With the holiday season just around the corner, businesses are ramping up their efforts to hire and train seasonal employees to manage the expected surge in demand. The festive period can be both exciting and chaotic for customers, making excellent customer service more critical than ever. But how do companies ensure their temporary hires are ready to deliver top-notch service during such a busy time?
We spoke to seven business leaders to uncover the most effective methods for training seasonal staff, from role-playing and product knowledge to hands-on mentorship. Here’s what they had to say.
1. Learn from Customer Reviews
One of the biggest challenges when training seasonal employees is condensing years of customer service experience into a short training period. A great way to fast-track this learning is through reviewing customer feedback.
Tom Golubovich, Head of Marketing at Philadelphia-based apparel transfer printing company Ninja Transfers, emphasises the value of looking at real-world experiences: “We review customer reviews as a team to help new hires see what works and what doesn’t. This allows them to quickly grasp what customers appreciate and what frustrates them, all from the customer’s perspective. It’s a crash course in empathy and quick understanding.”
By reflecting on the good, the bad, and the ugly from past customer interactions, seasonal employees gain insight into how to manage expectations and resolve issues effectively.
2. Daily Huddles for Team Cohesion
For many seasonal workers, integrating into an existing team can be a challenge. To address this, Mark McDermott, CEO and co-founder of U.K.-based digital signage company ScreenCloud, introduced the concept of “Daily Huddles.”
“We gather at the start of each shift to discuss the day’s goals and lessons from the previous day,” McDermott explains. “These quick meetings help seasonal employees feel connected and informed, which is essential for maintaining high standards during the holiday rush.”
Daily huddles not only provide an opportunity for team bonding but also help seasonal staff stay up to speed with any changes or new challenges they may face.
3. Role-Playing for Real-World Scenarios
The holiday season often brings heightened customer demands, particularly in service-based industries like retail and cleaning. Andriy Neborak, CEO of Luxury Cleaning NY, advocates for role-playing as a key training tool for seasonal employees.
“In our simulations, we put new hires in both ideal and difficult customer service scenarios,” Neborak explains. “This helps them practise effective communication and problem-solving in a safe environment. By preparing them for real-life challenges, we ensure they’re equipped to handle whatever comes their way during the busy season.”
Role-playing encourages seasonal staff to think on their feet, giving them the confidence to address customer issues swiftly and professionally.
4. Shadow Experienced Team Members
Training seasonal staff in customer service theory is one thing, but nothing beats hands-on experience. This is where mentorship through shadowing comes into play.
Mark Agnew, CEO and founder of Eyeglasses.com, swears by this method. “Pairing new hires with experienced team members allows them to learn in real-time. It’s much more effective than traditional classroom training because they see best practices in action. This also builds a strong support network for temporary employees,” says Agnew.
Shadowing experienced staff helps seasonal employees get comfortable with handling customers and provides a tangible example of excellent service in action.
5. Cross-Train and Build Product Knowledge
Exceptional customer service is not just about how employees interact with customers—it’s also about their knowledge of the products and services they are selling. Forrest Webber, owner of The Trade Table, a luxury home products store in Alabama, insists that training seasonal employees to understand product features inside and out is essential.
“Each employee, whether seasonal or full-time, must be able to confidently explain our products’ features and benefits,” Webber explains. “Cross-training across different departments ensures that everyone is prepared to answer questions or address concerns, no matter where they’re working.”
Cross-training creates a versatile team, ensuring that customers receive accurate information regardless of who is assisting them.
6. Address Both Rational and Emotional Needs
Customer service isn’t only about fulfilling the practical needs of a customer. It’s also about addressing their emotional concerns. Bailey Parnell, founder and CEO of soft-skills training company SkillsCamp, explains why understanding these two elements is crucial.
“When training seasonal staff, we focus on helping them recognise both rational and emotional customer needs,” says Parnell. “Even if they can’t resolve a practical issue, they are trained to make the customer feel heard and valued. This leaves the customer with a positive impression of the interaction, even when the solution isn’t straightforward.”
This dual approach helps seasonal employees deliver service that feels both efficient and compassionate, which is crucial during the often stressful holiday season.
7. Apply the Salve Method for Effective Communication
With so much new information to absorb in a short time, seasonal employees need simple yet effective strategies for delivering excellent customer service. Deb Goldberg, manager of The Giving Tree Gallery, a luxury gift shop in Florida, recommends the “Salve” method to help employees handle any situation.
“Our management team teaches seasonal employees to Stop, Listen, Validate, and Empathise (Salve) when dealing with customer concerns,” Goldberg shares. “It’s an easy formula to remember and ensures that customers feel acknowledged and understood, even when we’re dealing with a lot of stress.”
By following the Salve method, seasonal workers are better prepared to offer attentive, thoughtful service during the high-pressure holiday season.
Conclusion
Training seasonal employees for exceptional customer service may seem like a daunting task, but with the right strategies, businesses can ensure their temporary hires are ready to meet the challenges of the holiday rush. Whether through daily huddles, role-playing, or product knowledge, each of these expert tips offers valuable insights into how to equip seasonal workers for success.
As the holiday season approaches, businesses that invest in thoughtful training for their seasonal staff will reap the rewards in customer satisfaction and loyalty. After all, exceptional service is what keeps customers coming back, even after the holiday decorations come down.
