As the calendar’s pages keep turning and we find the holidays upon us, it is important to keep in mind the effect that these times have on our business. Superb customer service should be a priority year-round, but during the holidays it can be especially important. This is a time when customer service representatives are at a premium, and the proper preparation can maximize a company’s efficiency.
With this in mind, Lauren Carlson at Software Advice has put together a great list for anyone preparing for the holiday rush. You can find a link to her article at the bottom of this post.
We are going to focus on just two of her suggestions.
While it is certainly common practice to offer extensive training for an employee with regard to his/her position, it is very important to go beyond this. Proper training should not end with an employee’s day to day responsibilities; instead, employees should be made aware of how to do many different tasks around the office. The more versatile each individual employee, the more effective they can be as a team. Proper cross-training will allow your customer service representatives to be more adaptable to any situation that you may encounter.
Gauging accurate customer feedback is something that most companies already do on some level. The valuable data gathered by asking customers about their experience can be very helpful when assessing your service department. This information can be even more important after an especially hectic period of customer interactions. After the holiday rush dies down remember to assess how your department operated under heavy workload. Gathering feedback will help you see where you need to take steps to make improvements in the future.
For a more in-depth rundown of proper holiday preparation be sure to read Lauren’s entire two-part article at http://blog.softwareadvice.com/articles/crm/make-your-holiday-help-desk-shine-1111711/.
- Meredith Estep