It’s holiday time! What a joyous time of year! And, then there is the holiday shopping experience… This is how I see it. I get in my car. About a mile from the mall I begin to experience heavier-than-usual traffic. Not just a little heavier, but sometimes it seems like worse than rush hour. Is […]
It’s holiday time! What a joyous time of year!
And, then there is the holiday shopping experience… This is how I see it. I get in my car. About a mile from the mall I begin to experience heavier-than-usual traffic. Not just a little heavier, but sometimes it seems like worse than rush hour. Is there an accident? No, there’s a traffic jam at the mall. Once I’m at the mall, I experience the search for the parking spot. Then there’s the crowded stores, the lines to check out, and then the reverse commute to get home.
Now, I’m not a curmudgeon who throws out the words, “Bah Humbug!” around the holidays. I really do love the holidays; I just don’t like going to the mall during the holidays. Yes, Amazon and other online retailers are my salvation.
All of this is a set-up for the lesson. Stressful times for customers means stressful times for employees. They must be more empathetic and patient as the stress of the holiday shopping experience causes customers to behave in abnormally strange – often referred to as rude – ways.
So, what is an employee to do? How should they handle these customers? What’s the secret to making it through the busy season with tact and diplomacy? In reality, it doesn’t matter if it’s the holiday season. It could be any busy overly busy time for your business.
Here are four ways that companies and individuals can manage the busiest and most stressful times…
The holidays are intended to be a joyous time of year, filled with spending time with friends and family. This can also be the season that causes the most stress. As a retailer of any kind, be aware of this and go above and beyond at this time of year to make things easier for the customer. If you can please a customer during the busy times, which is hard to do, it’s likely that this same customer will be more likely to shop with you the rest of the year as well.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright © MMXVII, Shep Hyken)
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