Christmas and New Year are that time of the year when everyone gets in high spirits, energetic and full of gusto. As this is the season of giving, everyone is going to be crazy about finding the right gift for his friends and family. The shopping process is indeed hectic for the client but it is more hectic for the companies and their customer care agents. There is going to be time when you and your team will not have the opportunity to even scratch your head so it is better that you prepare your customer care team before hand, especially if you are an online company.

An online company has even more challenges than the physically present companies do. They have to take care of the unknown and faceless clients, who might be cool or be irritated at something. Moreover, there are so many more challenges that an online customer service team will have to handle during this time. The UAE industry is well aware of this situation and they are taking just right measures to handle this season rush. Here are the steps these companies are taking to prepare their teams for this holiday season.

Changing the Strategy:

First of all, these companies are changing their sales strategy. Instead of having a sales approach, these companies are telling their customer care representative to be more helpful. Instead of coaxing the client to buy a certain product, these representatives are advised to help the client in finding the right product. The companies want their customer care operators to listen to the client, see what they are looking for and then give them a few options that are more appropriate for them.

This is because the companies are definitely going to get a sale, no matter what. However, this is the only time of the year when the companies can actually make a good impression on the client, make and retain clients. The online customer care operators are also advised to be patient and fast at this time because there will definitely be more customers waiting in line.

Training the Staff:

Even if you have the best and the most experienced staff, it is necessary that you give them some training right before Christmas and New Year season. This is going to be a frenzied time, the activities are going to be feverish and frantic, so training of operators for best customer service is necessary. The UAE industry made it clear that the operators are not required to take training from some coach or institute. Even the team leader and managers can debrief them and motivate them before the rush season.