It’s an accessible field to work in remotely, whether you have prior in-person customer service experience or are interested in making a career shift. A Stanford University study said that productivity increases among remote workers to the tune of an extra day per person, per week. That’s a lot of extra productivity, but how do you do it, and how do you do it effectively? When it comes to managing a remote customer service team, It’s not always a rosy picture.
- Employees, too, can save on costs related to commuting and work-related activities.
- However, in some cases, having an employee available in person may be beneficial for resolving complex issues that require additional help.
- If you’re working with a customer when a call drops, send them an email immediately to notify them about the mishap.
- But, these unexpected challenges threw me off my game and caused me to make mistakes I had never made in my career before.
That said, potential customer service representatives need to be careful. That’s because there are two ways to hire customer service reps — as employees or as freelancers. However, they often have to deal with unattractive contract terms that could cause them to get paid for only a portion of the time they work. And besides a quiet space, a fast internet connection and a decent computer, there are few requirements for these jobs. And while some expect customer service experience, other customer-facing positions — such as a previous job in retail sales or telemarketing — are usually good enough.
More relevant reading
And in a remote customer service team, employee appreciation and recognition are a lot more important. When employees have to deal with higher stress and increased periods of isolation, it helps them stay motivated and most importantly, feel good about themselves. With the benefits of remote customer service work fresh in mind, your next thought might drift to wondering if you have what it takes to be hired for this type of role. Luckily, there isn’t much formal education that the career requires. Yes, you want to be productive and yes, you want to stay focused, but just because you are working remotely doesn’t mean you have to work 24/7.
In any case, it’s important to remember that providing quality customer support should always be your top priority. The ultimate goal is to ensure customer satisfaction by providing a personalized and efficient customer support experience. In this post, I’ll share a list of these common remote customer service mistakes as well as what your team can do to avoid them. My first day as a remote customer service rep wasn’t what I was expecting. At all times, remote workers should be clear about what is expected of them.
What Is a Remote Customer Service Team?
Let’s explore some customer service tips for employees working remotely. With remote working comes flexible hours, the ability to work from anywhere, and, in some cases, the power to set one’s own schedule. This leads to a happier workforce, fewer sick days, and less absenteeism. When support https://remotemode.net/ reps don’t have the answers they’re looking for, they’re likely to loop in other team members and have more internal discussions. “Ever since my team transitioned to remote, we’ve found a way to streamline communication and ensure everyone is on the same page by leveraging a bunch of tools.
After reviewing the tough customer feedback, I, thankfully, realized what caused this performance and how I could act differently moving forward. Employees can be encouraged to share tips, concerns, and even case studies. They https://remotemode.net/blog/what-is-remote-customer-service-exactly/ could be asked to get together in online groups at the end of each working day, or there could be guided discussions on relevant topics. As with communication, supervision may also be easier when employees are in the office.
