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Customer Service During The Holidays

  
  
  
  

describe the imageAs 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.

Cross Training

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.

Customer Satisfaction

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

Comments

Cross-training employees to have versatile skills will allow them to take ownership of more transactions. Everyone can appreciate a rep that can handle your request without being passed around!
Posted @ Tuesday, November 29, 2011 8:00 AM by Keri
Feedback is like a Christmas gift from your customers! Use each piece of feedback to grow your team and improve where it is needed.
Posted @ Tuesday, November 29, 2011 8:28 AM by Amanda
We all know that the Holidays are a hectic time of the year. It is very important to maintain excellent customer service throughout this time of year. To be sure that you are providing excellent customer service, consider cross-training your employees. By cross-training your employees, you are giving them the experience and tools to handle any and every situation.
Posted @ Tuesday, November 29, 2011 8:53 AM by Jenny
Cross-training ensures that no one will drop the ball when they are asked to share in someone else's responsibilities.
Posted @ Tuesday, November 29, 2011 9:02 AM by Kristy
Ensuring that your customer service reps are cross-trained can be very helpful during hectic times of the year. Getting feedback from you customers on how those interactions were handled will help you know where you might need improvement.
Posted @ Tuesday, November 29, 2011 9:19 AM by Lisa
Sharing responsibilities and focusing on cross-training will not only ease the work load during the holidays, but also make for a stronger department once the holiday rush is over.
Posted @ Tuesday, November 29, 2011 10:58 AM by Britt
Cross training is ideal for the busy holiday season. The most important thing however, is follow through. If you cannot assist the customer, ensure they are connected to someone who can.
Posted @ Tuesday, November 29, 2011 1:00 PM by Jennifer
Proper cross-training results in an office that can work seamlessly through any problems or absences.
Posted @ Tuesday, November 29, 2011 2:23 PM by Alan
Superb, cross trained, customer service reps is especially important during the holidays to maximize a company’s efficiency!
Posted @ Wednesday, November 30, 2011 6:59 AM by Jenn
When i appreciate a person spending some time and energy to place the next few paragraphs collectively. 
Posted @ Thursday, October 16, 2014 5:12 AM by balsam hill coupons
Thank you for your comment, balsam hill coupons! I appreciate you taking the time to read my article.
Posted @ Thursday, October 16, 2014 3:27 PM by Meredith Estep
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