9 tips for handling customer service during the holiday rush
TRANSCRIPT
9 Tips For Handling Customer Service
During The Holiday Rush
Every year we think we are going to be
better prepared for Christmas. Whether you
work in e-commerce and this is the busiest
season of the year or you live in the B2B
world, and everyone is trying to book the
same three days off; this guide is for you.
Know what to expect:
• Check the volume of work last
December/ January period.
• Does the channel customers use
to contact you change? Turn off
the least used one.
Bonus tip: Ask your marketing
department for forecasts of holiday
rush sales or campaigns.
1. Check out last year’s
trends
2. Address the schedule now
Based on the expected volume, plan out a minimum
coverage schedule. Make sure to clarify with HR and your
local employment laws on mandatory days off and what
days the office will be open.
How to appreciate your holiday workers:
- Offer work from home option,
- Give a day off in lieu,
- Provide a half-day option,
- Introduce overtime pay,
- Start with holiday worker draw,
- Use holiday rotation.
3. Get in sync with the rest of the company
Customer service does not live in a vacuum, and it is
no different in the Holiday Rush. Check in with other
departments to see if they need any support over the
break.
4. Set customer expectations
Under-promise and over-deliver:
• Let customers know about any changes in schedule or availability as
soon as possible.
• Remember, it is better to under-promise and over-deliver – if
customers are only expecting you to be open Monday to Friday, but
you reply on a Saturday, you look like a hero!
• You can also take advantage of autoresponders to share more
information about your holiday information (hours and refunds).
• Update them now to give customers enough time to prepare.
5. Get the workflow ready
If you have got skeleton coverage, it is even more important to
make sure the right conversation is going to the right
person.
It is also helpful to revisit the workflow if you have extra hands
on for a busy holiday period.
6. Take care of your team during the Holiday Rush
Whether it is always having chocolate on hand or personalised
Christmas cards, take a little extra time and make their day
bright.
7. Update any relevant
content
If your team uses macros, canned responses, or text
expanders; get them up to date with holiday information.
For e-commerce companies, having return and exchange
policy at hand will save much time.
8. Training on how to help stressed
customers
It is super-important that everyone working in customer service
knows how to use positive language to position alternatives and
de-escalate any situation.
9. Have a plan for quick
scaling
Make sure the communication plan for any emergencies is up to
date, and the entire team knows where to find it.
Don’t let anyone be a martyr and suffer under a thousand tickets!
You are ready for the Holiday
Rush!
Phew! It is a lot to think
about, right? However, if
you have followed
through the list, you are
totally ready for the
holidays. All that is left is
to pour yourself a big cup
of cheer (or whatever is
your poison;)).
Happy Holidays! 🎄
So that you know, our Nicereply support team will be ready for you
during the Holiday Rush.
We hope you have an excellent holiday season with your loved
ones.
If there’s anything we could do to make it a little nicer, please get in
touch.
We pick companies because of their products,
but we often leave them because of
theirs service failures.
Matthew Dixon, Nick Toman, Rick Delisi
THE EFFORTLESS EXPERIENCE
“
”
@nice_reply
Katarína Kasalová
Support
www.nicereply.com