Customer Service the Right Way During the Coronavirus Pandemic The pandemic has caused a lot of worry and concern globally. Social distancing has caused man to look at man as a threat as you may not know who could be carrying the virus. This brings about the need for compassion.
BY SHALINI GADHIA
C COV ID- 19 has managed to change our lives in a matter of weeks, bringing almost all activities to a halt. With almost governments across the globe imposing various restrictions in March and businesses closing, certain industries experienced a spike in demand for their products. Some of these include grocery outlets, supermarkets, hospitals and network providers. Those providing us with these services are also humans and are affected by the same pandemic that those who they are serving. So for those working in these industries, how should high customer service standards be maintained? Customer service is a function that determines how we interact with our clients and how they feel by the end of that interaction. It is no longer just about selling something to or serving the client but also consists of lasting relationships. After all, they will only return to the places where they most feel welcome and comfortable. The current situation makes it a more important function as this will go a long way in the customer remembering their experience in this difficult time. The pandemic has caused a lot of worry and concern globally. Social distancing has caused man to look at man as a threat as you may not know who could be 14 I Inversk Magazine I OCTOBER 2020
carrying the virus. This brings about the need for compassion. Customers who walk into your outlet (s) could be carriers or not. It is however important to remember that regardless of the situation, we are still dealing with humans who have feelings and emotions. This understanding will allow us to treat our customers with kindness hence making them feel welcome. Greeting your clients with kindness from a distance, signaling to welcome them with a gesture and also showing them that you are happy to have them round goes a long way in showing compassion and making them feel very welcome. Maintaining a positive attitude despite the situation will make the clients want to come back and shop from you. Of course, nobody knows how fast things will return back to normal at this point but giving hope helps maintain a strong relationship with our customers. After all, nobody wants to visit a place that has negativity lurking in the environment. Some examples include smiling at customers, assuring them that supplies will be available and simply saying that ‘we are here for you’ will results in a surge of positive energy that will create a pleasant shopping experience.
Show your customers that you care about their wellbeing. Give them a warm welcome as they arrive at your premises. Warmth in such a situation goes a long way in creating a positive shopping experience Giving clients tips on how they can take care of themselves in their daily lives is also a sign of excellent customer service. Communicating in other ways like having safety posters around your premises, hand sanitizers, masks etc. also reassures your customers that you are not just out to make money but take their health as a primary concern. Seeing how vulnerable we are at the moment, showing concern for customers’ wellbeing will instill confidence in you as a vendor. This will help you in building a great reputation that will have a positive impact on your business even after the situation subsides. Being solution oriented and thinking for the customer are key attributes that would play a very important role at this time. People are often confused and disoriented seeing that their routines have been disrupted. This has introduced a large percentage of uncertainty in our lives, causing confusion. For customer facing personnel at this time, it is of essence that we strive to offer best solutions to what our customers are
