Posted Tuesday March 17, 2020

Customer Service

How COVID-19 is defining customer service

by Marc Gordon

While one fitness club provides a free two month hold on memberships while they close, another stays open and charges its members 10 dollars a month to freeze their membership. Some grocery stores limit purchases. Others turn a blind eye, essentially welcoming hoarders to clean out inventory. Amazon and eBay are banning the sale of toilet paper and hand sanitizer. But only after 4 weeks and public outcry over inflated prices.

For most companies, this is unchartered territory. While some can’t service customers fast enough, others are facing closures. “Any business that chooses to be reactive rather than proactive will be at least one step behind,” says Marc Gordon, customer service expert. “Companies from every industry must understand the expectations of their customers and make decisions that work for everyone. Being motivated by numbers will prove to be financially short sighted. Whereas decisions based on social responsibility will prove to be more profitable in both the short and long term.”

Marc Gordon is an internationally recognized customer experience expert. He regularly appears in the media, is a keynote speaker, and consults for some world’s best known brands. He has been referred to as Canada's marketing superstar by the Oprah Winfrey Network.

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