As the situation around the pandemic has evolved and continues to change, we have had to adapt. Many of the ways we used to conduct business are much different now than they were just a year ago. But, one thing is for certain: customer service still matters! Whether you’re in a customer’s home or meeting via Zoom to discuss a quote, you need to be professional and give your customer the service they deserve.

This can be especially hard on a platform such as Zoom, when certain things are out of our control, like internet connectivity or something as simple as a handshake falls by the wayside. But, there are a few ways to make sure the level of customer service is not interrupted, even if you’re not meeting “face to face”.

What is proper Zoom etiquette for quality customer service?

When conducting your customer service online, either via Zoom or another platform of a similar purpose, it is important to maintain a high level of professionalism. Here are some tips on how to remain professional in a virtual environment. 

1. Background: Make sure that the background in the view of the camera is professional. Whether you’re in your office, a dining room, or even your kitchen, the view behind you should not be distracting to your fellow meeting mates.

2. Lighting: Make sure you have good lighting. Like taking a picture outside, if there is a bright light behind you, your face will be in the shadows. You want your customers to be able to see your bright, smiling face, so make sure your room (or wherever you are) is well lit.

3. Distractions: Make sure other distractions in your location are at a minimum. If you’re calling a customer from your kitchen, but someone is cooking, it’s going to be hard for your customer to hear you with pots and pans clanging. 
   If you’ve got pets, close the door or put them outside. If you’re taking care of kids, try to schedule your meetings during nap time, or when another adult is present to help care for them. And, remember you have a mute button. Use it if necessary!

4. Wording: Be mindful of your words. Limit saying “so” and “um” as much as possible. Even if you’re on Zoom, this is still a professional business meeting, and it should sound like one!

5. Practice: It may sound silly, but practicing makes you more confident. Also, make sure you’re familiar with the screen options and how to work in the program you are using. Fumbling around or accidentally hitting a button can disrupt the meeting, and you want to stay focused and concise.

6. Body language: Be aware of your body language. Sit up straight, and don’t touch your face with your hands. Don’t rest your head on your hands. And, watch any nervous habits! Twirling your hair, biting your nails, or even making faces. You may not be aware that you’re doing anything, but your customer will notice. And finally, don’t forget to smile!

Customer service is just as important, if not more, than it was before this pandemic. Going above and beyond for your customer will go a long way, and they will remember your efforts.

Learn about the finest customer service from the #1 HVAC distributor

Providing your customers with exceptional customer service, no matter the method, is essential for helping them resolve their issues quickly and efficiently, even more so during these trying times. At the Larson Company, we employ the same principle. We know how important it is to always keep in touch with our dealers, and to help them along every step of the way.

That is why we are doing all we can to continue providing the same level of service even during difficult times. You can count on us to continue being there for you, and to continue helping you advance your business, no matter the current situation in the world. You can always rely on us. Contact us today!