With the most significant dates of the 2016 holiday season behind us, the season is coming to an end. This pause provides an opportune moment to reflect on the turmoil that retail enterprises have endured. There is one aspect of this season that always makes me think about the end of the world Whether we (and they) like to admit it or not, retail owners and staff now have to cope with an increase in the number of consumers who become a little more demanding around the holidays.
The Raised Anticipations
The purpose of the holidays is to spend time relaxing, shopping for the family, and spending time together. Whatever the reason, we’ve managed to make it into the stressful season when people are obsessing about everything (mainly money).
Because of this, consumers visit physical stores and visit online retailers with preconceived notions. They assume you anticipate more traffic, and they believe it is your responsibility to be the one who is willing to go above and beyond.
Quickness
One reason is that, even when e-commerce servers are overflowing with traffic and storefronts are packed with customers, they still want their shopping experience to be as quick as possible. They don’t have time for delayed service; they want to be taken care of in a couple of nanoseconds. It should be as easy and quick for them to shop online as possible, and the same is true for shipment. Deloitte claims that a delivery must be finished in less than two days in order to qualify as quick.
Easy accessibility
The contemporary Christmas consumer wants not only quickness but also unprecedented comfort, integrating every means of achieving their desires. For example, before this year’s holidays, omni-channel shopping was all the rage, with retailers finding new and inventive ways to satisfy their clientele. Customers essentially wanted no limitations. Their online order is delivered to the business. They make their purchases online, then come back to the store in person. And so forth.
As you may assume, customer service has historically been the main point of contact for these high expectations. In other words, it all boils down to you and your team dedicating 99% of your time to customer care and 1% to brand sales and promotion.
Handling Customer Service During the Holidays
If you own or run a retail business, you undoubtedly already know how to give excellent customer service over the holidays, but it never hurts to remind folks of some old favorites as well as a few fresh takes on them.
Making sure that every member of your team is aware of what is going to happen and how they will be tested is the first step in training and preparation. While the veterans will be quietly donning their own battle scars, for others this will mean further training and orientation. Additionally, it is imperative that everyone realizes that, especially around the holidays, customer service comes first. Sales are not the focus. It has to do with happy faces.
Additionally, a lot of shorthand and keeping things simple will be used in holiday customer care. You should not be encouraging your staff to cross- or upsell at this time. Just make sure the customer understands what you’re offering, then move on. Additionally, keep things simple.
In addition, you will be really testing your ability to set priorities over the holiday season. Sometimes it’s easy to see when someone is about to give up or start causing issues for you and your team. A consumer like that needs your top employees’ undivided attention right now. For a while, a happy, lighthearted young couple who don’t mind getting knocked around by extremely irate consumers can get by without any attention.
To get through the holidays, you might even want to add some new folks. In this scenario, employee time clock software can help you and your new hires navigate calendars and shifts, simplifying your life.
While we’re talking about new ventures, you might want to engage in some post-holiday customer service, where you express your gratitude to your larger customers by offering them a future discount or something similar. If you are an online retailer, extend an invitation to your most devoted patrons to join you for a post-holiday sale. This is an excellent opportunity to get rid of unsold merchandise while still offering your most devoted clients something to buy.
Final Word
In the retail industry, the holidays can be chaotic, so it’s important to maintain focus. Emphasize customer service, keep it brief and straightforward, and make sure that the most important tasks are completed first.
