Covid Customer Service- Part 2
(This article is based on extracts from Uncle Ralph’s Random Ramblings in DON’T DO IT THE HARD WAY - 2020 Edition)
Make it personal
In this period of Covid pandemic protocols we are being required to meet new challenges and obstacles to deliver outstanding customer service.
The pandemic frustrations have heightened anxiety and stress for everyone. Customers are in no mood for tolerating poor customer service and employees are equally fed up dealing with impatient and unsympathetic customers.
Customer service has always been the ultimate test for choosing our suppliers and business partners, brands, products and services. How did your own last purchasing decision go?
Add the personal touch to the online experience
In the pandemic world of 2020, we’re all doing more business online and missing the personal touch that always makes a difference. But making it personal does not mean displaying your messy office as background on a ZOOM call, wearing unprofessional attire as well as needing a haircut. And a barking dog in the background or a cat on the keyboard do not help. (Unless you really want to project the image of eccentric aunt Gertrude.)
And please don’t do the automated customer survey and ignore the feedback. Don’t just track the statistics, respond to the comments. You asked for it, right?
You’ll see, “Your service sucks and I’m taking my business to your competitor!” Or maybe, “Doreen and Nestor were excellent! Answered all my questions, upgraded my service plan and reduced my monthly fees. I’m giving you a shout-out to my 20,000 followers on social media.”
Both deserve a prompt personal response.
These are challenging times. Enlightened Entrepreneurs will lead the way.
Be better. Do better.
Del Chatterson, your Uncle Ralph
Read more of Uncle Ralph's advice for Entrepreneurs in Don't Do It the Hard Way & The Complete Do-It-Yourself Guide to Business Plans - 2020 Editions.
Read more articles at: LearningEntrepreneurship Blogs.