Covid Customer Service
(This article is based on extracts from Uncle Ralph’s Random Ramblings in DON’T DO IT THE HARD WAY - 2020 Edition)
Empathy on steroids
In this period of Covid pandemic protocols we are meeting new challenges and obstacles to delivering outstanding customer service. It’s time for new levels of empathy and understanding. And customers are likely to be in no mood for tolerating deficiencies.
The pandemic frustrations and isolation from normal social and business activities has heightened our levels of anxiety and stress to the point of explosion at the slightest disturbance.
Customer service has always been the ultimate test for Enlightened Entrepreneurs – demonstrating how well they treat their employees by how well their employees treat the customers. It’s the final decision-making factor in how we vote with our purchasing dollars, both as consumers and as business-to-business clients.
This period presents a severe test.
How well are you responding to the fears and obstacles arising out of the Covid-19 pandemic – meeting protocols for hand sanitizers, maintaining social distance and wearing masks? How do you handle people who don't behave; who refuse to follow the public health guidelines or who are not at all sympathetic to the current restrictions on your normal levels of staffing, facilities and services? Are your staff well informed, well trained and prepared to respond appropriately? Will you retain existing loyal customers or gain new ones? Or both.
These are challenging times. But with sufficient compassion and understanding we can take care of each other and get through this together. Enlightened Entrepreneurs will lead the way.
Be better. Do better.
Del Chatterson, Your Uncle Ralph