Did Customer Service Die during Covid?

Did Customer Service Die During Covid?Covid has had a lasting impact on how we work with "Work from Home", "Workcations" and "Remote Working" all becoming mainstream accepted practice unless you are Elon Musk that is.It is even lauded to improve efficiency….A study by Standford of 16,000 workers over 9 months found that working from home increased productivity by 13%.However, when you called many major institutions in Australia, you got to hear that wait times had increased due to Covid, often with wait times of an hour plus. Now in the initial post-Covid era, we are still seeing major institutions with massive wait times. I won’t name them, you know who they are as you are experiencing this yourself.A case in example in online banking. You call up and the message may say, "we are currently experiencing higher call volumes than normal and the wait time is 1 hour 50 minutes"…however after this massive time on the phone still no-one answers and after two and a half hours you wonder whether they actually have a customer service center anymore. You hang up. You try again… only 30 minutes wait time, but after 1 hour still no answer.After this you try sending them emails but after 6 emails over 6 days and no response, you conclude they either don’t have a customer service center or the customer service center has no-one who cares.Not so great if your phone and wallet were stolen and you are overseas… Pick your game up!This online bank belongs to one of the big four banks.At least if it were directly one of the big four you could visit one of the remaining, ever-dwindling branches, provided you had booked an appointment in advance, yes you guessed by phone…Covid was used as an excuse for poor service to cut costs. There is no excuse now for this terrible service.If you experience wait times of more than 15 minutes, you should look for another provider.If you don’t get a call back with 24 hours, find another provider.If you don’t get a response to emails with 24 hours -look for another provider.Businesses that really want your business answer the phone and respond to you within an acceptable time. Take your business there. They exist. It is possible to provide great customer service if the business wants to.Looking to sell your business and want to experience great customer service? Bonza Business and Franchise Sales, we answer calls, without any wait, call back if we miss a call and respond to emails within hours not days. Our staff still work from home some days (efficiently), and we have a policy of no excuses and a goal of providing the best service within our market. And we do.Any recommendations on new service providers who do provide service please add them in the comments below.I will start with one YOUI! Insurance.#customerservice#keepbangingtherockstogether#servicelevels#businesssales#wecare

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