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Great Service

December 2017

5 Ways to Give Your Customers What They Really Want This Christmas: Great Service

As we get older, it seems that the festive season becomes about two things: Christmas and stress.

With the holidays looming ever closer, keeping customers happy becomes paramount, as the new and the loyal flock to your brand. And what they really want this Christmas is a smooth customer service experience from someone who will make things that little bit less stressful in the lead up to the big day.

Well, straight from Lunar HQ (not North Pole-based), comes this handy advice to make sure this December (and beyond) you can keep your service sweet, and your customers even sweeter. Enjoy!

 

1. Calm and Collected

It’s a hectic season for everybody, which means that tempers can fray even in the jolliest of work environments. As such, ensure your team are taking inspiration from the humble candy cane in being both sweet and keeping their cool – even when customers aren’t doing the same. You’ll often find that resolving issues is much easier when a level-head is kept, and team members who can continue to treat customers with respect even when it’s a struggle are more likely to retain even the biggest Grinch.

 

2. Be Organised

It’s a season full of spare wrapping paper trimmings, decorations everywhere and a mile-long gift list: there’s chaos everywhere! That doesn’t, however, mean that your business needs to be chaotic. Taking some time to prepare for the season in advance and using all the tools at your disposal can help ensure things run smoothly. A bespoke CRM, for example, can help to set goals, keep employees on track, and manage customers – all without breaking a sweat.

 

3. Be Contactable

Forget the silent night this Christmas: your customers need to know that they can contact you when needed. That means making sure your social media is active and your customer service team are receptive – both of which will save you from accusations of vanishing over the holidays.

 

4. Keep Them in the Loop

Closing for Christmas? Changed your customer service help desk hours? Invoices due over the Christmas lockdown? Let your customers know what’s going on, keeping them happy and aware. Whether it’s a social media post or a full communication campaign using cloud dialling and your bespoke CRM, you’ll be doing the business a huge favour by being clear.

 

5. Share Insights

One of the most important things to remember in customer service is to make the customer feel looked after – something which isn’t always possible when they’ve interacted with multiple members of the team.

At Christmas, this problem and the frustration it causes can be magnified, leading to some serious fallings out. To pre-empt the negativity, use reports, call logging and cloud capabilities in your bespoke CRM to share insights between team members, giving everyone the same complete picture around each customer.

The result? Every customer feels like they’re being taken care of as an individual, and the team can deliver what’s at the top of every customers’ list this Christmas: the best service possible.

Lunar CRM’s bespoke CRM solutions work to supercharge your customer service offering and streamline internal processes using features tailored to you and your business. To find out more, feel free to explore our website, or get in touch to arrange a free demo.