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Employees are also likely to exhibit behaviours like frustration and anger in this crisis.

This piece argues companies should have constant reminders and reinforcements for their customer service team, even if for a few minutes each week. The repetition of a small message can be very important to sustain the power of the employees’ initial training.

Customer service training need not to be formal but consistent reminders can help employees deliver good customer service. For instance, a restaurant can have a short meeting with its staff before opening to get employees into the right mind-set.

The author says that delivering a “great” customer service experience is important in the time of coronavirus pandemic. Delivering good customer service is essential now more than ever as customers can be “frustrated”, “angry”, “scared”, and "lack patience” in this crisis.

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