In a few more days, the holidays are here. Crowds of people will start to flock into stores getting presents or head someplace to be with loved ones. And with all the preparations of the holidays, expect customers to be more mindful of their shopping experiences.
That said, businesses must be more deliberate with their customer service delivery and ensure that their clients will have the best customer experience these holidays. To help you achieve that, we are sharing with you 5 steps to guarantee that your customer service is prepared for the holiday rush.
Step #1: Keep all connections open and accessible.
Give your customers the convenience of reaching your support hotline or customer service staff to attend to their concerns any time. Maximize social media and mobile customer service since people will be more mobile during the holidays and would prefer to shop or contact companies via their smartphones or tablets. You may also open your support service 24/7 for the rest of the holiday season to make sure your customers are assisted well with their needs.
Step #2: Offer proactive customer assistance and efficient issue resolution.
Customers can be more forgiving with customer service lapses when it happens any other time of the year, but not during the holidays. And when companies make triple effort to improve their customer service in this season, you can just imagine how blown away your customers will be. Be more proactive in your assistance, acting one step ahead before your customers even ask. You should also identify common customer issues and polish your resolution process ensuring that you fix the problem the first time. This way, you cut down the back-and-forth of resolving an issue and use that time to attend to other customers.
Step #3: Refine your customer service team.
Empower your customer service team to effectively do their work by giving them a refresher course on communication skills and product knowledge, as well as let them have defined authority to make important judgment calls so they can be more confident to face your customers, amidst the demands and frustrations. Consider also adding temporary employees to your support team to handle the influx of customer concerns that spikes up during the holidays.
Step #4: Create your holiday trademark.
Creating an image that lasts is vital to any company. Reinforce your brand by producing a trademark that is especially made for the holidays. It could be a personalized thank-you pack for customers who shopped in your store or a special gesture from the CEO to customers who have been loyal throughout the year. Get your team together and brainstorm something brilliant and be ready to hand it out as soon as the holidays roll in.
Step #5: Try it out.
As soon as you get Steps 1-4 in place, then it’s time to test them. Have your company leadership try your customer service and pose as customers. Do random calls or visits, on-the-spot evaluation, and the like. It is better to have this done before the holidays so you will have enough time to fine-tune your service delivery. Testing these things can help your team be more alert and be on their best performance all the time.
We hope that with these steps you will be well-prepared to face the holiday rush and have more fun assisting your customers during the holidays.