Stop Blaming COVID for Poor Customer Service: Why the Pandemic is No Longer an Excuse

Jan 26, 2022

Nearly two years along the line, businesses have to serve a very different customer landscape than pre-Covid.

This brings a new set of challenges to the table. Many organisations have adopted new technologies and processes, with better communication and resources aimed at advice and support.

The pandemic has helped highlight weaknesses and even a lack of investment in service.

However, many businesses have also used the situation as an excuse for basic service failures.

Businesses may want to tread carefully. Customer patience is starting to wear thin, and customers are now becoming less lenient. This will only increase in the months ahead.

Businesses that fail to deliver an excellent customer experience risk losing clients, and those that continue to blame poor service on the pandemic will lose trust.

How can you best serve your customers?

As a business, you should acknowledge and respect the intelligence of your customers.

 

1. Avoid blanket messaging

Try to regularly communicate in an honest, non-defensive way. Have a conversation with customers rather than lecturing them on the difficulties.

By explaining the cause, the impact, and explaining what you are doing to help, you can build empathy and trust.

 

2. Understand the customers’ needs

Yes, you’ve had it tough – but so has everyone else. Empathy is key.

 

3. Introduce a phone solution that improves service

A powerful Cloud-based phone solution should be at the heart of your business.

Improve customer service with features such as call control, click to dial, and dynamic call reporting.

Achieve quality control with the ability to record, archive, search and play calls - giving you a better picture of performance levels.

Discover the right phone solution for you →

 

4. Adopt a multi-channel approach

Bring together a digital and human experience when engaging with customers.

You need to have a grasp on the available technology and which service elements require a human touch.

 

Good customer service will lead to good business performance. The rewards will come, you just have to hang in there…

 

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