Contact centers are at their busiest during the holidays such as Thanksgiving and Christmas. It is also during this time that customers expect topnotch service from companies because the holidays should be filled with joyful experiences, and hassles are not very much welcomed.
So when the influx of customers calling your contact centers soar as the holiday season approaches, it is wise to be ready to address their concerns and seal in their loyalty to your brand even more.
To make sure that this is taken care of, here is a customer service checklist we have prepared for you to guide you in providing the best experience for your customers this holiday season:
Ensure you have sufficient manpower in your support team.
Review the volume of customers contacting your contact centers in the past years and deduce from that information the number of people your customer service team should have to attend to each and every concern. Make sure you do this at least two months before the holiday season begins since application, training and testing support may take time to guarantee smooth assistance for customers. With enough people to handle customers, you may be able to manage for when the peak of their queries come in.
Evaluate common customer matters and create quick workable solutions.
While each customer concern is unique in a sense, you can distinguish the over-arching issue being dealt with, right away. This is what you want to identify when you create immediate yet efficient solutions for your customers’ issues. This way you can manage the peak of calls/emails and cut down on handling longer calls by at least 5%, which gives way to attending to more customers. Then cascade this to your customer service team with the advice that this is not the end-all solution for these usual holiday customer concerns—they should not make it a canned response and answer the customers’ issues accordingly.
Empower your customer service team with knowledge and skills.
Before the frenzy of the holiday rush take over your customer service team and throw them in panic and stress, equip them beforehand on how to handle customers during the holiday season—who are usually more vile and demanding around this time. Make all needed information available to them, giving them authority on matters within their scope and training them with knowledge and skills enhancement to handle customers more effectively. If you haven’t yet, it is high time your contact center do a refresher course of your company procedures, products and services as well as core values before the holidays to make sure you and your support team are aligned in achieving quality customer service.
Efficiently maintain your support systems and technologies.
Can you imagine the horror of having a system failure during the holiday season? Do not even try, as it can cause you considerable damage in your customer service reputation. So be proactive and do not wait for it to happen. Do an all systems and equipment check in all your contact centers and make necessary adjustments to guarantee a smooth running customer support. Repair, replace or upgrade if it is required. The cost of support system maintenance could still be lesser than the loss of revenue from customers who walked away because of the inefficiency of your service technologies.
Elevate customer service delivery.
Innovation is the key to win customers and give you edge among your competitors. If you have not offered social media or mobile customer service, it is about time you do. Make sure your eCommerce website is neat and more user-friendly during the holidays. Handling customers via phone, email and chat alone won’t cut it. You need to be where the customers are at. Especially during the holidays, customers will prefer the more convenient and lesser complicated support channel because they need more time to prepare for the holiday celebrations. If you must open your support hours round-the-clock to secure your customers, then do that. Make all means possible to provide your customers with optimum customer service support because how you treat them during this holiday season will be their benchmark of how you do customer service all year round.
Holiday season may be a challenging time for contact centers but it doesn’t mean it should zap out the joy in you. Besides, “it’s the most wonderful time of the year!” Make a rundown of this checklist and see which areas you still need to polish on. Wow your customers with stellar customer service and make them feel as if they got the best holiday present ever!
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!