How to Improve Your Customer Service for the Holidays
Around the globe, Christmas is considered the jolliest season of the year. Business is usually good around this time because it is when people shop most. Happy vibes abound and irate customers are few but it does not mean businesses should be lax on Customer Care.
Around the globe, Christmas is considered the jolliest season of the year. Business is usually good around this time because it is when people shop most. Happy vibes abound and irate customers are few but it does not mean businesses should be lax on Customer Care. It is actually the best time to brush up on customer service and not let a few disgruntled clients win over you because clients would expect better customer experience and hassle-free transactions during the Christmas season.
Every company wishes to end a year with a bang and what better way to achieve it but by getting positive feedback and increase in sales? If played right, your company gets to capitalize on the season and expect that customers would get encouraged to return even when the holidays are over.
Here are some tips to improve your customer service for the holidays:
Start within. Reiterate your holiday season company goals to your employees. Whether you would like to achieve target sales or provide stellar customer service to your customers, your staff needs to know so they are prepared. In addition, if you want your employees to be nice to your customers, remember to be nice to them too. How the employees are treated within the company reflects how the company is willing to take care of their clients too.
Be jolly. They say you can hear a smile over the phone. It is true. A person’s voice is different when he smiles when talking on the phone. Smiling sincerely when face to face with a customer is even better. Remember to spread the cheer to portray positive and friendly interaction.
Empathize. You know it is no fun at all when inconvenienced by an incompetent customer service representative, especially during the holidays when everyone just wants to spend precious time with family. Place knowledgeable people through your lines, cut down waiting times, and avoid transferring concerns from one person to another. You do not want your clients explaining their issue every single time a new person talks to them.
Give small gifts or Christmas cards. Express your gratitude to customers by sending small gifts like chocolates and other stuff. Make sure that the gift is something your clients will actually use. No one wants anything that would only end up as table clutter, no matter how small it is. Christmas cards would also be a nice reminder to customers that you value their patronage and that you are thankful for their business for the past year.
Reward loyal customers. Aside from the tip previously mentioned, clients appreciate rewards for sticking to your business. Christmas is the best time to make them feel even more special by offering rewards not available to new customers.
Organize a party. Invite a few clients to a party you organized during this season. The party is a great avenue to become closer to your clients and build up stronger relationships.
Run promotional activities for a limited period of time. Customers love perks to their purchases and it would be delightful to receive such during the Christmas season. It depends on the type of business for what promotional activities may be effective. A car dealership may offer free cleaning kits or free oil. A coffee shop may offer free upgrades during a specified time in a day. Small incentives do wonder too.
Guarantee delivery. Promise to deliver within a set number of days and keep that promise. Avoid undue stress to the customer brought about by delayed deliveries. The client must be aware of your order and delivery cut-offs, when they should expect the product, and/or if you are not able to accommodate the delivery anymore, suggest another place where they could get it on time.
The Christmas season is the best time to connect with your customers. It is also the time when people are rushing and would rather talk to someone than an automated machine. Make sure to take advantage of the holidays by being there for your customers.
Alleli Aspili is a Senior Specialist for Business Development in Infinit Outsourcing, Inc. (Infinit-O), an ISO-certified BPO companythat caters inbound call center, finance and accounting and healthcare outsourcing to SMEs. Responsible for maintaining Infinit-O, Infinit Contact, Infinit Healthcare, Infinit Datum and Infinit Accounting online brand and content.