Black Friday / Cyber Monday (BFCM) is coming and we know that it can be a stressful time of year for companies and clients alike. As customer service representatives, we know that it is important to be prepared for the influx of customer inquiries during important holidays .
Here we give you 7 tips on how to handle Customer Service during BFCM:
1. Outsource your customer service to professionals
Considering outsourcing your costumer support to a professional team that has experience handling high volumes of customer inquiries can ensure that all concerns are handled efficiently. If you own a small or medium-sized business, outsourcing your customer service duties to professionals may be the best decision for both you and your customers. Not only can it save you time and energy that could be better spent on other aspects of running your business, but it also ensures that your customer service team is constantly trained and up-to-date on any changes or updates within the industry.
In addition, outsourcing allows you to access a larger pool of talent, allowing you to handpick the best customer service representatives for your company. With outsourced customer service, there's no need to worry about scheduling issues or vacation coverage. And when it comes to holiday sales it is always important to have an extra hand with a service you can trust to ensure that your customers are receiving top-notch support every single time.
2. Use tools to keep tabs on your clients' inquiries
You can also use tools to help you sort out customer inquiries like a customer service ticketing system or a customer relationship management (CRM) system. This can help keep track of customer issues and ensure that they are addressed in a timely manner. Also, they allow amazing integrations with powerful tools that can maje your life easier during the hectic rush of these upcoming shopping season.
CRM systems for eCommerce that have been particularly useful for customer service operations are @Intercom, @Zendesk, and if you’re looking for a system that integrates perfectly to a @Shopify or @BigCommerce online store, nothing beats @Gorgias. Its worth taking a look before you get into the Black Friday sales.
3. Stay calm and listen carefully to the customer's concerns.
It can be easy to become frustrated or defensive when faced with new customers and their inquiries , but maintaining a calm and professional demeanor is crucial in diffusing the situation. Take a deep breath and listen attentively to what the customer has to say before responding or offering a solution. It is always important to always ensure that you understand the issue so you can come up with the best solution for the client that doesn't hurt your company's image.
4. Follow up with the customer to ensure satisfaction.
Providing top-notch customer service during Black Friday is always a priority for any business because it sets a good image, but sometimes things can go wrong or misunderstandings may occur. Once a solution or alternative has been provided, follow up with the customer to confirm that their issue has been resolved and that they are satisfied with the resolution. This goes a long way in building customer loyalty and trust.
In these situations is important to take a proactive, solution-oriented approach. This means actively seeking out and addressing any issues before they escalate and finding a resolution that satisfies the customer. It may involve going above and beyond the expected protocol, but in the end, it will lead to happy customers who are more likely to continue doing business with you. And remember, communication is key - keep the customer informed every step of the way, apologize if necessary, and strive to prevent similar mistakes from occurring again in the future.
By taking a solution oriented approach to customer service, your business will ultimately come out ahead, especially in holiday rush such as Black Friday and Cyber Monday when expectations are high and the adrenaline of the sale can be high, is important to keep level headed .
5. Use language that conveys empathy and understanding.
Using language that conveys understanding and empathy can go a long way in diffusing a tense situation or resolving a customer complaint. Phrases like "I understand your frustration" or "I apologize for the inconvenience" can help diffuse anger and demonstrate to the customer that their concerns are being heard and taken seriously.
6. Offer alternatives or solutions if possible.
If the customer is unsatisfied with a product or service, try to offer them alternative options or solutions. This can be offering a replacement product, issuing a refund, or providing a discount on future purchases. Showing that you are willing to go above and beyond to make things right can help improve customer satisfaction.
7. Escalate the issue if necessary.
Sometimes, we may encounter a situation where our initial attempts to resolve the issue are unsuccessful. In these cases, it may be necessary to escalate the issue to a higher authority. This does not mean giving up or admitting defeat, but rather advocating for ourselves and finding someone with the power and influence to help us find a solution. It can be intimidating to take this extra step, but remember that you have every right to speak up and ask for assistance. Before escalating, gather evidence and have a clear idea of what outcome you would like to see. And never be afraid to reach out for support from friends or family members as well. By standing together and speaking out, we can ensure that our concerns are heard and addressed. So don't hesitate to escalate if necessary - your voice deserves to be heard.
Overall, the holiday rush for Black Friday and Cyber Monday can be a busy and hectic time for customer service representatives. By following these tips and staying prepared, you can handle customer inquiries like a pro and ensure that your clients have a positive experience with your company. Remember to ask for help in case you need assistance with higher volume, stay calm, listen attentively, offer solutions or alternatives, and don't hesitate to escalate issues!