Manage customer service in IS standard documents

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[Music] hello everyone i'm myra golden i help customer service professionals deliver a fantastic customer experience i primarily help with empathy delivering bad news and de-escalation and i'm the first ever guest host here at simplifying cx if you're new to this channel welcome the simplifying cx series is here to provide you with straightforward answers to the biggest cx challenges if that sounds relevant to you don't forget to subscribe today i'm sharing with you the top three things to keep in mind as you manage customer service during the covet 19 holiday season they are your team customers and feedback let's start with your team there are four elements to ensuring your team stays happy and productive during this challenging season the first is communicate with your team this means ensuring your team is clear on all promotions social distancing procedures and expectations the second is empower your team reduce delays and customer frustration by empowering customer service agents to make decisions so they don't have to wait for permission to resolve issues third is train your team equip employees to handle demanding customers and complex interactions you can use data from last holiday season to help you predict issues and prepare responses and solutions to top concerns you can also train chat agents to write in a human tone and your brand voice lastly nurture your team and take the pressure off if you're a b2c retailer for example hire security to enforce mask and distancing requirements in your brick and mortar stores or potluck lunch so your employees don't have to go to the food court you could also have all hands on deck for customer support meaning hire temp workers for phones chat or pull people from other departments to support the goal is to ensure fast customer response during a peak period now let's move on to our second component to remember customers during these times you should help reduce customer anxiety for example if you're a b2c retailer clearly specify customer flow so it's easy for customers to enjoy the shopping experience while maintaining social distance for the online experience make sure to update any policies that may change with the rush and covet 19. speed is also important you should set goals that will keep customers happy reducing hold times can be a goal for example answering 80 of calls in less than 20 seconds to increase the speed you can also ramp up staff so you minimize chat wait times and times between agent responses lastly less bought and more human interaction provide real support not just being there the third and final thing to remember is feedback capture what you learn from the covet 19 holiday season to prepare you and ensure business continuity for whatever lies ahead what were your biggest wins what worked what didn't what will you keep improve start or stop doing for a complete guide on how to manage customer service during the covet 19 holiday season click on the description section of this video also if there's a topic that you'd like my friends at simplifyingcx to cover tell us in the comments section and make sure to subscribe now to see more videos that simplify cx until next time you