Quantcast
Viewing all articles
Browse latest Browse all 165

5 Tips for Leading in Uncertain Times

Image may be NSFW.
Clik here to view.

Anyone historically resistant to technology is currently living through a whirlwind. A remote workforce has changed the game and everyone is trying to adapt as quickly as possible.

It can be scary and challenging, but whether we like it or not, it’s the environment we are dealing with. But, what do you do when you’re the leader? How do you equip your customer service team to help your clients?

Here are 5 tips for leading in uncertain times:

  1. Support One Another

Each person you are managing is dealing with something they’ve never experienced. They are trying to best serve your customers while working from home. There are new distractions ranging from children, pets, and the snacks inside the kitchen cabinet. It’s new and challenging, but they are doing their best to respond to all correspondence with a smile on their face. One of the biggest things you can do is to simply support them through the process. Be empathetic to what they may be experiencing and help them when and where you can.

  1. Don’t Be a Helicopter Boss

One of the biggest mistakes any leader can make while leading in uncertain times (or anytime, really) when adapting to a newly-remote workforce is to become a micromanaging boss. No one wants to feel like they are suddenly not trusted to perform their tasks.

Yes, if you have employees that are not logging into your systems and doing their work, you need to address those issues. However, the large majority of your team is adapting quickly. The more meetings you have, the less time they have to do their jobs.

How often do you have team meetings while in the office? If it’s just once a week, start there. Continue to meet once a week to check in with your team and see how that works before adding more meetings into their schedules.

  1. Lean into Technology

Image may be NSFW.
Clik here to view.
infographic
Customer service support technology exists for a reason. Don’t shy away from the technological advancements at your disposal to ease your employees’ workflows and better serve your customers.

Are there features you’ve been debating adding? Now may be the time to test them out.

You may be used to a full in-house support team. Now, everyone is home. You can no longer physically see who arrived first and was the last to leave. It’s about who is producing the best results. The silver lining is that might not be a bad thing.

Embrace technology. Between interoffice communication, time-tracking, project management systems, CRMs, and more, there are all kinds of technologies that allow us to work hard while we’re at home. Let it help you so your team can focus on your clients’ needs.

  1. Communicate Your New Normal

Previous communication probably involved hollering over a cubicle, walking down the hall to talk to a colleague or jumping into a conference room for a meeting.

With a remote workforce, these physical techniques go out the window. Yet, that doesn’t mean exchanging information is dead; it’s the complete opposite. Communication is even more important. With abrupt changes happening, it’s important relay all key data to your team in a way that makes sense for them to actually retain it.

Here are some ways you can share information to your team in a virtual environment:

  • Customer Service Software
  • Slack or other interoffice messaging systems
  • Email
  • Conference calls through Zoom, GoToMeeting, etc.
  • Webcasts for company-wide information
  • Podcasts

Image may be NSFW.
Clik here to view.
stay productive while working remotely

  1. Remember: It’s Constantly Evolving

When times are uncertain, you do not know what is coming next. An economic crash, a healthcare crisis, an industry failure: all these events can have a varying result for your business.

What was working for you last week may need to be altered again next week. Consistently look at company policies and adapt as needed. Take a deep breath and do your best to roll with the punches and communicate any changes that will come to your employees or customers.

Conclusion

Uncertainty means challenging times. Showing empathy for your employees and clients alike is key to your success as a leader. When in doubt, embrace the technology that helps you do what you do best and check in with your employees to see how they are, but not to micromanage their workflow.

Struggling through technology shifts and changes? Need some advice for leading in uncertain times?  We’re here to help you.

The post 5 Tips for Leading in Uncertain Times appeared first on FayeBSG.


Viewing all articles
Browse latest Browse all 165

Trending Articles