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

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COVID-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 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

looking for. A good example would be of a customer who walks into a grocery store but has no idea on what to buy. A great way of tackling this would be to offer a greeting, find out how their day is going and strike up a conversation about what they like cooking. This will help you understand them and suggest items in line with what would suit them. Going out of your way to share ideas on other activities that can be undertaken while staying at home can also prove to be value adding to the shopping experience.

Listening to customers half solves a problem. Shopping at this time should not just be a robotic affair as people are in need of connection and help. Listen to what problem your customer has, and personalize your responses accordingly.

Showing that you care and giving responses accordingly will make them feel valued and happy.

A lot of us are becoming price conscious about our purchases as incomes have been affected as a result of job losses and salary cuts. Listening to customers will therefore divert them from this and enable them enjoy their shopping experience. Considering that social interactions have been minimized, expressing interest in what they have to say instills a sense of belonging in them, resulting in repeat business in the long term. An important concern is that we are likely to treat our customers with skepticism. Considering how COVID-19 can spread by just standing close to another person, as customer facing personnel, we are likely to be fearful of interacting with our customers. It is therefore necessary that we avoid these fears by taking the necessary precautions to protect ourselves (wearing the right protective equipment and maintaining the required distance) and welcome customers in a warm and non-suspicious manner.

Our fears can be sensed and this is the last thing that should happen at this time. Therefore, by wearing protective equipment, we would feel safe and this would translate into handling customers comfortably.

Body language plays an essential role in delivering excellent customer service. At this time, we must remember that our key role is to help these people who are in distress and in dire need of help. Showing concern by leaning forward or smiling from a distance instills reassurance in customers that we are there for them. This promotes confidence in customers towards us as they are likely to view us a more human-oriented business rather than just commercial or profit oriented. Body language also comprises of how we communicate with each other as staff and how we handle our duties within the premises. Note that customers tend to notice our behavior hence it is essential that we exude confidence so that they feel safe and comfortable while present at our outlets.

Having said all these, as much as we are dealing with emotions and feelings, we also need to remember that procedures need to be in place in order to protect these same customers. Do ensure that all required standards are adhered to and communicated well to all customers. After all, this also communicates that you care as you are primarily looking out for your customer.

In a nutshell, bringing out the human element in us with a combination of observing safety measures and exuding confidence is the key to excellent customer

service in this difficult time.

Do not forget to continue being warm, friendly and accommodating even after this situation passes. As the saying goes, ‘when you help other people, you also help yourself. It is impossible to not feel good when you do well for other people’.

Shalini Gadhia is a marketing professional who is focused on creating excellent customer experience and tailoring corporate communication for high impact.