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BizReport : Ecommerce archives : October 28, 2013

Top 3 tips to increase customer service over the holiday

Several recent studies have underlined the fact that customer service is increasingly important to shoppers. Whether it's through fast answers via social media, service in-store or even via phone, a bad experience is more likely than ever to send shoppers in another direction. Here are some expert tips for increasing customer satisfaction over the 2013 holidays.

by Kristina Knight

"After the shopping bonanza comes the surge of customer returns and requests. While retailers focus heavily on marketing and merchandising products and services, many fail to have the foresight to strategically implement the tools needed to cover the entire shopper experience - from point of purchase to consumer care," said Adam Simpson, CEO of Easy Office Phone. "It's vital for businesses to have the proper communications systems in place to handle consumer demands efficiently and effectively. Moving to a cloud-based phone service will enable businesses to provide excellent customer care this holiday season."

Tip 1: Customers don't like to wait, so make the wait painless. In a store, that means extra staff. In social media that means someone assigned to answer email or social queries. For local businesses it means queue the calls: install a system that pushing urgent needs/questions ahead of less urgent calls. While you're at it, consider a 'spill-over' queue which pushes calls to additional staff to keep things moving.

Tip 2: Tell the customer how long they'll wait. While the customer won't want to wait 10 minutes, if a business tells them the wait time, they can decide whether to hang up and call again later.

Tip 3: Track the calls and analyze the results. While many businesses sometimes record calls to use as teaching tools throughout the year, the busy holiday season is one time businesses should track calls and analyze how the calls are going so that problems areas can be addressed quickly.

Image via Shutterstock

Tags: 2013 holiday tips, customer service, customer service tips, customer service trends

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