Provide comprehensive customer support across multiple channels that meet customer preferences whilst maintaining consistent service quality and brand experience. Learn multichannel support strategy, channel integration, and service standardisation techniques that ensure customers can get help when and how they need it. From email to phone support, master the art of creating supportive customer service experiences.
Learn how to transform mundane customer service interactions into magical experiences using Disney's proven framework. Discover systematic approaches for training staff, handling customer inquiries across multiple channels, and creating memorable touchpoints that turn customers into raving fans. Covers the psychology of service delivery and building service standards that consistently exceed expectations.
The episode covers customer service planning for Black Friday, including the need for weekend coverage during peak trading times, preparing for increased email and live chat volumes, and strategies to reduce customer service load through better offer clarity and FAQ preparation based on previous years' common questions.
We explore critical customer service preparation that marketing teams typically overlook during Black Friday planning. The episode covers strategic staffing for evening and weekend coverage when consumers actually browse and buy, deploying live chat as both a service tool and training accelerator for new team members, and proactive social media monitoring preventing small issues from becoming PR disasters. Chloe emphasises that eliminating voucher codes in favour of automatic discounts dramatically reduces support ticket volumes, whilst post-purchase email sequences proactively manage delivery expectations and reduce uncertainty—the emotion humans handle worst during peak periods.
