Customer Service in the Time of COVID-19

This week we feature an article by Paul Selby, a product marketing director for ServiceNow Customer Service Management. He shares tips and examples of how both companies and customers can adapt during a worldwide crisis, such as the COVID-19 pandemic.
An open letter to companies—and customers—on how to navigate the challenges of these extraordinary times.
Editor’s note: A version of this article first appeared on Forbes and CustomerThink.
To say we live in interesting times is an understatement. Social distancing. Quarantines. Toilet paper panic buying.
To put it bluntly, things are not normal out there. COVID-19 is impacting people on myriad levels and will continue to do so for the foreseeable future. During this challenging time, we must adjust our behaviors both as customers and companies, working together to get through it. That includes how we interact in the realm of customer service.
Start with patience, kindness, and understanding
Companies: Behind the scenes you are undoubtedly doing everything you can, with whatever resources you can