Emphasize Emotion In Your Holiday Customer Service

By Ian Jacobs, Principal Analyst, Forrester

This blog post is part of Forrester’s Holiday 2018 retail series.

As the holidays approach and the post-holiday return rush quickly follows, a few things will occur simultaneously: Hundreds of millions of customers will make purchases, total holiday retail sales will push the $720 billion mark, and millions more will send odd, ill-fitting, or unwanted gifts back from whence they came.

It’s in this frenzy of purchasing where empathy is often lost — and it’s all the more important when customers can actually find it. When your partner or spouse’s gift is a month late for the third holiday in a row or Grandma’s gift was never processed by the fulfillment center and you call customer service for a solution, there’s an emotional need to make sure that the agent on the other end gets it. This need, multiplied by the millions of customers who will undoubtedly face a myriad of retail issues this holiday season, presents an opportunity for customer service organizations to inject emotion and empathy into each conversation.

To read the full post: https://go.forrester.com/blogs/emphasize-emotion-in-your-holiday-customer-service/

Ian Jacobs serves Application Development & Delivery Professionals. With a focus on the digital transformation of customer service, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications and is a frequent speaker at industry conferences.