Stop blaming the Pandemic for your Bad or Indifferent Customer Service

The truth is that the pandemic has highlighted that the way and methods that many companies/organizations are using to serve customers is bad and that they have long since moved away from impeccable or even basic customer service.

Over the last 2 years I am sick anOd tired of hearing or reading the following phrase from the smallest to the largest companies/organizations worldwide:

‘’Due to the Covid-19 pandemic, we are currently experiencing………… !’’

Frankly, because of my profession even then I did not consider it permissible to refer to the client with this phrase as it shows anti-professionalism and poor service, let alone today that we have are back to normality. Where it’s just an excuse!

Your main responsibility as a company/organizations is to keep the promise you made to your customers. Part of that promise is to address their needs and not let them disappointed and in despair because they cannot be served.

The way and methods used by the service staff are determined by the Management and for this very reason you need to redefine the standards of service and care of your customers.

If your strategy is to reduce costs, then the option to reduce costs in the service sector is just a wrong strategy!

Below I will share with you examples that reflect poor and indifferent service where they invoke the pandemic to be justified:

1. Long waiting time for service
This can be by phone, in writing or even in person!  No customer is interested if you don’t have a shortage in service staff or even if you have a lot of work and you find it difficult to respond to basic things. Whatever the issue is, you need to solve it!

2. Indifferent or poor service through communication due to workload
After your turn arrives you meet people who are not interested in serving you at all by showing their indifference through the way of writing, tone of voice or even the simplest which is the smile! Although, this can certainly come from the culture that each company has! But again it is of no interest to the customer!

3. Time-consuming processing of any request
After you request what you want then there is a time-consuming process for processing or even a simple answer (positive or negative) for any request you make. Procedures exist, but the most important thing is that they are carried out by people. This happens at best. The worst thing is to be transferred from one person to another to find the answer you are looking for.  The worst service!

4. Lots of excuses, without any correct answer
They tell you so many excuses that you just don’t want to get into the process of getting involved.

The most common excuses:

“I am waiting for approval / response from my supervisor”

 “we don’t have staff due to covid and we’ve left a lot behind” 

“The administration knows the matter but you need to be patient”

“understand how many things we have”

“we use a priority system, when your turn comes we will let you know”

Whatever the excuse, it is certainly not something that is included even in the “elementary” level service.

These are a few examples that come to my mind, there are certainly many in every company / organization. The only thing for sure, is that you need to do something about it!

Customers are the oxygen of a business and in these ways you are basically reducing your oxygen!

Stop making it difficult for people to do business with you.

Due to the fact that I found out these specific issues, I designed a Training Program which is addressed to people of the Management who are responsible for the design and implementation of Customer Service Systems.

The easiest and most effective way to change or strengthen your service standards!

Christofi Vasiliki
Applied Communication, Soft Skills and PR Specialist,
NAMA Certified: Anger Management Specialist
CCIS Crisis Intervention Specialist
Trainer & Coach