Season’s Greetings! The Customers are Here!

by Abraham Venismach

How to survive THRIVE in the holiday season!

Tis the season to be ready for the onslaught of customers. Patience can wear thin, smiles can wilt and customers can be hard to deal with… so how can you not only make it through, but keep that smile real and shine through it all?

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  • Marco Houthuijzen
    November 19, 2017

    6 tips to enjoy the holiday season while handling customers

    1. Keep in mind that this customer is the one who pays your salary.
    2. Don’t take it personally
    3. Resolve the issue
    4. Smother the customer with kindness
    5. Apologies are free gifts: “My sincere apologies. We didn’t mean to disappoint you”.
    6. You can’t please everyone: you are not a pizza.

  • Steven Carleton
    November 19, 2017

    Remember that whatever the holiday season means to you, for many of your customers it is REALLY important. Perhaps the gift they give this year is an olive branch to mend a broken relationship, or the last gift they give … ever, or they gift they give this year helps a friend through a difficult time. I try to remember that not all gift giving is simply the result of mass commercialization. For many it can be that rare opportunity to make things right. Help them do that this year.

  • Ricardo Saltz Gulko
    November 19, 2017

    Now you are the face of your company! Commit to your team & customers, remember to listen, address their afflictions and needs, in the best way. Yes, many customers will come, so make sure to deliver the right human experience. Deliver the best services, & customer experience you can, and remember- be empathetic, help them, go beyond your limits & the customer expectations. You are a key human touch point from the customer perspective, so make right in the first time to ensure customers return!

  • Mike Wittenstein
    November 19, 2017

    No matter how hard you try or how much you spend, your brand can’t be any better than what your customers experience. So, it doesn’t all depend on you. Don’t be afraid to ask your managers and leaders for what you need to deliver a great experience this holiday season. Just ask politely 😉

  • November 20, 2017

    13 ZER0 COST ways to a SUCCESSFUL holiday season (CSR’s)
    1. Positive Attitude
    2. Sing to release any ‘stress’ energy 
    3. Go to bed earlier 
    4. Refresh your ‘irate customers’ skills
    5. Wear comfy shoes
    6. Be on time
    7. Actively show colleague care 
    8. Don’t skip meals
    9. Listen to feedback 
    10. Good body language & posture
    11. Know that this is what you have trained for all year round
    12. Do something extra once a day 
    13. It’s your time to sparkle!

    natalie@cxhighperformance.com

  • Abraham
    November 21, 2017

    Here’s an awesome video our beloved Shep Hyken made addressing this very issue: (Ricardo Saltz Gulko sent it me share! Thanks Ricardo!) Enjoy!

    • Shep Hyken
      November 21, 2017

      Thanks for posting this Abraham! Let’s keep sharing content with the world and create an Amazement Revolution! And… HAPPY HOLIDAYS!

      • Pat Porras
        November 21, 2017

        Ho Shep. Yes fully agree ABA (Always Be Amazing) and deliver an awesome Customer Experience. Happy Holidays to you as well . Thanks

  • Abraham
    November 21, 2017

    Shep it’s always a pleasure to share your wonderful wisdom!

  • Pat Porras
    November 21, 2017

    Customers don’t necessarily want to fight, but their emotions may cause them to get angry or insult your employee at the point of contact. This is where service recovery comes into play–and where your employee can create a customer that is Loyal-for-Life!
    1. Act Quickly
    2. Take Responsibility
    3. Be Empowered
    4. Compensate

  • Lee Cockererell
    November 22, 2017

    Customers have 10 problems or worries you don’t know about. Give them a break by humming the song, “Let it go.” The customer is not always right, but they are always the customer. Happy holidays.
    LEE Cockerell, Exec. VP, Walt Disney World (retired & inspired.)

  • Paolo Fabrizio
    November 22, 2017

    Customers want to relax during their holidays – that’s the mantra to keep in mind when you deal with them. As during this period of the year they have their highest expectations, you have to be prepared and organized. Below, 3 tips for you:
    – Get your staff trained before holidays / peak season (lack of expertise is a boomerang in case of complaint)
    – Start the conversation / interaction with a smile (be human)
    – Listen carefully before responding (ask once more if you’re not sure)

  • Lee Cockererell
    November 23, 2017

    It’s never too late to get better, healthier, smarter, improve a relationship and on and on. Don’t underestimate your influence and what you can accomplish. Excellence is a state of mind.

  • Pat Porras
    November 28, 2017

    another point is that ALL staff including “Temps/Seasonal” need to be certified in the Sales & Service Standards of Performance and coached

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