Today’s customers have unreasonably high service expectations – even more so during the holiday rush. The last thing you want is to let the quality of your customer service slip during the most important time of the year.
In order to shine amidst the clutter of aggressive discounts and free shipping deals, your support team needs to provide an amazing, personalized customer service experience. Have you created a customer service culture that keeps your customers coming back? This holiday season is the perfect time to shine. Here is some advice for providing exceptional customer service through the holidays.
We know you’re working round the clock . The stress is on, but take a deep breath and recapture your own energy. Take a breath before answering each email or getting on the phone with a customer.
Divide and Conquer: Triaging Customer Interactions
A high volume of customer cases flooding your inbox has the ability to slow your agents down. An effective strategy is “triaging” that gives all cases quick and instant attention. So when cases come in, you can assign them to the right person, right away. This way, you’re ensuring the right agents are resolving the customer’s issue.
Improve Self-Service Support
The holidays are a time of high case volumes and even high emotions. Keep both at bay with an online support center so customers can find answers to their questions 24/7. A great way to serve more customers faster is to create a Holiday FAQ. Rather than contacting your support team directly, holiday shoppers can solve their own problems.
Empower Agents to Get the Job Done
Give your agents the trust and confidence to make their own judgement and solve customer problems. A team of support agents that deliver a fun and fast customer experience has the potential to deliver amazing, personalized customer service, which can be a competitive advantage during the holidays.
Focus on Fast Resolution Times
Resolving a customer issue as quickly as possible is the biggest efficiency metric to focus on during the holidays. Setting goals for an immediate first response time is a great way to make customers happy because it assures them that support is available.
Activate Whole Company Support
Rather than hiring seasonal workers, cross-train fellow employees for the busy holiday season. By engaging with customers directly, employees are able to obtain insight on the specific needs and problems that your customers have an ease the load on your support team by answering simple questions.
Hang in there only 2 weeks left to go!