Welcome to the first of November! In the business world, today is unofficially regarded as the first day of the holiday shopping season. With Halloween now behind us, businesses all over North America are exchanging their orange and black decorations for those of the red and green variety. They are also preparing for the significant increase in both foot traffic and call volume that comes with every holiday season.
To prepare for the holiday rush, it’s integral that you put additional efforts into providing the absolute best customer service possible. We have a few ideas on how you can do that!
If it’s one thing that consumers depend on during the holiday shopping season, it’s getting their deliveries on time. Naturally, the majority of purchases that will be made over the next two months will be gifts for loved ones in time for Christmas. It will be vitally important that you provide clear and accurate information about when your customers will be able to expect the packages you are sending them.
“Tell your customer when their order has been dispatched using automated message software,” advises Lisa Byrne on xSellco.com, “If you are selling on Amazon, you will need to send Amazon a dispatch notice one to two days after the order has been placed…never leave your customer waiting for a dispatch notice after they have placed an order. Knowledge removes anxiety and will reduce any queries related to uncertain fulfillment.”
Let it not be lost on you that the holiday rush can present a very stressful time period for your call centre staff. It’s hard enough a job as it is to be on the phone all day without there being an increase in call volume due to the impending holidays. On CustomerThink.com, Katarína Kasalová encourages business owners to go the extra mile for their staff and show their appreciation for their workers.
She suggests offering work from home options, days off in lieu, half-days, overtime pay and even setting up a holiday worker draw. “For every shift, the team member works during the holiday week they get another ballot into the prize draw,” Kasalová explains, “But it has to be something great – maybe an iPhone? Or a weekend away? Up to you!”
It should probably go without saying that holiday customer service needs to be additionally cheery. Not only is a happy sounding voice a necessary part of providing customer service during the holidays, it is a huge part of what will gain a company repeat business after the holidays are over.
“Think long-term and win your customers’ hearts over with great customer service that keeps them coming back for more,” encourages Byrne, “When you create a positive experience, people will get behind your brand so take steps this holiday season to inspire them and make them happy. “
For a dose of MeloTel’s customer service style, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website! Be sure to ask us about our VoIP-based Commercial Phone Services!