Surviving The Holiday Rush

December 13, 2023

The Christmas Holidays can be hectic for customer service professionals. Customers expect timely delivery of their orders, and restaurants, storefronts, hotels and villas in the Virgin Islands and across the globe see an influx of guests and shoppers eagerly anticipating enjoying quality service, good food, and company. With increased customers, sales, and demands, it’s no surprise that stress levels can skyrocket during this time. However, there are ways to manage and even reduce stress during the holidays. Here are some tips for surviving the holiday rush as customer service professionals.


Anticipate that you may have additional customers and mentally prepare for it. Determine that you will service them to the best of your ability. If a conflict arises, refer to your training to diffuse the situation and provide a solution that benefits both the company and the customer.

Empower Your Staff

If you are in management, empower your staff to deal with customers who experience issues with your service or products. Give them a limit to what recourse they can offer customers to recover from a bad service experience, which can alleviate stress for both parties. Here is an example.

My dinner group and I visited a restaurant during the festive holiday season. However, we experienced a hiccup when we had to wait more than an hour to get our food while another lively table received attentive service. Even though we didn’t make any complaints, the servers generously offered us complimentary drinks to make up for the delay and maintain their reputation for excellent service. The staff’s empowerment played a significant role in preventing us from leaving a negative review. Furthermore, it helped to ease the stress levels of the servers, who were doing their best to manage the busy holiday rush.

create a checklist

A checklist can help you survive the holiday rush, mainly if several steps exist to complete an order. Knowing the steps in a process eliminates guesswork and ensures you meet a task to the required specifications. If you fail to prepare a checklist, you may miss a part of a process, leading to your and the customer’s frustration. Refer to the list to confirm you get all the process parts, eliminating frustration for you and the customer.

Seek Out Help

There is always someone who has mastered what you are hoping to accomplish. Seek out that person and ask for pointers on how they achieve great work and remain calm during the holiday rush. Never allow pride, jealousy or embarrassment to prevent you from having a great learning experience.

Prioritise Self-Care

Taking care of yourself during this time is crucial. Ensure you get enough sleep, eat well, and take breaks when needed. You can also try meditation or breathing exercises to help calm your mind.

Communicate With Your Team

It’s essential to communicate with your coworkers and managers during this time. They can help you with your workload, or you can work together to solve common problems.

Take Breaks

Getting caught up in the holiday rush is easy, but taking breaks is essential for reducing stress. Step away from your work and take a walk or have a snack. Even a short break can help you recharge and refocus.

Stay Positive

Maintaining a positive attitude is essential, even when things get tough. Try to find humour in situations and focus on the good stuff throughout the day. Placing a picture on your desk of your family or a goal you are striving to complete and glancing at it throughout can also reduce the stress of the holiday rush and help you to remain positive.

It's a Wrap

By prioritising the right mindset, empowering your staff, creating a checklist, seeking help, practising self-care, communicating with your team, taking breaks, and staying positive, you can reduce stress and enjoy the holiday season as a customer service professional. Remember that it’s okay to ask for help or take time for yourself when necessary. You’ve got this!

About the Author

Monica S. Creque is a Customer Service Strategist and Goal Success Coach. She founded MSC Consultancy, a company specialising in providing clients with top-notch customer service solutions and coaching services. Passionate about helping others succeed, Monica is known for her ability to motivate and inspire people to reach their full potential. When she’s not working, Monica enjoys photography, baking, and spending time with her family and friends.

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A customer service enthusiast, trainer, and Life Breakthrough Coach helping businesses build knowledgeable and successful teams to grow and maintain their loyal customer base.

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