Ah, the holiday season. It’s a magical time filled with twinkling lights, candy canes, and the madness of retail. Amidst all of the hustle and bustle, and shoppers knocking each other down for the latest deal, it’s easy for employees to become annoyed, leading to poor customer service and workplace misconduct. Not only that, but it’s easy for management to become irritated, too, and take it out on employees. Take a gander at this list of holiday customer service video clips. ‘Tis the season to read up, then make a list of DOs and DON’Ts, and check it twice. Even when others are naughty, it’s your job to be nice!
Sugar & Spice – Doing everything you can to make the customer’s experience easy and enjoyable
And Everything Nice – Whether your customers are high rollers or everyday people, making that extra effort to see to their needs shows them that they are valued. It will certainly give your business a reputation for friendly, topnotch service, and as a result, may draw in more customers by the best kind of advertising there is: word of mouth.
Sugar & Spice – Using those two magic words as often as possible
And Everything Nice – In today’s competitive marketplace, take advantage of every opportunity to thank customers for coming to your business instead of heading to your competition. Show them how much you value their business by reciting those words early and often. Thank them for walking in the door. Thank them when they leave. And thank them again via email or a handwritten note. It works.
Sugar & Spice – Many hands make light the work
And Everything Nice – Remember, there is no I in team. If you notice a coworker has a lot on his or her plate and could use a hand, pitch in! Help when and where you can. It creates a positive work environment, establishes camaraderie among staff, makes the day go by that much faster, and most importantly, provides your patrons with a prompt, professional, customer service experience!
Sugar & Spice – Knowing how your products work and ensuring they work well for the customer
And Everything Nice – If you don’t know how your products work or who your target market is, how will you get anyone to make a purchase? Include proper training on your daily agenda, especially for seasonal employees who are only with you for a few weeks. The more information they have about what you offer, the more likely they are to sell it!
Naughty – Treating employees with disrespect, acting more like a dictator and less like a supervisor, not acknowledging their hard work
Nice – Your support staff is the reason that things run smoothly 365 days a year, customers have what they need when they need it, and you have peace of mind in knowing that everything is being taken care of. So show them you appreciate all they do for you, and not just with an end of year bonus or a holiday party. Instead of acting like the employers in these clips, make it a point to praise your employees every chance you get. They’ll work even harder knowing how grateful you are to have them.
Naughty – Laziness, being rude to customers
Nice – When you don’t do your work or are rude to customers in the process, not only do you look bad, but the entire company looks bad, too. So take pride in your work. Think of how you would want to be treated if you were in the customer’s shoes. Be friendly. Be helpful. And as the saying goes, kill them with kindness.
Naughty – Dishonest business practices
Nice – This one is simple. Don’t lie. Don’t cheat. Be honest and forthright in all of your business dealings. Follow the Golden Rule! Enough said.
Naughty – Escalating an argument with a customer, losing your temper with colleagues
Nice – If a customer rubs you the wrong way, walk away. Ask another staff member to take over. If a colleague has said something offensive, rather than yelling, confront the issue in a calm, rational manner. Start with “I was really hurt by that comment.” Or something along those lines. Reacting in anger makes things worse. Taking a step back, on the other hand, can give you the clarity you need to come to a healthy resolution.
Naughty – Displaying clear disdain for one’s job, taking out frustrations on the customer, trying to rush people along
Nice – There will be days when happiness will elude you, and every aspect of your job will drive you nuts. But remember, you are representing your workplace. If you project a bad attitude or act inappropriately seemingly on purpose, then people won’t want to shop where you work. And you’ll likely lose your job. So be happy! It’s what you’re getting paid for, and happiness is contagious!
Naughty – Minions are having more fun than you and your employees are
Nice – Sing something. Sing anything! Laugh like a Minion who has had one too many glasses of eggnog. Spread enough holiday cheer to last the whole year!