Why customer service is so important - now more than ever
11 May 2020

At Pure Telecom we’re currently celebrating a double win... we have achieved the 2020 O2 Customer Excellence and O2 Digital Excellence Awards, in recognition of our work in 2019. 

It is actually the fifth time we’ve won both of these awards at the same time, which is something we’re incredibly proud of. 

We have always been proud of our exceptional customer service and this just proves our customers agree too.


Despite the celebrations, we are continuing to knuckle down and help our customers throughout the uncertainty of the coronavirus pandemic. Customer service and communication has never been as important as it is currently.


Communication is key


Our customers needed to know that we were still there for them as soon as people started working from home; communication has been so important and with that comes excellent customer service.


Remaining consistent is also particularly important during times of uncertainty, so let your customers know if there are any major changes to your day-to-day runnings.


Government developments have been rapid over the past few weeks which has really put some businesses to the test. Emphasising to customers that you’re still there should they need you is the gentle reassurance many people have needed at this time.


Prepare, prepare, prepare… 


In these uncertain times, we have seen the majority of companies need to change their working environment from a traditional office-based set up to a fully functioning remote working set up, ensuring all users have the ability to work from home, with access to all the tools to be able to perform their roles.


This is where Pure has played a pivotal role in supporting businesses, as our staff have been able to not only support customers in making the working transition immediately, but, we have also supported businesses who do not have the time or budget by developing a range of short term solutions ranging from short term mobile hire through to short term telephony hire.


Equally, the importance of the cloud providing secure storage to be able to access from any location has taken on more significance in these times.


We firmly believe that assisting your customers throughout stressful periods and making things just that bit easier for them can really make all the difference.

When normality resumes…


Customer service is always extremely important as the success of your company depends on it. At the moment, we believe good customer service is more important than ever. 


Demonstrating to your customers that you are willing to go above and beyond to support them during a stressful situation will not only give them the reassurance that they need, it will also benefit your reputation in the long run.


When normality resumes, people will remember which businesses were good to their staff, customers and the community during the COVID-19 outbreak and which businesses weren’t.


We’re all human


The most important thing to remember during such challenging times is that we’re all human and none of us have experienced anything like this before.


The coronavirus outbreak has caused plenty of stress and uncertainty, so it is vital to understand that we are all in the same boat. 


At Pure Telecom our customers have always come first and we are doing all we can to support them during this time. We are so proud of our team and look forward to supporting our customers throughout this unprecedented period and of course continue that support as our clients transition back to office-based working. 


May we remind you to stay home, stay safe and get in touch should you need anything at all.