5 tips for delivering excellent customer service on Black Friday

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How to improve your customer service on Black Friday in 5 steps
Have a specific strategic plan for this period
Prepare your employees correctly
Be prepared for complaints
Download the customer complaints control spreadsheet now!
Offer integrated and efficient customer service channels
Movidesk (Zenvia Service)
Free Market
Do you know how to improve your customer service on Black Friday?

You know that competitiveness we talk about so much? It line database even more during Black Friday. So how do you get the consumer's attention? A big differentiator, without a doubt, is offering excellent customer service .

Black Friday is one of the most important periods for companies, along with Christmas. After all, it is a time of seasonal high demand. Customers are already planning their purchases, that is, they are already at the bottom of the funnel, ready to receive your offer.

Despite this being an atypical year, there is a very positive forecast for the last week of November, especially for electronics! However, an important warning: even though it is an emergency consumption, most consumers plan and research well before Black Friday.

This means that if you want to get ahead of your competitors, you need to plan ahead and provide good customer service on Black Friday. To help you with this mission, we have listed 5 steps to offer excellent customer service during this period and definitely win the attention of your consumers. Are you ready?

So, let's go!

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How to improve your customer service on Black Friday in 5 steps
During sales and sales, prices become even more similar and are therefore no longer a relevant differentiator in consumer choice. Since this is an emergency purchase, and the period is shorter, companies need to invest in other attraction techniques. Quick and efficient.

Investing in the shopping experience and complementary services can be a great strategy. You can even start with customer service on Black Friday.

But how?

Have a specific strategic plan for this period
Customer service on Black Friday is quite different from any other holiday, such as Christmas, Valentine's Day and Easter. Do you know why? Because of the urgency of the purchase.

Since the prices and promotions offered are extremely attractive, the quantity of products ends up being limited. After all, companies cannot maintain stock with prices so low than usual.

This sense of urgency should not encourage managers and employees to improvise in logistics, much less in customer service, on Black Friday. Therefore, the first step to providing good customer service should be taken at the beginning of your planning period, whether annual or biannual.

This date, therefore, needs to be included in the strategic planning , with specific guidelines, tools and investments.

Without good planning, you run the risk of getting lost in the offers, disappointing your customers and, even with increased sales , losing out. Mainly, by offering customer service on Black Friday that is well below your company's quality standards.

Prepare your employees correctly
Your team is the central pillar in ensuring the highest quality of customer service on Black Friday. We are talking about all employees at each physical location, e-commerce and social networks . After all, they are responsible for the first contact with the customer and, as we already know, the first impression can define the view that the consumer will form of your company.

Therefore, our second tip on how to prepare to serve customers well on Black Friday is: provide pre-Black Friday training, enabling your employees to act quickly and efficiently, but without compromising quality .

Properly trained agents can handle problems more safely and quickly. In addition, of course, they also demonstrate greater confidence when interacting with customers. This confidence establishes a more comfortable position, reducing the chances of stress and facilitating empathetic communication between staff and customers.

Be prepared for complaints
Yes, complaints will happen! Even companies that anticipate and create a very efficient strategic plan are still subject to unforeseen events, such as congestion on online platforms, for example.

But if you want to stand out in customer service on Black Friday, then invest in crisis management to resolve complaints . Don't avoid or ignore customer dissatisfaction, as this could be the deciding factor for them to look for another company.