Has Covid19 changed the way we serve our customers?
By Claire Boscq-Scott
During those challenging times when every single customer is even more important than ever, we’ve had to rethink about the ways we run our businesses, how we fit in our society and the meaning of our lives.
The pandemic has changed the structure of everything, how we experience every moments in our lives, from our we shop to how we work, however has it really changed how we serve our customers? If organisations truly show they care for their customers and their employees and put them in the middle of everything they do, even in the midst of such a turbulent period, you can be sure to come on top.
10 Tips to remember to serve your customers before, during and after the pandemic:
- Train, train, train and train again… training seems to be the first thing to be cut off the budget! Stop seeing training as a COST instead of a BENEFIT, if you don’t train your staff how are they expected to perform? Now is the time to put more time and money into your training strategy…
- According to Shannon Kohn; 55% of a person’s opinion is driven by the physical appearance, the first impressionwhat you see whether you are wearing a mask or picking up the phone, smile, build rapport, you never get a second chance to make a good first impression…
- Listen, mindfully listen to your internal and external customers, be present and receptive. Listen to what they are saying and what they aren’t; listen to what they want and what they really need are often different things.
- Go even deeper than empathy, bring compassion. Compassion is not only you feel the pain of the other person but you are going to do everything in your power to help them.
- Make it personal, remember emotions are running high and you need to make them feel they are not a number but a person who may be scared, stressed, and anxious so connect with them on an emotional level, emotions creates experiences…
- Find a solution to every problem, don’t just turn round and say I don’t know, it’s not my job or my department… become accountable and make it your responsibility to help your customer in every situation, remember; customer service isn’t a department it’s everyone’s job!
- Neuroscientists across the globe have studied images of the brain in action and placed emotions in the driver’s seat, asserting that thinking is emotion-based, and while emotions form the basis of thoughts, the five senses – sight, sound, smell, taste and touch – fuel those emotions, wielding the power to persuade, relax and heal. So tap into the emotional triggers that prompt your customers to make unconscious decisions to buy on desire, be a brand that can create long-lasting memories.
- Transparency is key; if you can’t get what your customers want right here, right now, just tell them then, don’t make up some stories because stories have a habit of turning up at some point and then what you will look like an idiot because you tried to hide something… tell them what is happening, why is it happening and what you are doing about it, be authentic, be congruent.
- Look at ways you don’t just meet your customers’ expectations but exceed expectations, it doesn’t have to cost to go the extra mile; it’s the small things that make a big difference…
- Remind your employees who pays their wages, the customers! Imagine, how all those people have been feeling the last few months without knowing if they still have a job or not… if you are lucky enough to still be employed, be grateful to see customers walking through your doors, or jumping on your website to place an order, show them that they are important to you…
Let’s recognize the unique period we’re in, take a breath, and work our way through it as a team, show your customers you genuinely care, that you value them and together, deliver exceptional customer experiences so your customers want to buy from you, return to you and recommend you to their friends and family, increasing your customer loyalty will increase your profitability.
Mystery shopping and Customer Service specialist, Claire lives to inspire global businesses to thrive by delivering exceptional customer experiences in measuring and improving employees’ performances.
No 5 Top 30 Global Customer Service Guru UK Top 10 CX Influencer and CX Thought Leader 2020, with three decades of expertise in Mystery shopping and Customer Service, Claire, AKA The Busy Queen Bee, is an authority the Customer Experience Industry. She brings a more holistic and comprehensive approach to Employee and Customer eXperience.