As we wind down the holiday shopping season, chances are the customers’ crises are rolling in [fusion_builder_container hundred_percent=”yes” overflow=”visible”][fusion_builder_row][fusion_builder_column type=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none”]faster than ever. Our jobs are shifting from giving advice on purchases, guidance on proper usage, and problem solving to more and more problem solving. How can we keep up the momentum of providing friendly and professional service when our job is more stressful than ever?
Our customers are dealing with their own stressors this time of year. With holiday travel plans, visiting family, big meals to plan, and dreams of providing the perfect gifts for friends and family ones, any hiccup in plans can seem like a disaster to our customers. But we are the ones that can provide reassurance through solving their problems. Even with angry customers, let’s focus on the fear or desperation behind their anger and recognize their relatable desire to make loved ones feel special. Let’s convey to these customers that we want their holiday gifting to be as perfect as possible as well, then get creative on how to make that possible.
Play the Game
A little friendly competition within the service department can be not only a great motivator, but also an easy way to lighten the mood. Who on the team can solve the most problems? Who has taken the funniest case? Who has maintained their service rating? Who has improved their service rating? Invite your team to come up with ways to compete against one another and offer up some fun prizes.
When the going gets tough, remember that this flurry of service cases is finite. There is an end in sight and keeping a focus on this fact can help us to keep our momentum up. Prominently mount a countdown calendar and celebrate tearing off a day as we get closer and closer to business returning to normal.
Let’s remember our role as being the providers of solutions and the deliverers of happiness, and when that isn’t enough, we can try some or all of the things above to help get us over the finish line. The holidays can be stressful, but they are also one of the loveliest times of the year. Our continued efforts at work every day will ensure that our customers remember that. And every customer who comes into contact with us during this period and is greeted with kindness and compassion is a customer who will always remember how we stood out in a sea of indifferent interactions.