Earlier last week, the holiday dates for the public and private sectors were announced by the Federal Authority for Government Human Resources for this year’s Eid Al Adha. Both sectors will have four days off starting on August 10 until August 13. This comes in the heels of the government’s announcement that private and public employees in the UAE will have unified holidays starting March 2019.
This extended vacation means one thing for retailers and service providers: it’s an opportunity to increase sales and grow their networks. Handling the sudden increase in clients may be daunting to plan and execute, but when armed with proper knowledge, you’d be able to accomplish this in a very efficient and effective manner. Read on to find out how you can provide the best customer service to your eager shoppers during holidays and peak season.
Before the holiday fever sets in, you should already have a concrete plan that covers not just your goals and objectives for the season, but also the current state of your workflow and the feedback of your existing customers. Preparing a well-thought roadmap at least two to three months before the actual peak season will get you ready for even the biggest setbacks once it’s executed.
Maximize online tools
You may have the most hardworking and accommodating frontliners in the world, but without the proper technology and machines, they wouldn’t be able to unleash their potential towards your clients. For instance, 47% of shoppers nowadays expect prompt responses to all their feedback and inquiry. How would you be able to address their concerns if you don’t have access to the internet, or lack a landline connection?
Empower your people
The best way to ensure that your customers are receiving the best service possible is by taking care of the people who provide it in the first place – your staff. No one wants to be put on hold, so allocate a good amount of time and budget to educate and train your staff about the business. This way, they wouldn’t have to refer to a supervisor when faced with client queries that would otherwise need only a quick solution.
Customers are usually in a rush during the holidays – and when emotions start running high, that’s when things start getting problematic. Instead of being reactive, always try your best to see things from the customer’s perspective. Train your team to respond to complaints with a smile instead of a rebuttal, and to focus on coming up with a solution instead of dwelling on the problem.
We hope these tips will help you prepare for the upcoming holidays in UAE. Visit Callix to learn more about how we can help transform your business’ customer experience!