Sleigh bells may not be ringing just yet, but as a business leader, you should be looking ahead to the holiday season. Before you know it, the most magical time of year will be upon us. So, have you made sure that your company is prepared for this period?
While you doubtless have many things to take care of, one thing you shouldn’t overlook is your customer services. Of course, 2020 has been like no other year. The outbreak of Covid-19 has hit the economic world hard. It’s never been more important to meet your customers’ needs and ensure that they keep coming back for more. Let’s take a look at why you need to offer excellent customer service this season.
It’s the busiest time of year
Whether you run a commercial business or offer services, the holiday period is likely to be the busiest time of year. It’s not just the season to be jolly. It’s also the season to spend a whole load of money. Yes, Brits spend an average of £512.85 on gifts alone each year. Unsurprisingly, this year has seen a huge surge in online shopping. Back in April, experts reported that it was up by 129% week-on-week here in the UK due to the pandemic.
The increase in spending is fortuitous for online businesses, big and small. However, it also means that there’s more pressure on the customer service department than ever before. More sales mean more people wanting to speak to your business team. That means there will be extra pressure on your advisors, should they be an in-house team.
Customer stress levels run high
While the holiday season is supposed to be a joyous time, your customers’ stress levels can surge. One survey by YouGov found that more than two in five Brits feel stressed during the festive period. To make matters worse, one in four suffer from either depression or anxiety at this time too. That statistic is likely to increase this year, now that we are in a second national lockdown. For that reason, supporting your customer base is vital.
When tensions are high, your customer services game needs to be top-notch. Should a customer have a problem with a purchase, a return, or even a question, the sooner you can answer them, the better. Customers will expect to log on or pick up the phone at a moment’s notice and get an immediate response from you. With that in mind, ensuring that you have a great team available to help them is a sure-fire way to win their loyalty.
Keep new customers coming back
Chances are, you have a loyal base of customers that use your services all year round. However, when the holiday season begins, many businesses see an increase in their customers. It is a time when you will likely have newcomers trying out your company, whether that means buying a product from you or subscribing to a package. Believe it or not, this change offers you the opportunity to expand your clients in the long-term.
Ensuring that your business offers noteworthy customer services is a savvy place to start. First impressions count for a lot! Since this is the first experience many customers will be having with your company, you have the chance to wow them. From the moment they contact your team, their experience should be smooth and pleasant. By making sure that is the case, you can turn curious one-time customers into loyal ones that will stick around.
Customer relations is always a crucial aspect of your business. However, this holiday season, your business needs to put greater emphasis than ever on this area. Outsourcing this part of your business could be the answer to helping you manage the sudden influx. It means you can quickly scale up your team of advisors to cope with the busy period. This cost-effective and low-hassle approach is an intelligent way to offer excellent service.
Thinking of outsourcing your customer services this holiday season? Contact us now and find out how we can help your business