tawandamusarurwa
Cresencia Marjorie Chiremba
“EVERY contact we have with a customer, influences whether or not they’ll come back. We have to be great every time or we’ll lose them” – Kevin Stirtz
The Christmas holiday is just a stone throw away, and some people have already done their shopping while some are still shopping.
And there are those who will do last minute shopping.
Over the years, when its holiday time, we have witnessed an increase in traffic flow in urban centres, with people rushing to get goodies to last them the holiday. As the volume of traffic increases for businesses so is pressure for service providers’ employees.
It takes a great deal of effort for businesses to be able to subdue the pressure, and offer excellent customer service.
Every organisation’s customer experience team must always have a game plan to deal with this holiday rush shopping, in a way that eases the customer’s stress off their busy schedules. When customers are happy they always reward good service.
Here are some of the ways to extend great service during this festive season:
Extend the Christmas Cheer
Happiness is infectious, and when it is holiday time, organisations must be able to spread the Christmas spirit of fun and pleasure. One important thing that organisations must understand is that for their employees to offer a great service, they must first treat the same employees well. Great deals mean nothing if the people marketing them are not happy themselves.
Remember, employees react to how they are treated, and this is a big reflection on the company’s culture. Time taken to make customers happy will definitely pay off in 2022.
Offer Irresistible Discounts
Your customers are one of the pillars of the business, and you need them forever. Instead of just offering the usual ‘10 percent off discount’, this holiday offer something that will give them inspiration to want to continue doing business with you.
Organisations must offer value and solutions to customers and not just price, because we all know that the value of the product will determine price. So, whatever the organisation is offering to entice the customer for 2022 and beyond, sales will be determined by the value of the products and services it is offering.
Get Close-up and Personal
Customers like it when you show them gratitude for spending on your business. Although technology is erasing the human touch in so many ways, it is always important for organisations find more human ways to get in touch with their customers.
A simple ‘thank you’ phone call by the company’s representative is enough for me to call again for more business, or even an extravagant courtesy call of a thank you parcel at my doorstep will make me refer other customers.
This reminds me how one funeral assurance company surprised me with their company regalia after an initial fall-out. That exchange of gifts has somehow intrinsically made me their brand ambassador.
Open Your Arms to Your Customers
Some customers are afraid of having a one-on-one with customer service representatives. They would prefer doing their shopping when they are shopping fads like Black Friday or end of year sale. Customer service representatives must be able to welcome customers with open arms, make them feel that they have come to the right place where their shopping problems will be solved.
When dealing with customers, give them that friendly and positive interaction and sometimes it is important to get social a bit, so that they can get comfortable. Welcome is more than just a big glittering sign on the walls of the business or their website; it is the energy and attitude exhibited by the employees that will show if customers are really welcome. It might sound cheesy, but smiling even when transacting over the phone is necessary because the person on the other hand can ‘hear’ that smile.
Be On the Same Page with Your Employees
Some companies, especially in the tourism sector and clothing industry, always get a boom when its holiday time. Not every employee understands the company goals, and it is wrong to make assumptions. The goal may be to meet the year-end revenue targets or to build a life-long supply of happy customers; this must be communicated to the employees.
Their standard of service delivery must therefore match the company’s goals. When the goal is to reach a target during the holiday, the level of customer service rendered to customers must attract them to spend more. Back then, we had cities building relationships with their customers the residents through Christmas Cheer Funds.
The employees of these organisations and their residents would work towards a common goal of helping the less privileged. When all is communicated and clear, the employees can also put positive effort in order to achieve the same goal.
Finally, organisations must make sure that their contact centre, customer service representatives, customers and all the employees that have direct and indirect contact with the customers are in tandem, and they perform seamlessly during this festive season.
*Cresencia Marjorie Chiremba is a marketing enthusiast with a strong passion for customer service. For comments, suggestions and training, she can be reached on [email protected] or on 0712 979 461
Tinaye Agere
Online Reporter