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5 Things You Can Do to Give Great Customer Service During the COVID Era
Great customer service during the COVID era is tough. I won’t show a picture of the COVID virus, I’m tired of seeing it and I’m sure you are as well. COVID-19, Delta Omicron, IHU whatever is next is here and whether it’s politics or science, reduced contact and travel is just part of the business market space right now.
So as we Americans always do, let’s deal with it and create some positive outcomes. In this article I’ll discuss 5 things you can do to give great customer service during the COVID Era. You may be surprised at the outcome of this plan.
1. Imagine that YOU are the customer
First thing to do is imagine that YOU are the one that needs the service. Put yourself in the customers place. Ask yourself, what are the top 5 things you need to keep your business going.
- Access to a knowledgebase?
- Contact Information for phone help?
- A short video lesson?
- A friendly follow-up call?
Great customer service comes from staying ahead of the game, getting to the customer BEFORE they need you. The idea is to find out what a customer might need and how to deliver that need remotely when necessary.
2. Access to online FAQs
There are different customers with different personalities and different levels of effort in getting service. You’ll need to take into account that some will find an answer on their own while others just want you to tell them.
I remember in the “old” days of faxes, I had access to an frequently asked questions database that allowed you to receive a fax back with written instruction on how to solve or investigate and issue. I loved it, but I was one of those customers who sought to solve an issue myself before asking for live help.
Today, that has transformed into a knowledgebase. this is a simple online and searchable database of common questions and answers.
For this to work, you have to make it a prominent part of your webpage. The customer needs easy access and easy to follow instructions. These days most knowledgebases can even have video embedded into them, making almost like having a person show them what to do.
3. Call the Customer and Ask BEFORE They Call You
Be proactive and set up a schedule to call customers and just ask how its going, or if they are running into any issues. Most will say no, but a few might be having issues that they solved and its worth noting those solutions. You can even add them to your knowledgebase.
This is also a good time to require all their contact info and follow-up the call with an email with a list a resources if they ever need help. Its where you “teach” them how to get help. If you don’t want lots of phone calls for instance, you show them where to go for the self help and explain how this is faster than a calls etc.
4. Create a Video
We are connected with video these days. Smartphone have become mini studios. It’s time to create short, and by short I mean 3-5 minute videos on topics that customers need to know.
If your selling and supporting software, make videos on some of the most common issues or time saving options. If you support hardware or equipment, do a video on those places that need maintenance to PREVENT issues.
Here’s an example of a video that MUTOH did for their 4×8 UV-LED printer. Its just a few minutes, but has helped lower calls significantly:
Of course your video need not be this polished, anything is better than noting.
5. Meet with Your Support Staff Often
My final recommendation is to meet with you staff, your sales staff, inside people, anyone who has dealings with the customer. Find out what questions they are getting. Discuss the solutions and then put that into some kind of bulletin or newsletters and share it with your customer base.
Stay ahead of the game and even if you cannot be in the room with a customer, you’ll still give them great service!
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