Make your Customer Service perfect in this Holiday season
Having good customer service is crucial for any business at any time of the year. So it’s obvious that it becomes much more important during the Holiday season. Because this wonderful time of the year is lucrative for businesses, with bumper sales, shopping, purchasing giving significant growth for businesses in all sectors.
It’s not just business that will increase, you will have to deal with confused, stressed, and complaining customers. Your customer service team will get more calls than before; ensure that they cope up with this Holiday rush and not disappoint a single customer. Take the help of these tips to make this season a success and begin the New Year in a positive way.
Training the Team
Empower your team with all the knowledge and skills needed to perform perfectly in this hectic time. The customer support team should know everything about your company, products/services so that they will answer any question thrown at them. They should be punctual about work, respect customer’s time, prompt and swift in reply. Prepare them to work under pressure and if the need arises, working overtime too.
Check your previous Trends
When you start your customer support planning for the season, have a look at the data of last and previous years. Study and analyze it so that you can expect and make assumptions of things to come. Also, work upon current trends and upcoming forecasted trends so that you will know where to focus more.
Most favored channel and topic of conversation of customers
Based on your analysis, strengthen your channels of communication with the customers esp. the one used the most. Keep all routes of communication open so that if one experiences interruptions or failures, others will still work. E-mail, chat, phone call, social media messaging, etc. equip your site servers and all these channels to handle the extra incoming load.
Prioritization and managing queries
The ability to prefer one communication over other will help save the crucial waiting time of customers. Remember, a frustrated customer will never do business with you again. If case B can be solved in a quick time, take it up first over a case A that will take some more time, it is not good to keep the customer of case B waiting just because case A customer came first. Segregate the shipping, product, order queries, and any complaints or grievances to different specially trained people for that task.
You can take the help of automated bots for communication, esp. for the common and easily solvable queries. Implement a Triage system to manage all the incoming queries systematically.
Give extra motivation to your team
Ensure your team is always in high spirits during this hectic holiday season. They are working extra, dealing with stressed and rude customers at such a time when they should be out celebrating this wonderful Christmas time with their families.
Encourage and inspire them to work their best. You can keep surprise gifts like chocolate boxes, personalized cards, tickets to an outing, etc. You can announce a bumper bonus for the best workers or other gifts. Keep a healthy and positive atmosphere in their department and overall in your business.
Knowledgebase should be updated
Keep your knowledge base, all the FAQs, and other such resources up to date. This should include all that the customers will face during the Holiday season. Take into account all your experiences of previous years and also those of other months, and write a comprehensive help guide. Put it all up on your business website which will be easily accessible to the customers.
Be ready to compensate your customers
There will be times when mistakes will happen from your side in any of your processes like a faulty or broken product, late delivery, etc. At such times, it is your obligation to do some damage control and pay for mistakes. You can replace the faulty product with a new one; give some discount on their next purchase, any coupon, or a free product. In the end, it is all up to you to keep your customers happy.
Make contingency plans
What will happen if your site goes offline? What will happen if there is an electricity outage? What to do if the delivery system gives issues? Be ready for every situation and possibility that will hamper your smooth customer service process. Make plans for all such situations if you want to avoid enraged customers and chaos.