Who knew a virus would be the ultimate test of a company’s customer service? Historically, customer service complaints have been the norm for a large number of businesses.
Could the coronavirus be a customer service wake-up call?
So far, the pandemic has had some surprising effects.
Coronavirus Infects the Big Guys
Love ’em or hate ’em, Amazon appeared to write the book on customer service.
- Fast service
- Easy returns
- Multiple choices
Then the coronavirus hit. Many thought Amazon would be a leader in figuring out how to overcome the huge hurdles this crisis introduced.
Instead, the bottom fell out.
- Products quickly went out of stock
- Prime and non-Prime member delivery promises went unfulfilled
- And Amazon’s Pantry (its grocery and house supplies store) shut down
The giant was brought to its knees – temporarily (let’s hope).
Wells Fargo has its own share of coronavirus customer service challenges. At least from my personal experience.
I am a caregiver for my 97-year-old mother. We share a checking account. However, only my mom has a debit card attached to the account.
- My bad for not getting a card, but I rarely use the account
- Mom uses the card mostly for grocery shopping
- Because I don’t want her going out, I thought I should get a card in my name
Easy, right? Apparently not. Below is a visual of my experience.
With local banks closed, it is understandable that accessing the toll-free number is difficult. But 39 minutes (which probably would have been longer if I didn’t hang up) and NO resolution? Talk about a lousy customer service experience.
Future Customer Service Wins
The coronavirus is uncharted territory for all of us. Despite some major stumbles, businesses (and their customers) may actually benefit from this unprecedented time in our history.
How? The following lists some of the good results.
Making Remote Work
Companies have dragged their feet at the concept of working remotely.
- Management fears employees will goof off
- Yet studies show “remote work improves business outcomes”
- Productivity increases from employees working from home
It may have taken a pandemic threatening the future of their business for some managers to change their mind. But, harsh reality may turn into an unexpected gain.
Happy, healthy employees = Increased productivity = Improved customer service
Sunny Days Ahead
Have you seen the recent pictures of a smog-free Los Angeles? Dramatically fewer cars on the road has the planet taking a deep, clean breath.
Once we get past the coronavirus (doesn’t that have a nice ring to it?), not everyone will continue to work remotely. However, businesses may be more open to the idea. And that may be all it takes to move businesses forward.
- The environment improves
- Employees are happier/healthier
- And businesses reap the rewards
Going to the Customer
Businesses had to get creative to survive this pandemic. While it’s not over yet, the decisions made may reshape the way we deliver customer service.
Companies found unique ways to get their products/service to customers.
- A favorite beer is made TO GO with pickup or delivery orders
- Curbside pickup is an option (e.g., Barnes & Noble employees bag and deliver books from the store to the customer’s car)
- Almost anything can now be delivered (even restaurants that never offered it before)
What’s been your customer service experience? Do you think the pandemic will change the way we do business in the future? Share your thoughts in Comments.
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