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7 Tactics to Ensure Great Customer Service during Peak Season - Livesalesman - Blog

7 Tactics to Ensure Great Customer Service during Peak Season

Peak or holiday seasons like Christmas or New Year, are most important seasons for e-retailers from sales and revenue point of view. During these periods, e-retailers plan to earn big money and attract new customers by offering good discounts and schemes. On the other hand, even customers sail high on expectations’.

It all sounds great until you find yourself inundated with customer support emails, non-stop phone calls, live chat messages that can be exciting for you as it means more customers but can be very stressful for your customer support staff.  Long working hours and handling innumerable customers’ queries take a toll on employees’ health. On the other hand, inadequate responses accompanied by long waiting time infuriate customers to a great extent. So, during peak holiday seasons, businesses face dual challenges of satisfying customers and keeping employees motivated

Thus, it is vital for business to take pro-active actions for maintaining festive spirit of the customers and offering them great customer experiences. Below are the few ways that enable e-businesses to improve their customer services during peak season.

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Prepare Concrete Plan Beforehand – As the adage says “Better safe than sorry”, it is always better to prepare an action plan prior 2-3 months of festive or holiday season. In order to create full-proof plan, collect facts like current workflow rate and expected rate in peak season, understanding expectations of customers, reasons of customers’ dissatisfaction, whether to hire temporary staffing solutions or not. All the important details are easy to extract from the last year’s data. Plan ahead and make it understand to each and every employee of company so that everybody remains on the same page when peak season starts.

Empower Team by Providing Training – Customers do not appreciate if they need to wait a lot for getting their calls answered. Moreover, if customer support staff is unable to solve the query and passes the call to seniors, customers definitely feel disappointed. So first of all, it is crucial to train your employees thoroughly. Provide them crystal clear understanding about your products and services. Conduct regular knowledge transfer sessions and role plays to lower call turnaround times. Suggest ways about how to handle customers’ queries quickly yet efficiently. Invest in building an easy to use and search product knowledge base with detailed FAQs, step by step instructions, and troubleshooting guidelines, manuals and pictures. Of course, it is a daunting task to please every customer during peak season, but little effort in the right direction will definitely go a long way.

Staff up for holiday season – Whether you decide to hire temporary staff or decide to get on a board a customer service outsourcing company for holiday season staffing, you do need to prepare well in advance for additional holiday staffing. Outsourcing to an experienced BPO company does have a lot more benefit than hiring temporary staff directly in-house. Such companies usually offer seasonal staffing solutions and have required tools and hands-on experience of handling high customers’ traffic during holiday season and their customer support agents are ready to hit the ground running. The last thing you want to do is deal with hiring, training, managing and retaining in house temporary staff during your busy season. The smarter choice is to take advantage of temporary staffing solutions from an expert call center provider, be it an offshore call center or onshore.

Motivate Employees to Motivate Customers – Employees with happy state of mind are more productive and offer adequate solutions to customers’ queries. When businesses expect something extra from employees, it is equally important to offer them extra – in the form of incentives, recognitions or cash rewards. Allow them to take frequent breaks, praise them for their achievements, roll-out extra hours’ incentive scheme, etc. After all, holiday season is for everybody- be it customers or employees. If employees are working hard to build and retain your brand reputation, business should not also stay behind to show their fondness towards them.

Personalize your Response –Businesses do follow offering customized services to customers in ordinary days, but due to peak season’s rush, they often forgo it.  Customers always expect special treatment from the service providers and seldom pay heed to peak or off season. So, do not forget to add a touch of personalization and treat them like a “VIP or KING” during holiday season as well. Send personalized email addressing them by their names and messages like “ Dear ABC, you have not purchase anything from us in the last 3 weeks”, “ ABC, we are really missing you at XYZ”, etc.

Learn Lessons from Customers’ Feedback - Always remember, it may happen that happy customers do not applaud you but dissatisfied customers tend to complain. Therefore, spare some time from your busy schedule to understand what are customers’ trends and expectations during holiday season. Take a look at their feedback forms filled by them during last year peak season and try to fix all loopholes this time. Indubitably, customers’ feedback encompasses scores of ideas for businesses improve their customer services and increase customers’ satisfaction level.

To conclude, holiday or peak season is the best time to offer unique shopping experience to your valuable customers. Thus, avoid following “one size fits all” approach. Gear up yourself to provide such level of customer service which actually sets a benchmark for others to follow.  Share your thoughts about strategies followed by you for handling customers’ queries during peak time.


Publish Date: December 3, 2018 5:00 AM

2021 Buyers Guide Headsets

All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing




Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.


Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.

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