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[JOIN IN] Hang Out with Hot Chocolate: Managing Customer Service During the Holidays ☕

  • 1 December 2021
  • 79 replies
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[JOIN IN] Hang Out with Hot Chocolate: Managing Customer Service During the Holidays ☕
akshara.sruthi
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Our next Coffee Chat session is happening on Tuesday, 7, December at 11 AM EST.


In keeping with the season, we’re calling our discussion Hang Out with Hot Chocolate and we’ll be discussing a topic in line with the season as well: managing Customer Service During the Holidays. 


Grab a cup and join us as we talk about five key segments:

  1. How far ahead should customer service teams and leads begin planning for the holiday rush?

  2. How has your team prepped to meet the changes in demands around customer expectations during this time?

  3. How can customer service managers prevent and address increased stress/burnout among their teams during this time?

  4. What are some lessons and insights from previous years that have helped customer service teams perform better during the holiday season? 

  5. What is key towards managing both customer and employee satisfaction during the holidays?

  6. Lastly, how can teams/individuals best take advantage of a holiday “lull” - the proverbial calm before the storm. (Tag, @manns when you answer this particular question, he’s looking forward to your responses)

79 replies

manns
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Last question for today! This one is @manns favorite question.  

Q6.  How can teams/individuals best take advantage of a holiday “lull” - the proverbial calm before the storm. (Tag, @manns when you answer this particular question, he’s looking forward to your responses)

if you are answering this question Q6, start your answer with A6 and use the quote the option

@akshara.sruthi thanks for including this :)

Cheers, Stephen || https://ITSM.tools
vijay_2am
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Where can I join?

 

Regards | Vijay
vijay_2am
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Userlevel 3
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Where can I join?

 

 

Regards | Vijay
manns
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Last question for today! This one is @manns favorite question.  

Q6.  How can teams/individuals best take advantage of a holiday “lull” - the proverbial calm before the storm. (Tag, @manns when you answer this particular question, he’s looking forward to your responses)

if you are answering this question Q6, start your answer with A6 and use the quote the option

A6. My reason for throwing this one in is that I’m a believer in “work expanding to fit the time.” So, while we can focus planning on when workloads go through the roof, there will also be times when we can spend time on improvements (or simply planning for the rushes). This might be undertaking training, creating new knowledge articles for (new) CS staff, testing escalation paths, improving self-help capabilities, or other investments that will help individuals, operations, and customer outcomes. The important thing is to try to carve out the time to do these things in the “lulls” even when we seem busy. Even if it means saying “no” to less important work or finding ways to get that work done more quickly (or elsewhere) such that the improvement investment can then pay dividends going forward. Especially during the holiday rush!

Cheers, Stephen || https://ITSM.tools

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