Four Ways to Keep Your Team From Melting Down Through the Holidays
Summary
Like most CS managers, you’ve started months ago, reviewing year-over-year trends and planning coverage schedules to make sure everything is lined up to work smoothly when the rush hits. Your team is well-trained, they love helping customers, and they know you’ve got their back with a plan to keep them on-track while managing stress and delivering the same great service every single day. Make sure team members take even just a few minutes to log out and eat their food in a separate space, away from their computers and tablets (bonus points if you can get them to ditch the phone for a book or even a little alone time). Tempers tend to run short as customers scramble to complete purchases and resolve concerns before the holidays arrive, and your team is going to catch the brunt of it. Similarly, make sure your team is up-to-date with their training on policies and procedures for handling questions around shipping, refunds, and holiday promotions – getting accurate information to customers quickly is critical in keeping everyone happy.
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