Article | January 7, 2021

The Start Of A New Era: How Service Leaders Are Preparing For COVID-19 Vaccine Rollout

Source: TechSee

By Liad Churchill, TechSee

COVID 19 Vaccine Vial

2021. A new year. A new era in the COVID-19 pandemic. As the widespread vaccine rollout gets underway, businesses are grappling with many questions. While vaccine rollout policies are being handled by governments and will later be addressed by legal and HR, service leaders must wade through the uncertainty and consider the implications of the vaccine on their business.

How will the vaccine impact their ability to provide customer service? How will the company’s vaccine-related decisions affect their customers and employees? How will the company itself be impacted from an operational and legal perspective? Let’s dive into the considerations that may affect future policies for employee vaccinations.

Impact of Vaccine on Customers

The upcoming vaccine rollout is expected to shape customer expectations for service. During the pandemic, enterprises faced unprecedented operational challenges in their ability to deliver customer service. Significant safety restrictions forced many companies to adapt their support models to meet consumer preference for remote contactless service and avoid technician visits due to safety concerns. In a recent survey,  65% of consumers stated that they would rather avoid technician visits due to safety concerns unless absolutely necessary. One in eight (12%) consumers said that they would choose to avoid the visit at any cost. 

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