Operational challenges are bound to occur , planning your response before they happen has been very helpful to any team that acts out the blueprint. 1. The team needs to know that this will happen once in a while and not be thrown back when it does occur. 2. Always have a plan B which can be activated within a short while. This should be tested periodically to ensure they don't fail at the hour of need. 3. Confidence coming from the knowledge of what has gone wrong and the activation of the alternatives ensures that your team remains calm at all times. Like acting out a script, customers are attended to while apologizing with a smile.' You don't want to wear a look showing " I don't know what went wrong' Always remain calm. thank you

Always start with sustainable actions to implement in the organisation. Process before People. Regulations before Instruction. System before Operations. Streamline foundational requirements and free up space for complex needs.

1. Understand customer's needs. 2. Welcome each Feedback and get a solution to avoid multiple occurrences. 3. Identify the root cause of challenges and opportunities to improve. 4. Keep your customers updated about operational updates or any changes that may cause inconveniences.

To ensure a positive customer experience during operational challenges: 1. Proactive Communication: Inform customers about issues and set clear expectations. 2. Empower Frontline Teams: Give agents tools and authority to resolve issues quickly. 3. Prioritize Feedback: Gather customer input to identify pain points and improve processes. 4. Self-Service Options: Provide FAQs, chatbots, and portals for quick issue resolution. 5. Continuous Training: Train teams in communication, empathy, and problem-solving. 6. **Cross-Department Collaboration**: Work with other teams to address root issues. 7. Monitor Key Metrics: Track satisfaction and resolution rates for continuous improvement. This ensures customers feel valued, even during challenges.