Thanksgiving can be a particularly challenging and high-pressure day in a call center, especially if your organization deals with customer support for essential services. People may be stressed due to travel issues, family pressures, or logistical problems, leading to more emotional or frustrated calls. On the other hand, some customers may express extra kindness and appreciation, reflecting the Thanksgiving spirit. It’s important to stay patient and empathetic, acknowledging customer frustrations while keeping calm. Familiarize yourself with any special holiday promotions, policies, or updates. Here are a few ways we can prepare and maintain a heightened sense of urgency and empathy for customers:
Be Prepared for High Call Volumes
Customers may be dealing with last-minute issues like appliance malfunction, plumbing problems or service outages. Expect frustration or heightened emotions due to the holiday stress.
Be Proactive in Communication
Use encouraging and solution-oriented language such as, “I understand how important this is, especially on Thanksgiving. Let’s get some information and we will get you taken care of.” Avoid placing customers on hold unless absolutely necessary.
Listen Actively
Allow customers to vent without interrupting, acknowledging their frustrations. Respond with an empathy statement validating their experience and continue guiding them through the conversation in order to get them a solution as soon as possible.
Stay Positive and Reassuring
Be the calming presence. Use an empathetic tone and affirm you’re committed to resolving their issue. That reassurance goes a long way in de-escalating a stressful situation.
Preparation and a positive attitude can make Thanksgiving a manageable and even rewarding experience in the call center environment. While working on a holiday can be challenging, we very much appreciate the dedication of all of the staff who make it possible for us to offer professional support and great service to our customers!
