Customer service

Customer Service Behind the Mask: We Need More Like Laura

With the exception of surgical doctors and nurses who are used to communicating while wearing masks, many of us are challenged to communicate effectively when half of our faces are covered. Until the pandemic, I took for granted how much our facial expressions greatly enhance verbal communications and personal interactions.

Yet skilled service providers can still excel despite unseen smiles, muffled voices, plexiglass separators, and social distancing. That’s what I learned last year from Laura, who works at Wegmans.

Here’s an excerpt from my note to Wegmans about my experience.

“I’m writing to commend Laura who works in the Allentown PA store pharmacy and processed the paperwork for me to receive my flu shot.

What impressed me most about this young woman was her courteous and professional manner in welcoming customers and making eye contact while asking routine questions that can become tedious. I may not have been able to see her smile behind her mask, but I could tell she was giving me her full attention.

Please know I’m a business professional specializing in employee-customer engagement. I understand the tendency of some employees to perform on auto-pilot when processing repetitive paperwork in high volume situations. That’s why I complimented Laura on her customer-focused behaviors today — her attentiveness made me feel welcome, showed that she cared, and didn’t make me feel like an imposition.”

Kudos to Laura and all frontline employees who continue to deliver a positive experience without the ability to fully face customers.

[Photo by Evgeni Tcherkasski on Unsplash]




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