Cat Spencer, Business Development Director
Customers expect prompt, professional responses regardless of situation or scenario. It’s up to organisations and its managers to continue serving customers exceptionally. Ensure standards never slip if remote working is set to become a permanent fixture.
If your organisation is planning to introduce remote working as an option, there are a few points to take into consideration when serving customers.
Serving customers from home
Ensure staff members have the right equipment and remote working set up. This is particularly important if employees are taking calls from customers or partners. There should be limited background noise and disruption where possible. Advise your team to work in a quiet area of their home and find effective ways of managing disruption within their household.
It’s presumed that any organisation with staff working remotely will have considered its IT infrastructure. It’s imperative that all data and customer information is secure and accessed safely by trusted employees. Staff members should never work on their own devices, or leave devices unlocked and unattended. Your customers trust you with their data, and it’s your responsibility to ensure it is in safe hands. All employees should be given extensive cyber security training, so they have full understanding of their responsibilities.
One of the key differences for remote workers is lack of constant managerial supervision. Employees can browse Facebook, get distracted by household chores or simply fancy taking a long lunch and there’s no way a manager could prove or prohibit these behaviours. It is a matter of trust. You could consider setting targets and goals or arranging a call each morning to establish daily tasks. This will help managers to clearly identify how well individuals are performing. If someone doesn’t hit their targets or is clearly offline for longer than they should be, it’s obvious they aren’t putting your organisation’s customers first.
The benefits of working from home
There are many perks – flexibility, lack of commute, freedom to work in a style that most suits the individual, less stress from a physical working environment… These should be considered rewards for working effectively from home. If someone is unable to fulfil their half of the bargain, then remote working may not be for them. It’s a style of working that simply doesn’t suit everyone, after all.
Ensure you listen to your staff and take their concerns into consideration. Perhaps they work most productively in the office for some tasks, and at home for others. Find out what your people really think by keeping those lines of communication open. Use anonymous feedback surveys to gather insight or increase manager one-to-ones to give your employees the support they need. As we all know, an engaged employee is significantly more likely to provide a better service for your customer. So it’s in your organisation’s best interests to keep your team happy and dedicated to working hard.
As an organisation in the ticketing industry, it’s important you give your customers the very best experience whether staff are working remotely or not. Just as you would send your team an anonymous survey to check in, consider doing the same for your customers. Find out how your customers feel about your service, and what they think can be improved. Don’t just assume everything is tickety-boo. Always strive to improve and offer even greater service to your customers. But, in order to do that, you have to discover what your customers really need.
There’s no doubt about it – we really are entering “the new normal”. But businesses need to view this as an opportunity to grow and evolve, with customer experience still at the very heart of these changes.
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