It is the time of the year when the children are writing their wish lists for Christmas. While they are reading the toy catalogues over and over again, I am feeling grateful for online shopping, which saves all busy parents from the exhausting hours in overcrowded malls.
The children will be happy if their wishes come true on Christmas Eve -I will be happy if I can fulfill those wishes without too much hassle. So, this year I also made a wish list. Not to the Santa Claus, since I know he won’t help me with my shopping. My wish list is directed at customer service managers –and I decided to keep it short as I know that before Christmas they are just as busy as the Santa:
My customer service wish list:
1. Give me the chat option: Often when I surf in the online shop, I have small questions, and I just don’t want to pick up the phone and call thecontact center for such a tiny issue. Chat is a great way to quickly ask that minor question, get a quick answer and move on with the shopping -it simply makes the customer experience more pleasant . Efficient chat channel also cuts the waiting for calling customers and it is a great relief for the busy contact centers.
2. Keep me informed: When I order something online, I want to know where my package is travelling. Send me emails or SMS to keep me updated so that I don’t have keep guessing if my order will arrive before Christmas or not. I know that December is extremely busy time for all online stores and delays in delivery may occur, but I need to know it well ahead to prepare a plan B.
3. Give the employees a box of chocolate. Customer service employees have a hard time before Christmas. They do long hours working with customers who get more and more inpatient the closer the Christmas gets. They do their best to remain friendly, answering all silly questions and listening to complaints. They do a great job, so please remember to tell them that.
Just like the song says “I don’t want a lot for Christmas”. A box of chocolate will do just fine, but one thing I do wish: good customer service. Of course I appreciate it all year round, but just before Christmas even more than ever. And one thing I can promise back: if you make my Christmas shopping and preparations easier by offering good service, I truly appreciate it, and will be loyal to you -at least until the next Christmas…
Wishing all my blog readers a wonderful and relaxing Christmas.