Christmas Special: Customer Service Lessons to Learn from Santa

Tis the season to rejoice. And also to strategize your customer service approach for more impact and real-world results in the next year. And who better to learn a few strategies from other than the man with a 100% CSAT score? Yes, we are talking about Santa and the excellent customer service he delivers every year.

Santa makes the perfect use of the Christmas buildup and always leaves his customers (the children) smiling and looking forward to his return next year. Santa only gets one day to deliver his services and he makes the most out of it.

Here’s how:

Consistency: Regular, Cheerful, and Delightful Service

Every year, without fail, Santa brings gifts for kids around the world. Everyone knows that Santa will come and deliver gifts during the holidays. This is the kind of brand recall that can only be achieved with consistency.

So, lesson number one is about consistency. The act of being a regular and ensuring you are making an impression in your customers’ minds. This is easier said than done. Nevertheless, once you get into the habit of connecting with your customers routinely, you will find you are building up your brand recognition and recall much more quickly and effectively.

Knowing Your Customers: Unwrapping the Significance of Customer Understanding

Nobody knows their customers better than Santa. He has all the relevant information on his customers and keeps a check on them year round. This helps Santa bifurcate his audience and personalize his gifts.

Similarly, the better you know your customers the more personalized and contextual approach you can take to customer service.

Let’s consider an example to better understand the point. Let’s say you have a regular customer reaching out to you about their new order. You pick up the call, greet them with their names, and make them feel heard and understood. You do all this with a personalized approach, ensuring your customer feels valued for trusting in your brand over the years. Because that’s how you retain your customers and create a thriving community around your brand.

Repetitive, Organized Data: Making Data Accessible and Comprehensible

Santa’s naughty and nice list is not just. It’s a lesson in organizing your data in the simplest and most comprehensive manner. Santa doesn’t have to worry about the right and wrong audiences when he goes out to distribute the gifts as he already has everything figured out.

As a contact center manager, you need to have clearly organized data on your customers, their purchase history, and shopping journey with you so you don’t get bogged down in finding relevant information when it’s time to connect with your customers.

Feedback: Learning to Listen like Santa

Santa loves feedback. In fact his whole visit to us every year is influenced by the feedback that he got last year. Every year, Santa reads all the letters that are sent to him and makes sure he personalizes the gifts according to the requests and suggestions.

What we can learn from Santa in the contact center environment is to listen attentively, express gratitude, and use feedback for continuous improvement.

Conclusion: Wrapping it Up

There you have it, a list of customer service lessons from the father of Christmas. As 2023 comes to an end, we hope your next year brings you the best in KPIs and long-lasting customer loyalty.