The beauty of being customer-centric and putting your customer at the heart of all that you do, is that it’s a way of thinking and behaving that you can successfully apply to wherever you work, be it at the office, the local coffee shop or from your home. The work environment can vary and customer outcomes can remain positive, because the philosophy is strong. If, like many, you have recently found yourself working from home due to the global covid-19 health crisis here’s some tips for ensuring that your customers continue to receive exceptional service when they interact with you and your organisation.
Communication is Key
Provided that you have the technical resources in order to deliver a high level of customer service from home such as high-speed Internet, a phone, access to icloud based software or other necessities, your level of willingness to stay connected with customers, both internal and external, will be the key differentiator between you and your competitors. If you would typically have a weekly team meeting with colleagues, continue to have one via video technologies such as Zoom or Microsoft Teams etc. If you don't usually have a set team meeting, and have relied on ad-hoc face to face communication in the office, it’s time to start having one. Staying in contact will preserve the engagement levels of both you and your team mates and there exists a well-known correlation between high levels of employee engagement and quality customer service outcomes. So, schedule calls and meetings as normal with customers, promote that you are just as accessible and committed to resolving queries and issues from home. Go on that online course that you have been pushing back, the one that would make you stronger or add to your value when things return to normal.
Home is the new Office
Even though there may be logistical changes to your usual routine it’s important to still wake up on time and get ready for work by setting up a space that you can work from comfortably and with minimal distraction. Get seated at your desk and ready to go at the start of your working day, with a clearly defined purpose of what you would like to achieve for your customers! Furthermore, sometimes working from home can result in us becoming more sedentary so make sure to throw in some exercise or light activity for yourself where you can.
Have a Healthy To Do List
Structure your day! When you’re working from home it’s important to manage your productivity effectively, even more if you also manage others. At the end of each day, write your to do list and goals for the next day so that you have increased clarity and focus and you do not have to waste time in the morning. Don’t forget to provide yourself with breaks so that you are able to keep focused and avoid fatigue. Without office based distractions you may actually be more productive!
Even though you may find that you are able to increase your productivity at home and have more calls with customers without the office distractions, you still need to consider the ‘at home’ distractions; the doorbell, the kids, social media etc. Accepting that some of these distractions can be prevented and some cannot, is the first step to handling them. Try to adapt and explain to your children as much as possible what your working time means – but still, children will be children. The chances are that your colleagues and customers will understand and be experiencing the same challenges. In fact, being able to relate to customers in this way and talk about it, may help to foster stronger customer relationships.