Holiday seasons such as Christmas can be hectic due to large
volume of sales, customer demands and the need to achieve company year-end
targets. It's hard to keep a lid over the can while ensuring that service
standards remain impeccable during this period. So, how do i ensure my customer
service representatives are hitting their sales without dropping service
standards?
1.
Employ
the Use of Mystery Shopping: A mystery shopper is a person employed by an
organization, often temporarily, to buy goods and services from it with the aim
of ascertaining the quality of service delivery by staffs within the
organization. The mystery shopper is
often times unknown to the staff that will be attending to him/her. This
distinct advantage allows the mystery shopper to obtain facts about the
conditions of service given to him/her and obtainable within the organization
without bias. Mystery shopping has become a perfect tool for achieving
excellence in service delivery as organizations now use this to improve on
areas that impact negatively on service delivery.
2.
Perform
Performance Service Appraisals: Performance appraisal is an excellent tool
that can be used to measure whether service standards are improving or not.
These service standards are measured using performance metrics that measure salient
points that define the quality of service your organization renders.
3.
Use
Customer Surveys: Customer surveys can tell you how well you are doing and
help correct service errors. Its helps guide you to determine whether the
customers you are serving are satisfied with the quality of service being delivered
during the period.
4.
Be Sure to
Prepare Your Service Personnel through Trainings: Training is essential to
success. Preparing service persons to deal with and cope with the holiday rush
is a sure recipe to success. Customer service persons should be trained to:
manage impatient customers, irate customers manage customer emotions and
feelings and handle increased packaging and customer requests.
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