Whatever your business, we can bet that the holiday season brings opportunities along with challenges. Consumers are stressed and pressed for time and that can create the climate for difficult interactions, misunderstandings, and flaring tempers. We all know we can’t afford customer service slip-ups during the holiday season; now more than ever, it’s important to focus on customer service.
Don’t get caught up in the hustle and bustle-induced stress. A clear focus on customer service can help you and your team get through the holidays without getting your tinsel in a tangle.
Educate and empower your team
Whether you beef up your staff with seasonal help or not, take time before the holiday rush hits to make your standards and practices clear. When you educate your staff on your guidelines and procedures, you empower them to handle issues with confidence and clarity. This can expedite the handle time for your customers, which is something they’ll undoubtedly appreciate during the holiday rush, which brings us to our next point…
Speedy service should be a priority
During the last quarter of the year, there is one sweeping generalization you can make about the customers you encounter: they’re short on time. As the end of the year draws near, many of us are moving at a pace that is quicker than we’re used to and we want those who are serving us to keep up. That may mean the warm fuzzies that we’re used to doling out throughout the year take a backseat to speedy and direct service. The goal during the holiday season is to get straight to the heart of the matter, resulting in a speedy resolution (in a kind and empathetic manner, of course).
Set customer expectations
We tend to be angry when we hit unexpected snags. When we can see delays or problems coming from a distance, we are able to prepare ourselves for them and take appropriate action. If you know that wait times might be longer than usual, don’t blindside your customers, let them know.
Always lead with empathy
We can all get bogged down in the holiday stress. One of the greatest gifts we can give our customers during the holiday season is empathy and kindness. Listen intently as they explain their concerns, ask the necessary questions, and respond as calmly as possible. Sometimes people just need to feel heard.
To learn more about EMS, Inc. and the services we provide, please visit www.emscrm.com.