Adapting to changes in customer service

Customer service has changed

Customer service is among many things that have changed for businesses over the last 18 months. It has become more important than ever, particularly during the pandemic, when customers required extra support and customer service became heavily reliant on virtual. There is no doubt that customer service was well on its way to becoming more dependent on online and virtual support, however not all businesses were prepared for the online revolution to begin so early. It’s now more important than ever to ensure that your business stays ahead of these changes to meet customer needs.

There are some factors to keep in mind when looking to maintain or improve your customer service…


Internal first

To achieve affective customer service, it needs to be a value that is implemented throughout the business. Your employees need to believe in the importance of service and be passionate about delivering this to your customers. Your employees are your biggest advocates and so it is important that they themselves feel positive about the business and the part they are playing in it.

Why not conduct internal research and get feedback from your staff on how they think the customer service process could be improved? Afterall, they are the people dealing closely with customers on a daily basis. You can also use this as an opportunity to ask how the process can be easier and more beneficial for those delivering it.


Customer feedback

Customer feedback is something that is often overlooked and taken for granted. Feedback from your customers is the holy grail for bettering your business. Afterall, your customers are the people you are trying to impress! Feedback can be done in many ways. Try implementing this into your staff to gain feedback, send out an incentivised survey or use a reviewing system so your customers can leave you feedback. The most important factor in this is to ensure that the feedback received serves a purpose. What do you do with this feedback once you receive it? Spending the time gaining valuable feedback can become a meaningless task if you don’t use these insights to better your services.


Embrace technology to deliver customer service

One thing the pandemic showed us is that technology is crucial. Those businesses which already embraced technology within their services were proven to fair better when the Coronavirus pandemic hit and social interaction came to a halt. Having technology in place to keep on top of communication with their customers meant that these businesses could continue to operate at some level of normality and were able to thrive through a difficult period of change. This level of communication not only applies to customers but also to internal audiences such as employees.


Encouraging businesses to prioritise customer service may sound obvious but, as we mention above, the business landscape has changed, buying behaviour has changed and therefore so have customer attitudes. Take the time to reassess how your customers see you, how your employees feel about your customer service approach and what you could do to improve it further.