Did COVID Kill Customer Service?

Since Covid kicked off back in March, we’ve been conditioned into accepting things that we’d never have accepted before.

No, I’m not talking about being told to stay home, the mask mandates or even the social distancing.

I’m talking about customer service.

As the shops, restaurants and pubs alld to reopen they all had new rules, new guidelines and tons of regulations to adhere to.

Social distancing needed to be upheld and stricter hygiene standards put in place. And quite rightly so. But as time has gone on I’ve noticed a worrying trend.

Customer service is dead.

Staff are now so consumed and worried about sticking to the rules that they’ve forgotten what makes their customers feel welcome.

They’ve forgotten that a smile goes a long way – even when it’s hidden under a mask.

More times than I can count have I seen or heard a customer getting abruptly told to “Get behind the line” or “Put your face covering on”.

Sure, both are things that need to be done – but the customer could be reminded in a friendlier way. The rules could be adhered to without the harsh, rude or sometimes even aggressive response.

In many places, plexiglass, masks and one way systems have taken the human interaction out of the shopping experience.

There’s no relationship anymore. No kindness. No customer service.

I think that’s a huge mistake. You see, I believe that business is built on relationships.

When you get to know your customers, take the time to build a relationship with them – understanding their needs and learning about their lives, wives and businesses – then you create a bond.

And that bond creates loyalty.

What makes the difference between a customer that spends with you once and one that keeps coming back? Is it your prices? Unlikely. Your unique products? Not the case for many.

It’s you. It’s the relationship that person has with you, your team and your business that makes them return to you, buy more and recommend you to their friends and family.

That’s what we do here at The Lead Generation Group. We don’t treat you like one of the herd. We don’t sell “one size fits all” services.

We get to know you, learn about your business and create a real, honest relationship so we can continue to help you grow your business for many years to come.

So customer service isn’t dead everywhere. If you’re looking for a marketing or telemarketing company that still has that human approach then get in touch. We’d love to get to know you.