During the pandemic, there have
been many changes in customer service. The most obvious one is that employees
cannot work at their workplace because of the quarantine, leading to a
significant drop in productivity.
Another is how customers are now
being asked to provide more information when dealing with customer service
teams because of increased security measures requiring identity verification.
All these are significant changes
that have happened because of COVID-19. This article aims to help you navigate
how to offer consistent customer service amidst the pandemic.
How to Provide Stellar Customer
Service During the Pandemic
1. Focus on creating connections
Creating connections is essential
for businesses to provide great customer service during the COVID-19 pandemic.
As a business, you must ensure that your customers are happy. They must feel
they are being taken care of wherever they are in the world. Their loyalty can easily go
elsewhere if they do not feel supported.
Connecting with your customers is
beneficial not only for them but also for you. It can lead to increased sales
and more profits for your company. Customers who feel their needs are being met
will be more likely to buy from you or refer others to your business.
2. Understand that customers’ needs change
Customer service is all about
meeting the customer's needs, and as customers' lives and goals change, so must
their expectations for what they need from a business. If a company is not
paying attention to how its customers are changing, then it is more likely to
lose them.
Moreover, suppose a company is not
paying attention to how its customers change and respond appropriately. In that
case, it may miss out on growth opportunities because of outdated practices.
If you continue offering services
or products your customers no longer need or want. Then, you will not be able
to incentivize consumers to continue using your services or buying your
products.
3. Focus on customer retention
Customer retention is important
because it helps businesses stay afloat during the COVID-19 pandemic. Identify
your customers’ pain points and develop creative ways to reach them.
In a normal year, businesses focus
on acquiring new customers through advertising, sales promotions, and social
media. But during this pandemic, when people are afraid to leave their homes
and are concerned about how to get food delivered, it is more important for businesses to go
online
and focus on retaining their current customers.
If you can keep your current
customers happy and engaged with your business, then there's a good chance they
will continue buying from you even if they cannot come in person.
4. Take advantage of online platforms
Businesses should take advantage
of online platforms to offer great customer service during the COVID-19 pandemic
because it is a way to improve the customer experience and help you stand out
from your competitors.
In the past, it was common for
businesses to provide their customers with access to live chat or phone support
24/7. However, with more and more people turning to social media for answers,
many businesses have struggled to keep up with demand.
Creating a Facebook group or
Instagram account can help you connect with customers and answer questions
quickly and efficiently.
Additionally, artificial intelligence (AI)
customer service systems can take over many of the repetitive tasks involved in
providing customer service—not just the ones that are easy to automate but also
those that require human intuition.
It is not just about making life
easier for employees; it is about saving time and money while giving customers
a better experience.
5. Create value and establish trust
In today's business environment,
companies are constantly competing for the attention of their customers. While
the COVID-19 pandemic is a new factor in this competition, it makes sense that
companies should still be striving to provide great customer service.
Good customer service means
businesses create value and establish trust with their customers. It helps them
deliver better products and services and maintain a good reputation.
When you can deliver great
customer service during the pandemic, you go above and beyond what's expected
of you as a business owner or manager. It can lead to increased customer
loyalty, which will help you grow your business over time.
Conclusion
Ultimately, businesses need to
realize that they cannot always use the excuse of a global pandemic to explain
why their customer service is lacking. If they fail to provide great customer
service and the customer perceives it as poor, they will not see the pandemic
as an acceptable rationalization.
Good quality services are
infectious and will increase repeat customers. Do not let a pandemic force you
to lower your standard of services. Conversely, it would be best if you raised
a business standard. Take the time to develop a proper structure that revolves
around your customers, and the tips above are a great starting point.
Trevor Michael
Customer
Contact Industry Specialist
Author Bio:
Trevor Michael is a Customer Contact
Industry Specialist of Select VoiceCom, an inbound call center with
telemarketing and IT support services. He has operated successfully within this
niche industry for over ten years across Australia, New Zealand, and Southeast
Asia. He enjoys writing, golf, and going to social events.