Apparently businesses have decided that COVID is a great excuse to not service their customers. I can't tell you how many companies that I've dealt with lately either aren't open during their supposed ours of business or they just don't answer their phones. I own a business, and, even when we were shut down, we serviced our customers.
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One thing that COVID has killed is customer service
Last edited by ultrastealth; 09-04-2020, 07:32 AM.Tags: None
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We have our Service folks working from home and splitting rotations, with a smaller onsite staff working Service in the office.
Calls left for service and support, after hours, are routed via email - with the message and contact information attached to the email, with a dozen different service folks covering for follow-up.
Also using a web based service portal, that routes these requests, to the same email distribution list.
During business hours, we have a live receptionist, routing service requests into our system.
Nothing changed for us except employees, are working remotely to cover what they once covered, sitting in the Corporate office.
130 employees with 6000 restaurants and grocery store kitchens, requesting service, warranty and new installation service.
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It's amazing right now. We doubled down and kept working our butts off. Busier than ever. There are also several places I did business with before Covid for years and never will again based on how they've handled this. I'm all for taking precautions for the safety of your people but just throwing your hands up is a joke.
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agree 1,000 percent - many of the larger corporations are using this as an excuse to cut staff and service. Hold times are ridiculous
On top of that so many companies are hiring foreign people to handle the phones for them. Most you cannot understand and many are clueless - pretty frustrating
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