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New research indicates that over half of customers believe that their satisfaction with customer service decreases during the end of year holiday season. It’s no surprise that so many customers find this a difficult time of year – they are often stressed and under pressure to buy gifts and the shops are all busier than usual.
But retailers know that the rush will happen. From Black Friday onwards and into the New Year sales is the busiest time of the year for most retailers. They know the rush will happen and it will affect customer satisfaction so what can be done to mitigate against problems that affect customer service and loyalty?
A couple of years ago Multichannel Merchant published a list of five key tips for retailers at this time of year. It’s still just as valid today and includes advice such as:
These tips look like common sense, but taken together they are a good guide for retailers that want to avoid customer stress in the holiday season leading to customer service disasters. Never assume that your team knows exactly how important great service is during this difficult time of the year. Let me know your thoughts by leaving a comment here, or get in touch on LinkedIn.
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