EBG customer care center

6 Customer Service Secrets to Beat the Holiday Rush

November 23, 2016

The holiday season is a great time to boost sales, grow brand recognition and obtain new customers, but with increased business comes the need for superb customer service.

With some of the busiest shopping days of the year mere days away, our customer service team is equipped and ready for the hectic days and weeks ahead.

“Delivering exceptional customer service is a core value of our business,” said Jason Baker, VP of Operations at EBG. “Preparing our agents for the holiday rush is top priority, and we begin strategizing early in the season. No matter what business you’re in, it’s important to make sure your team is ready for the good, the bad and the unexpected.”  

It’s critical to not let the stress and demanding hours of the holidays undo all the hard work your business has put into building a reputable, positive customer experience. If anything, this time of year should motivate your team to take it up a notch and deliver a higher level of service to impress not only existing customers but new ones.

According to a study conducted by Walker, 86 percent of buyers will pay more for a better customer experience, and by the year 2020 customer experience will overtake price and product as the key differentiator.

These statistics illustrate the growing importance of excellent customer service, and should be used as a guide to prioritize business goals for the upcoming year and beyond.

So how can you keep your employees happy and deliver over-the-top customer service this holiday season? 

EBG inspires employees with motivation walls

Here are some secrets for success:

  1. Make sure your office is well-staffed. It’s important to project the amount of increased volume your customer care center will experience and plan accordingly. Customer wait times shouldn’t be much different than any other time of the year. Also, make sure your agents are well-versed in your product. If customers are looking for additional products or a product is not available, it’s critical that they can cross-sell and up-sell so that the sale is maximized or not lost entirely.   
  2. Train and prepare your team for the unexpected. Share best practices and protocols for how to deal with multiple customers and issues at one time. Remind the team to always uphold the service standards your department has in place.
  3. Keep your team motivated. Set up morning meetings to discuss the highs and lows of the previous day. Offer ways to correct missteps or clarify confusions. Get employees excited about breaking sales numbers or run a contest. Keep it fun!
  4. Engage your customers. Create a personal experience that makes your customer feel valued. It’s all about relationship building. The goal is to have customers think of your business the next time they need to make a purchase specific to your industry. Fun fact: It costs 5x as much to attract a new customer than to keep an existing one. (Invesp)
  5. Ask for feedback. At the beginning or end of a call, live chat or email, ask your customers if they are willing to answer a few questions about their experience. This will help your team can gauge what’s working and what needs improvement.
  6. Share positive customer stories. Leverage your blog and/or social media channels to share positive experiences from your customers. They took the time to write the review so it’s important to acknowledge it and offer thanks. (It’s also equally important to respond to any customer inquiries or frustrations online in a timely and professional fashion.)

Since this week is Thanksgiving, we want to show our tremendous gratitude for the hard working, dedicated concierges and customer care representatives at EBG by sharing several recent stellar customer reviews:

  • “Daniela was very attentive, knowledgeable and patient. It’s been a long time since I received such good customer service. She is a real gem!” – Mrs. Vandana, Customer (Vegas)
  • “I am amazed at the level of product knowledge Sylvana was able to provide me. I want to let her supervisor know that I have never experienced such wonderful customer service. “ – Anonymous, Customer (Orlando)
  • We had such a great experience with one of your concierges – Rudy Zal. She was exceptionally helpful and incredibly kind. Absolutely the best face of customer service.” – Jaime, Customer (Texas)
  • “I just wanted to let management know of the exceptional employees they have working at Tickets and Tours in Harrah’s Las Vegas. Outstanding, and above the rest that I’ve experienced in a long time.” – Constance, Customer (Maryland)

Thank you to our wonderful customers for trusting us to help you create memorable travel and entertainment experiences. We value your business, and appreciate your feedback so that we can better serve you. 

From our EBG family to yours, we wish you a bountiful Thanksgiving and joyous Holiday Season!