We have to start thinking fast forward after the worst of the coronavirus pandemic passes.
Nothing will be as it used to, however many of the businesses that have hit pause are not to disappear forever.
Can you imagine a world without airlines, restaurants, and massive sports events?
We sure can’t. And you shouldn’t either.
Enterprises, banks, government, and agencies should not leave their customers hanging.
Surfing the Skies
Since the beginning of the outbreak, airlines have taken a considerable toll.
Ten million jobs are tied to aviation in the US, from inflight catering, airport driving to airplane washing.
The big four will most likely endure past the outbreak. American, Delta, Southwest, and United. But half of the world’s airlines could collapse or merge.
As demand plummeted, shares prices dropped by half. CEO Ed Bastian said that Delta was burning through $60 million in cash every day.
US Congress approved a $2 trillion COVID-19 relief package. CNBC said that “The aid also allows for $29 billion in loans for passenger and cargo Airlines”.
The US government has mandated the airline industry as essential.
American Airlines, United, Delta, and JetBlue are amongst the airlines applying for government grants to stay afloat.
The Centers for Disease Control and Prevention has released a series of measures airlines and employers should take to protect themselves and their passengers from COVID-19.
As if having advanced logistics planned to the second wasn't challenging already, now they're having to deal with cancelations, refunds, making payroll, and addressing an angry mob of desperate customers.
Carriers will have to employ all efforts to maintain close communication with their passengers, employees, and suppliers. When the masses are panicking, the first ones to deal with it are usually service workers.
In China, Hainan Airlines, operator of 1800 international and domestic destinations, was one of the first carriers to adapt their large workforce into supporting their customer service remotely.
Crisis management is most needed. Issuing press releases, refund policies, and granting cancelations it's what's going to cost airlines to endure a long-lasting relationship with their passengers once the storm has passed.
Banks
In 2018 more than 6.3 million people were working for Financial Services and Insurance in the US.
Transitioning from over the counter services to online has not been seamless, but thanks to cloud services, banks have been able to keep their services running.
Having in place a cloud base management system and help banks keep track of their representatives and equip them with the right tools to address customers' concerns amid the isolation economy.
Identity verification is among the concerns for security. Some are extending their voice ID verification that was already in place for some operators.
The American Bankers Association (ABA) released a “Pandemic Response and Business Continuity Resources for Banks," where they share their guidance about the latest actions set in place. Hence, institutions and clients are aware and informed about the measures that are being taken.
Technology is causing small banks to level up the battlefield. If they take advantage f this opportunity, they may come stronger after the outbreak is controlled.
Acknowledging customers' concerns diligently is what's going to make a difference between banks and gain their clients' trust and loyalty.
Government
The US government issued a series of press releases as a response to the coronavirus pandemic.
The Treasury and IRS delayed Federal Tax Day from April 15 to July 15 because of the outbreak.
We are now relying on the government to guide us through changes in policy and health and safety measures.
Each state is now communicating its measures on its State Health Departments.
If the government handles this crisis efficiently, its citizens' trust will be restored; if not, it can result in catastrophic consequences.
Focusing on customer service
In 121, our client’s wellbeing has always been at the core of our business.
During times of uncertainty, we have made sure that we let everybody know that we are operating business as usual.
We maintain close and constant communication to reassure our clients that we are a dependable partner, and they are not to expect a loss on the quality of deliverables nor delays.
Now more than ever, its essential we face challenges with the utmost creative solutions to not only stay afloat but to thrive. We got your back.
WWW.121CORP.COM
PRIVACY POLICY
This privacy policy has been compiled to better serve those who are concerned with how their 'Personally identifiable information' (PII) is being used online. PII, as used in US privacy law and information security, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context. Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website.
What personal information do we collect from the people that visit our blog, website or app?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, phone number or other details to help you with your experience.
When do we collect information?
We collect information from you when you subscribe to a newsletter, fill out a form or enter information on our site.
How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
• To send periodic emails regarding your order or other products and services.
Consent
We’ll ask for your consent before requesting any type of information, it’ll also be optional to do so. You can also easily withdraw it or change it at any time. However, failure to provide that consent will prevent us from delivering content and other experiences to you.
Where do we storage your data?
We store all your data exclusively on our servers for at least a year, and we are the only ones that have access to them.
How can you access to your data?
You can exercise, at any time, the rights of access, rectification, cancellation and opposition of your personal data via email, addressed to privacidad@121corp.com indicating your name, surnames, telephone number, attaching a photocopy of your ID or official document that proves your identity and clearly indicating the right you wish to exercise.
How to ask us to delete your data?
If you would like to unsubscribe from any of our communications you may do so by sending us an email to privacidad@121corp.com. Otherwise, by continuing to interact with our emails, you provide us with permission to manage and use your data as described above.
How do we protect visitor information?
We do not use vulnerability scanning and/or scanning to PCI standards.
We use regular Malware Scanning.
Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.
We implement a variety of security measures when a user enters, submits, or accesses their information to maintain the safety of your personal information.
All transactions are processed through a gateway provider and are not stored or processed on our servers.
What happens if there’s a data breach?
We will inform all of our users within the first 72 hours.
Do we use 'cookies'?
We do not use cookies for tracking purposes
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies.
You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser's Help menu to learn the correct way to modify your cookies.
If you disable cookies off, some features will be disabled that make your site experience more efficient and some of our services will not function properly.
Third Party Disclosure
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information.
Third party links
We do not include or offer third party products or services on our website.
Google
Google's advertising requirements can be summed up by Google's Advertising Principles. They are put in place to provide a positive experience for users.
https://support.google.com/adwordspolicy/answer/1316548?hl=en
We use Google AdSense Advertising on our website.
Google, as a third party vendor, uses cookies to serve ads on our site. Google's use of the DART cookie enables it to serve ads to our users based on their visit to our site and other sites on the Internet. Users may opt out of the use of the DART cookie by visiting the Google ad and content network privacy policy.
We have implemented the following:
• Google Display Network Impression Reporting
• Demographics and Interests Reporting
We along with third-party vendors, such as Google use first-party cookies (such as the Google Analytics cookies) and third-party cookies (such as the DoubleClick cookie) or other third-party identifiers together to compile data regarding user interactions with ad impressions, and other ad service functions as they relate to our website.
Opting out: Users can set preferences for how Google advertises to you using the Google Ad Settings page. Alternatively, you can opt out by visiting the Network Advertising initiative opt out page or permanently using the Google Analytics Opt Out Browser add on.
California Online Privacy Protection Act
CalOPPA is the first state law in the nation to require commercial websites and online services to post a privacy policy. The law's reach stretches well beyond California to require a person or company in the United States (and conceivably the world) that operates websites collecting personally identifiable information from California consumers to post a conspicuous privacy policy on its website stating exactly the information being collected and those individuals with whom it is being shared, and to comply with this policy. - See more at:
http://consumercal.org/california-online-privacy-protection-act-caloppa/#sthash.0FdRbT51.dpuf
According to CalOPPA we agree to the following:
Users can visit our site anonymously
Once this privacy policy is created, we will add a link to it on our home page, or as a minimum on the first significant page after entering our website.
Our Privacy Policy link includes the word 'Privacy', and can be easily be found on the page specified above.
Users will be notified of any privacy policy changes: • On our Privacy Policy Page Users are able to change their personal information: • By emailing us
How does our site handle do not track signals?
We honor do not track signals and do not track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.
Does our site allow third party behavioral tracking?
It's also important to note that we allow third party behavioral tracking
COPPA (Children Online Privacy Protection Act)
When it comes to the collection of personal information from children under 13, the Children's Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, the nation's consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children's privacy and safety online.
We do not specifically market to children under 13.
CAN SPAM Act
The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.
We collect your email address in order to:
To be in accordance with CANSPAM we agree to the following:
If at any time you would like to unsubscribe from receiving future emails, you can email us at
• Follow the instructions at the bottom of each email. and we will promptly remove you from ALL correspondence.
Contacting Us
If there are any questions regarding this privacy policy you may contact us using the information below.
www.121corp.com
7315 Winsconsin Avenue, Suite 400 W
Bethesda, MD 20814
USA
privacidad@121corp.com
Last Edited on May 25, 2018