Tis the Season

Ahh, it’s that time of year again. Undoubtedly November and December are peak months for discretionary spending. And as we enter another holiday season, it can be stress inducing for shoppers as well as business owners. Shoppers are under pressure to secure the perfect gift while competing with other shoppers for items in limited supply.  Business owners are enduring staff shortages and supply chain issues. So today we’re taking a look at 3 common customer service complaints and how to prevent/reduce their occurrence.

1) Calling the wrong number when trying to reach a specific service area or department frustrates customers. To rectify this, add department/service area descriptions next to the phone number provided on your website. Track the type of calls you receive to identify trends. If you’re able to identify a common cause for concern, consider adding that information to your website along with the direct number should additional assistance be required.

2) A common consumer complaint is long wait times for service. Generally everyone packs a little extra patience around the holidays, but you should always look for ways to operate more efficiently.  Of course, this will look different for every business model, but it can include things like pre-scan, self checkout, or order ahead.  Offer special promotions during low volume periods to help re-distribute traffic to your storefront. 

3) Try to make the wait enjoyable. Things like musical selection and volume as well as temperature can create a sense of ease and make long waits more bearable.

4) Rude customer service agents round out our list of common customer service complaints. While our hope is no agent is ever rude to a customer, it happens. 

Consider:

• Adjusting shifts
• Creating additional breaks
• Providing a catered lunch/snacks to show your appreciation
• Providing additional training on topics about effective communication with colleagues and customers

Will your company do anything unique to improve the customer experience this holiday season? Let us know in the comment section below and make it a great day!