Customer service in a pandemic

16.12.2020

Customer service is at the heart of any business and that definitely hasn’t changed during the pandemic. In fact, we believe the importance of customer service has only increased.

For many organisations, especially those who have had to close during the pandemic, the prospect of gaining new customers has been near impossible, meaning retention has become ever more important.

So what can you do to keep your customers happy and satisfied in such an uncertain time?

Strong connection

Your staff or clients may no longer be working in their usual location and may be operating from home, so making sure you have the technology to work from anywhere is vital. The distraction of a bad connection can be really frustrating for any customer alongside the inability to screen share, video call, or file share. Having the right technology for your business can help eliminate this risk.

Focus on language and soft skills

It’s a really difficult time for everyone right now, so we need to take that into perspective when we’re talking to customers. Focusing on improving your staff’s soft skills, such as communication, positive attitude, adaptability, people skills and empathy will really help take your customer service to the next level. When it comes to retention, you need to go above and beyond, make each customer interaction a pleasantly memorable one and you’ll see the benefits.

Collaborate between your teams

This follows having a strong connection, once achieved you’ll need software that allows you to collaborate efficiently with your internal teams as if you were in the office. If your workplace is shut, it’s not as easy to pop over to your colleague to raise a customer query, but you still need a fast form of communication as if you were. Since the start of the pandemic, we’ve seen a huge influx of software allowing you to video call and so much more, so there’s definitely a lot to choose from. Speak to your Telecoms provider as they’ll be able to choose the right solution to suit your business.

Think outside of the box

In quiet moments, think outside of the box and how you can go that extra mile to help customers. Increase your product/service knowledge, focus on your social media, invest some time in some online courses. Prepare yourself for when you reopen, so you can be confident in the service that you’re delivering.

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