How best can we serve customers in this last stretch of having to work from home?

Make sure your team continues to deliver great service when working remotely.

With the new Government announcement, most venues are looking forward to hopefully opening back up this summer. The roadmap out of lockdown is long but looks bright as many organisations are already announcing their intentions.

Yet in the mean time, ticketing companies are still having to work from home, follow protocol, obey restrictions and stay safe. Customers are looking forward to their summer and 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 in this last stretch of remote working.

Serving customers from home

It’s presumed that any organisation with staff working remotely will already 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

If you are considering to continue working from home while it is not mandatory, there are many perks you should factor in. Flexibility, lack of commute, freedom to work in a style that most suits the individual, less stress from a physical working environment. It’s a style of working that doesn’t suit everyone, but could be a preferred move for some.

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 – the working world has witnessed change. But businesses need to view this as an opportunity to grow and evolve, with customer experience still at the very heart of these changes.

Read more from our remote working blog series!

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