As we gear up for another exciting holiday season at Michael Kors, I wanted to share our comprehensive strategy for delivering exceptional customer service during our busiest time of the year. Peak season brings both opportunities and challenges, and I’m proud to outline how we’re positioning ourselves for success.
Strengthening Our Workforce
One of our primary focuses this year has been ensuring we have the right people in the right places. We’re doubling our full-time employee headcount, representing a four percent increase from last year’s peak staffing levels. But it’s not just about numbers – we’re being strategic about timing. Our recruitment and training efforts are scheduled to conclude by the end of October, giving our new Style Consultants plenty of time to become comfortable with our systems and procedures before the Black Friday rush.
To maintain stability during this crucial period, we’ve partnered with our BPO provider to offer retention bonuses to new hires. This investment in our team’s longevity is crucial for maintaining consistent service quality during peak season.
Optimizing Customer Access
We’re making significant changes to enhance our accessibility to customers. Perhaps most notably, we’re extending our service hours until 11 PM ET, a two-hour extension from our previous closing time. This change particularly benefits our West Coast customers, ensuring they have ample time to reach us during their evening hours.
We’re also making a substantial investment in our chat support capabilities, increasing our resources by 33 percent. Chat has proven to be an excellent revenue-generating channel for us, and its concurrent nature allows us to efficiently handle multiple customer interactions simultaneously.
Strategic Call Routing and Technology Integration
To maximize our effectiveness during peak season, we’ve implemented sophisticated call routing strategies. Sales calls are prioritized over warranty and WISMO (Where Is My Order) inquiries, and we’re using skills-based routing to direct sales opportunities to our top-performing Style Consultants.
I’m particularly excited about our AI agent-assist technology, which we launched in June. This tool guides our Style Consultants toward the next best action during calls and chats, and we’ve already seen impressive results in terms of reduced average handle time and increased agent adoption.
Keeping Our Team Motivated and Engaged
Success during peak season depends heavily on maintaining high team morale and motivation. We’ve developed an exciting mix of incentives, including Michael Kors products, monetary rewards, and premium electronics like Apple iPads and Watches. These rewards are tied to both business and individual performance metrics, and we complement them with on-the-spot recognition for exceptional service.
We also understand the importance of showing appreciation during the holidays. That’s why we’re providing special celebratory meals for our team members working on Thanksgiving, Christmas, and New Year’s Eve. It’s our way of acknowledging their dedication during these important times.
Cross-Functional Collaboration
One of our key success factors is maintaining strong communication across departments. We host regular update calls with stakeholders from our distribution center, e-commerce, transportation, IT, store, and omnichannel teams. These meetings ensure everyone stays aligned and informed about critical updates and challenges.
Looking Ahead
As we approach this peak season, I’m confident that our comprehensive preparation will enable us to deliver the exceptional service our customers expect from Michael Kors. Our focus remains on creating seamless experiences that drive both customer satisfaction and sales performance.
The retail landscape continues to evolve, but our commitment to excellence remains constant. Through strategic staffing, innovative technology, and a motivated team, we’re ready to make this peak season our most successful yet.
About the Author: Ebrahim Hyder is the Vice President of Customer Service at Michael Kors, where he leads a dedicated team focused on elevating customer experience and driving operational excellence.
He is also a member of the Execs In The Know Advisory Board.
