The holiday season is fast approaching. And while retailers all across Canada are undoubtedly experiencing a spike in sales, this time of year often marks a slow period for other business types. It’s not unusual for members of the service industry to shut down for the holiday season. Although MeloTel will only be closed for five days total this month, we know that many other businesses take even more time off.
That doesn’t mean that customers won’t be in need of service. The truth is that problems could arise at any time with the services that customers are paying for. This is why MeloTel is adamant about providing its customers with a means to contact us 24/7. It’s important to us that we address issues as soon as possible – even during the holiday season. Do you have a holiday customer service schedule in place?
Here are five ways to plan your holiday customer service schedule:
1. Give all of your employees “on call” shifts. Each member of your team needs to be committed to doing their part. No one really enjoys working during the holidays. So it’s important to give each member of your team a particular shift when they can be “on call”. The schedule doesn’t mean they are required to report into work. It just means that if an emergency arises with a customer during their allotted times, they will be expected to answer the call.
2. Cross-train your employees. In order for each member of your team to be prepared for an emergency during your company’s holiday schedule, they’ll each need to know a little something about each other’s jobs. They don’t have to be experts. But it will be important for them to be able to give your customers the confidence that their issues will, at least, be addressed while the expert is unavailable.
3. Update your website with helpful information. Most company websites include a Frequently Asked Questions (FAQ) page. Be sure that yours is fully updated with any and all pertinent information that may help your customers during your company’s off-time. That way, your customers will be able to source information that may alleviate their needs to put in phone calls to your business.
4. Update your voicemail greetings. Even if you have no one available to help your customers during the holidays, you don’t want to make them feel as if you can’t be depended on. Most people understand that it’s harder to get customer service during the holidays. However, when you make your voicemail greeting one that includes information about when you will be available and when you will call customers back, it will help to resolve potential frustration.
5. Be proactive and nip issues in the bud. Contact your customers before the holiday season officially begins and make sure that they are currently happy with their services. Be sure to inform them about your holiday hours and let them know that you’ll do your best to address their needs as quickly as possible once you are back on the job. Your customers will appreciate your willingness to keep them in mind during this festive time.
A reminder once again that MeloTel will be closed December 23rd, 24th, 25th, 30th and 31st. If you have any questions about how to reach MeloTel during our holiday schedule, please don’t hesitate to contact us at 1-888-MELOTEL or use the “Live Chat Support” feature on our website!