Christmas is one of the busiest, yet most important times of year for any business regardless of industry. Many staff members take additional time off to be with family, to look after children or sometimes due to illness. The Bank Holidays mean less working days available to most businesses, which in turn can mean businesses often see an increase in sales and enquiries prior to Christmas, making managing customer expectations over the holiday season vital.
It’s important your business runs as smoothly as possible during this time; including your telecoms. Here are some helpful tips to make sure your telecom systems work for you this season.
Update Voicemails and Auto Attendants
With additional days off due to Christmas Day, Boxing Day and New Year’s Day, the first most important task is to update your voicemails and auto attendants to reflect the changes to the working days. Provide details of changes while callers wait for their call to be answered and throw in a little seasonal greeting as well, providing a personal touch to the voicemail message.
Make your availability clear in advance of the Christmas period, so regular callers are not completely caught unaware when they need you and only get your voicemail. If there is a member of staff on call, include their details, or an out of hours number in the greeting, so callers have an alternative option. This will keep your callers feeling respected, and reduce the number of disgruntled ones when your business opens again. You don’t want your customers using their Christmas break to shop around and go to your competitors!
Updating call scripts with additional information regarding revised opening hours and order/shipping cut-off points are not the only scripts that need updating. Add temporary opening hours, and alternative contact details to email signatures alongside a little Christmas cheer in an eye catching graphic.
Email your clients in advance with these details, and make them clear on your website. This way, there is no doubt when you are available. Don’t forget your Google My Business listing either – it allows you to put temporary opening hours during the holiday season. Social media is also a good place to advertise your Christmas hours, using a short post pinned to the top of your page or profile to notify visitors.
Set up call routing
If you are running on skeleton staff, or have someone on call during the holidays, make sure to test the lines in advance. Re-route calls to a central location for the skeleton staff to answer, such as all staff members working from the customer service room – this will reduce the number of locations to re-route calls to. When it is time to shut the office down, test the calls are being diverted to the on-call personnel. Get family members or different members of staff to randomly ring the line to double and triple check the lines are correctly diverted. You do not want to miss a call!
How to contact us this Christmas
Our offices will be closed at 1pm on Friday 22nd December 2017, re-opening again on the 2nd January 2018 at 9am. For General Customer Service please feel free to email our Customer Service team on firstname.lastname@example.org, and a member of staff will be in touch upon our return.
For Emergency Faults between 27th and 29th December, 9am – 5pm, please contact us on 01904 330 331.
LTS would like to thank all of its customers over the past year, and wish you a Merry Christmas and a Happy New Year!