Customer Service Tips During The Holiday Rush
Today’s customers have high expectations, which can make the holidays both exciting and frustrating. Customers are getting more vocal about their needs and are voicing them on social media. As the holidays approach, complaints, delivery woes, stock shortages, etc. also seem to fill social media channels.
During this most important time of the year, giving exceptional customer service is still the best way to win the hearts of your customers. As a business owner, the last thing you need is for the quality of your customer service to slip when the holidays roll around.
At the same time, this busy holiday season is also a golden opportunity to establish customer loyalty.
Here are ways to maintain happiness and excel at customer service during the holiday season.
1. Help customers help themselves.
Take a proactive approach by improving self-service support.
The best way is to do this is to create a Holiday FAQ that is available 24/7. This way, shoppers can find help and solve their own problems without having to contact customer support.
Answer the most common questions your customers raised last holiday season. This support page can include information on shopping deadlines, order tracking, payment methods, return policies, and the best way to contact you. If possible, include step-by-step instructions or screenshots.
Also, create a separate email account to handle holiday inquiries such as shipping and returns faster. The faster you respond, the faster you close the sale.
2. Empower your team.
Providing the best customer support is challenging, especially during this busy time of year. Show your team that you care.
Let them know that you appreciate them for working the extra hours and for catering to busy shoppers. When they feel more valued, they are most likely to be happy at work and provide good service to your customers.
3. Cross-train staff members.
If hiring seasonal workers is not part of your plan, you had better cross-train your team. Make customer service a company effort.
This makes everyone adept in any situation they may encounter. Splitting the workload, giving a helping hand, and getting your team involved gives everyone that much-needed time and energy to celebrate the holidays with their families as well.
4. Make it personal.
Do your best to add extra delight for your customers with something unexpected. Most online shoppers don’t expect any human contact.
Throw in some freebies. You can send them a personal note or a thank you note to their email to let them know that you appreciate their business. Make it a memorable holiday shopping experience for your customers.
5. Spread good cheer.
Since your customers are in their best holiday spirits, why not complement it? The words “Happy Holidays” can really warm anyone’s heart. Spread the good cheer to everyone. Show that smile on your faces, in your voices and in status posts. This brings good tidings for you and your business not just this holiday season, but all year round.
Give your customers the holiday gift of pleasant customer experience. Make their holiday shopping something that they will enjoy and remember.
Looking for other ways to prepare your business for the holiday rush?
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