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By analyzing our customer service requests, we’re working towards a better, friendlier customer experience to help drive customer delight throughout the year! Here are the top 5 questions our Support Team received and how we answered them!

#1. Will my calls still be answered?

The #1 question we get from customers each holiday season is if we will still be available to answer their calls while their business is closed. Of course, our answer is always a resounding “yes!” Specialty Answering Service is a 24/7 answering service. That means we’re available all day, every day – even holidays. While you were enjoying quality time with your friends and family, sipping on eggnog and kissing under the mistletoe, our operators were hard at work making sure each of your customers were greeted with a warm, friendly voice.

#2. How do I let my customers know I’m closed?

December office schedules are always variable. Between closing early for holiday parties, or even being closed for days or weeks leading up to and after the holidays, business owners need a quick way to let their customers know they’re unavailable – or an easy way to let the operators know they should be following a holiday or after-hours schedule. With SAS, there are many ways to go about doing this and it really depends on the customer’s preference on how they want to proceed. Below is a list of things we can do to an account:

• Add a temporary recorded greeting on the line which lists the holiday hours.
• Update the script by adding a Date/Time Function that will automatically direct the operator to the temporary call handling.
• Add a Status Update or Special to the account which will expire after the designated date and time.

#3. Can I add a temporary greeting to my line?

Adding a temporary recorded greeting to your line is a great way to alert your customers right away of your holiday hours and is much less time consuming than making edits to your actual scripting protocol. In addition, it can help cut down on your call volume as customers who are just calling to hear your business hours will get their answer before reaching an operator.

Just send us a shout and our in-house recording artist will record your temporary greeting, and we attach it right to your line. Then, after the holidays are over, get in touch with us again to remove the temporary greeting and apply your old greeting.

#4. Can I update my script temporarily?

For customers who want the operators to relay a different message or follow a different protocol during a specific time frame over the holidays, we can implement a programming feature called a Date/Time Function. Once programmed in, this feature will automatically direct the operator down a different path depending on the date and/or time of the call. Then, after the the specified time frame is over, the script will automatically revert back to normal.

For customers wanting to implement this type of programming update, we always suggest that they submit changes at least a week before they want the change to go into effect.

#5. I forgot to submit my changes before the holiday. How can I update my account in a jiffy?

We always recommend sending updates to our support staff during business hours and at least 2 days in advance. However, customers can still make on the go updates right from their portal or mobile app whenever they’re in a bind by adding a Status Update. A Status Update is a temporary note that appears in red on the first screen of your script for the operators to see.

Since Status Updates are just temporary notes and not an actual script adjustment, we usually don’t recommend adding these in lieu of a programming update. However, if a customer forgot to reach out to our Support staff in time for the change to go into effect, they are able to add a Special themselves by either calling into their own line and having an operator do it, or logging into their portal.

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While The Voder machine doesn’t look like a creepy robot in any way, the noises it was able to produce say otherwise. If you don’t believe us, check out the website for yourself @ https://www.whatisthevoder.com! Beware, the sounds you are about to hear are spooky (look out for Mary and her lamb), and may incur nightmares. You’ve been warned!

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Tip 1: Elves have serious attention to detail.

You’ve gotta hand it to those Elves. They painstakingly craft millions of toys every year, and each one is more perfect than the last. Of course, Elves understand the importance of the big picture – having enough toys to go around. But they also know that it’s the little things (no pun intended) that make all the difference in any old toy that you could purchase at the mall vs. a carefully-honed item that was built with its recipient in mind.

Takeaway

Both big and small businesses alike need to have enough quantity to satisfy demand. But quality is what will ultimately sell your product and keep customers coming back year after year. The same goes for the answering service industry. Sure, you can answer calls faster than Elves can make a rocking horse; but it’s how you answer them that counts.

Tip 2: Elves take pride in their work.

Elves are happy people. They get to live with Santa and Mrs. Claus, and the Elfin Eatery is fully stocked with buttery cookies and hot cocoa. Who wouldn’t be happy? While that sounds magical, their sprightly outlook isn’t just about the company they keep or the awesome snack bar. Elves love what they do, and they take pride in it! Are there days when the mere sight of another tinker toy is enough to send them packing for Fiji? Probably. But all in all, they excel at toy manufacturing because they believe in the good they are doing.

Takeaway

No job is perfect, and customer service can be especially challenging during the holidays; however, every employee offers a valuable contribution to the people you serve. When the going gets tough, think about the positive impact you have on your customers.

Tip 3: Elves thrive on teamwork.

Any great business starts with exceptional leadership, and it doesn’t get much better than Santa. The jolly old elf himself has been running North Pole operations without a hitch for eons. So, he must know a thing or two about getting the job done. He relies on the Elves to work on their projects as a team, ensuring that each toy truck has wheels, sirens and a nice paint job, and each dolly has curlicue hair and that sweet, baby powder scent. When the day is done and everyone has whittled their last spinning top, they head to the Candy Cane Corral for free eggnog and some good old fashioned camaraderie.

Takeaway

To put it plainly, Santa is about as good without his Elves as a call center is without its agents! No man is an island. There is no I in TEAM. And here’s one more cliché for good measure: teamwork makes the dream work.

Well, what have you learned? We hope that this has been a quick refresher course in how to be the best customer service representative you can be. No matter what your industry, it never hurts to take a step back and reevaluate how you approach your job. Humans spend an average of 2,080 hours a year at work, so you may as well make the most of it!

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If Frosty the Snowman were in your shoes, what would he do? Here are 5 things we could all learn him.

1. Be a jolly, happy soul. Frosty had an overall pleasant disposition. His first two words were, “Happy Birthday!” It may seem obvious, but remember to put a smile on your face and be your very best self. It doesn’t matter if you are new to the team or have been there for years. Smiles are contagious, they can be heard in your voice, and they keep you jolly!
2. Don’t melt. Frosty knew his weaknesses. All it took was a little heat, and you’d see his corncob pipe, button nose, and coal eyes sitting in a puddle of water. If you can feel your temperature rising under the pressure of getting the hang of things, or if there is anything else bothering you of a work or personal nature, don’t have a meltdown. Know your triggers and develop ways to manage them and stay cool.
3. Don’t be afraid to ask questions. Frosty was clueless. “What’s a traffic light?” “What’s a lamp post?” You may have a million questions about policies and procedures when you’re just starting out as a CSR, and you may feel badly about constantly asking for help. It’s ok. We all go through a period of adjustment when changing jobs. So, don’t be afraid to ask a question! Your desire to learn is something supervisors will appreciate.
4. There is magic in your hat. When the kids placed that old silk hat on Frosty’s head, he began to dance around. The new “hat” you are wearing comes with new responsibilities, and new opportunities to make magic happen. New hires are full of energy and insight, offering a fresh perspective on the status quo. Trust in your talents. Everyone has something unique and valuable to bring to the table.
5. Have a parade for no reason. Frosty knew how to have a good time. He could have been reduced to a glass of water at any moment, so he recognized that life is too short to be stressed out. As a new employee, this is an exciting time for you! There will be moments of frustration, but the good will eventually outweigh the bad. Stay positive. Congratulate yourself when you master a new skill. And have fun!

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He is great at problem solving.

The Grinch was determined to stop Christmas but needed to disguise himself as Santy Claus to do it. There was just one problem: he had no Santa suit! But that wasn’t going to get in his way. He used his resources to create a makeshift Santa outfit. And what did he do for reindeer? He strapped a horn to his dog’s head.

Takeaway: You may not always be able to resolve a customer’s problem to their total satisfaction. However, as a telephone answering service CSR, it’s your job to do everything in your power to bring them as close to a resolution as possible before escalating the issue. Customers will appreciate the extra lengths you went to for them, even if their issue requires additional assistance.

He learned to be empathetic.

The Grinch hated Christmas. Perhaps because his shoes were too tight. While shoe shopping for his green furry feet, he didn’t have the benefit of a knowledgeable CSR to help him find comfortable shoes. So, he went home with loafers so constricting that they turned him into a sourpuss. Eventually, though, thanks to the Whos, his heart grew 3 sizes and he learned empathy.

Takeaway: Many of us have had a poor customer care experience or been on the receiving end of a bad product or service. When customers call up angry, their natural inclination is to take it out on you, their first point of contact. Your natural inclination may be to yell back – but resist that urge. Put yourself in their shoes, and imagine how you’d feel if your shoes were so tight that they turned you into a Grinch. Treat callers with the kindness you would want to receive if the tables were turned.

He understands the importance of quality control.

Was the Grinch really taking Cindy Lou Who’s Christmas tree home to his workshop to fix a light that wouldn’t light on one side? No. But being the sharp, savvy monster he was, he quickly recognized this potential quality control issue and used it to his advantage.

Takeaway: The more time you spend identifying and fixing potential product or service snags, the less customers you will upset, the more people will trust your retailer, and the greater the revenue you’ll rake in each year. Before bringing things to market, do test runs in your department or in the field. Ask employees to go through services step by step to see where it can be made better. There is always room for improvement.

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Their credit cards ready to fire at will
In hopes that the gifts would arrive before the bill;

The operators were glued firmly to their seats
While managers paced the halls and adjusted time sheets;

The shipping office was busy, no time for a nap
With box upon box that they needed to wrap;

When on the answering service floor there arose such a clatter
Staff sprang from their chairs to see what was the matter;

Away down the aisle management flew like a flash
Knocking down plants and the break room trash;

One happy worker exclaimed a loud, “Hello!”
As he greeted the customer like an experienced pro;

Even with the millionth call of the night
That agent remembered to be merry and bright;

Placing the order so lively and quick,
He smiled as his mouse went click click click click;

On the other line the customer did hear
That call center operator grinning from ear to ear;

Be patient, be friendly, be helpful and nice!
Now happy, now savvy, and always precise!

Every day of the year, spring summer or fall
In wintertime, too, good call center customer service to all!!

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Happy Ho-Ho-Holidays from Specialty Answering Service!

Copy the code below to use this infographic:

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<pre><em>Image originally posted on <a href=”https://www.specialtyansweringservice.net/visit-santas-north-pole-candy-cane-call-center/”>The SAS Blog</a></em>
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DO GO THE EXTRA MILE.

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.

Home Alone 2 – VIP Treatment

DO SAY THANK YOU.

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.

Ernest Saves Christmas – Santa in Training

Home Alone 2 – Toy Store Scene

DO USE TEAMWORK.

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!

Ernest Saves Christmas

Eloise at Christmastime

DO PROVIDE ADEQUATE TRAINING.

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!

Elf – Jack in the Box

National Lampoon’s Christmas Vacation – Sledding

DON’T FORGET TO SHOW EMPLOYEE APPRECIATION.

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.

Eloise at Christmastime

National Lampoon’s Christmas Vacation

DON’T BE A GRINCH.

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.

Ernest Saves Christmas – Animal Control

Jingle All the Way – Turbo Man Doll

DON’T MISBEHAVE. SANTA KNOWS.

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.

Home Alone 2 – Sneaking In

Naughty or Nice – The Plumber Lies

DON’T LET YOUR TEMPER GET THE BETTER OF YOU.

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.

Elf – Angry Elf

The Family Man – Lottery Ticket Scene

Elf – Throne of Lies

DON’T BE A HATER.

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!

Ernest Saves Christmas – Santa at Customs

A Christmas Story – Mall Santa & His Elves

AND DO JUST FOR FUN.

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!

Minions Jingle Bells

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