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Absolutely no one is immune to the challenges and uncertainty caused by the COVID-19 pandemic, and our clients are no exception.
The role of Universal’s Client Relations (CR) Team (Mark Glionna, John Leis, Brenda Munroe, Grace Barnard, Kathleen Pope and Wendy Nigro) in the management of the relationships with our clients has become even more crucial during these turbulent times.
Not surprisingly, Mark Glionna, Vice President – Client Relations & Business Development confirmed, “It has been very difficult for the majority of clients who are experiencing downturns in revenues, closures in some cases, often a shortage of staff and with most having to conduct business in a work-from-home environment”.
Although an integral part of the CR Team’s service process, “in person” meetings, is no longer possible, this has resulted in one positive change. It has been an excellent opportunity for our team to use technology to their advantage. “Face time” through Zoom, WhatsApp and Webex has enabled the CR team to make safe personal contact with our clients to show them our commitment and also offer any assistance they might need to navigate these turbulent times.
The Client Relations Team has been reaching out to clients over the past months to re-assure them that we are open and operating fully to meet their logistics needs, including the following:
- Ensure they are safe and healthy.
- Determine the impact COVID-19 has had on their business, staffing and operating hours.
- Answer any questions about our service and availability.
- Ensure they are keeping well informed about the impact COVID-19 is having on trade by way of our Route Newsletters and Email Alerts!.
- Keep them updated on government initiatives and changes that could impact them, e.g. how to take advantage of the GST & Duty deferral option.
- Determine areas for improved efficiencies, i.e. enrolling clients for e-billing, CBSA e-payment, UConnect, Smartborder.
- Offer help in enrolling clients in Direct Security payment programs so they can take advantage of the duty and tax deferral options.
- Provide support to clients who are exploring new and unique ways to sustain profitability, e.g. importing Personal Protective Equipment (PPE).
In their many conversations, clients commented on how much they appreciate receiving our phone calls checking on how they are doing and being kept updated through information updates from our COVID-19 Email Alerts and COVID-19 web site page.
Wendy Nigro best encapsulates the approach our CR Team is taking:
“The ‘humanity’ factor is even more pronounced now and the ‘business-only’ aspect takes a bit of a back seat. Our clients still receive the professional services required to overcome this massive obstacle known as COVID-19 but it’s also a time to reflect on the value and importance of family and life. We want our clients to know ‘We’re all in this together’”.
For more information, contact John Leis, Director – Client Relations.
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