COVID vs. customer service: The big clash

Of all the industries struck by the pandemic, customer service was hit especially hard. The customer service industry has drastically changed, with many customers finding themselves frustrated, irritated, and anxious. 

Harvard Business Review conducted a survey of 1 million customer-service calls that covered 20 different industries. Many customers reported that their calls were “difficult.” Issues like unexpected travel cancellations, appealing bill payments, and disputes over insurance coverage plagued these conversations. Customer Service Representatives (CSRs) have always been groomed to have the attitude of “the customer is always right,” but with the logistical issues the pandemic has caused, this became even more difficult. 

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