Monday, December 22, 2014

How Do i Ensure My Customer Service Representatives Deliver Exceptional Service This Holiday Season?


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.