The holidays are without a doubt the most stressful time of year for customer care employees. Customers are making dozens of transactions online or via the telephone as well as contacting contact centers with questions. It’s enough to make even the most seasoned Communicator stressed.
To ensure that they are prepared, Communicators ought to keep customers’ top holiday complaints top of mind so that they can avoid making matters worse during this busy season. Below, we explore some of the most common holiday customer care concerns that Communicators are likely to face.
Service delivery: According to a survey from ASQ, which polled more than 400 quality and customer service experts worldwide, 55 percent of respondents say that timeliness in service delivery is the most common complaint. Brush up on your company’s service delivery policy to ensure that you’re prepared to correctly answer any questions regarding delivery.
Inaccuracies in billing: There’s nothing more frustrating for customers than when they come across an error in billing. According to the aforementioned survey, 26 percent say errors or inaccuracies in billing and payments are a major issue. Besides familiarizing yourself with your billing policies, make sure that you’re prepared to handle a disgruntled customer. Remember to remain calm and empathic to the customer.
Lack of clear communication: Lack of clear communication is another complaint that tops the list. When a customer contacts you, it’s important that you take the time to fully understand his or her problem and provide a clear solution. Oftentimes, it’s best to repeat the problem back to the customer to ensure that you understand it.What’s more, never make promises that you can’t keep.
The holidays are a wonderful, but hectic time for Communicators. Make sure that you’re prepared to handle everything that’s coming your way by reviewing your company’s policies and guidelines.
Steve Brubaker began his career at InfoCision in 1985. In his current role as Chief of Staff and as a member of the Executive Team, he is responsible for HR, internal and external communications, and manages the company’s legal and compliance departments. Brubaker is a member of a number of professional organizations, including the DMA, SOCAP, and PACE. He also donates his time to serve on several university boards, including the Executive Advisory Board for The Taylor Institute for Direct Marketing at The University of Akron and The University of Akron Foundation Board. He is a frequent speaker for national events and has also been honored with a number of awards and recognitions for his contributions to the call center industry.