Setting the scene
As the full impact of the pandemic dawned with astonishing speed on organisations and on their markets across Asia, service departments faced not only previously unimagined levels of volume but also entirely new demands around personalisation and empathy.
Throughout the early period, as companies scrambled their service teams into a working from home environment amidst ever-stricter government restrictions, service teams went above and beyond. They were the voice and the face of their brands as they took on the difficult challenge of working together while apart. Some were able to strengthen their team processes and behaviours whilst physically separated.
Since then, we have witnessed some spectacular stories of innovation as service leaders have guided their teams, and their organisations, toward new levels of success. In doing so, they’re reinventing what service means, building powerful levels of resilience and proving nothing is beyond their support channel.
Changing expectations
The way customers want and need to be served is changing. The wellbeing requirements of employees is changing. Organisations know they must keep their people happy and healthy, but this cannot come at
the cost of their customers’ satisfaction levels. Without customers, there is no business to support its people.
In the middle of all of this, service teams are facing unique and often difficult challenges. As businesses struggle in the pandemic environment, often for their very existence, any department that is not a profit centre is not a priority.
And yet, service teams across Asia are proving, as their people do much more with much less, that they are the providers of business continuity for customers and for the organisation. They are larger than the sum of their parts, providing options, adaptation, transparency and optimisation.
This comes via the smart use of technology which helps service leaders carry out complex scenario planning, allows them to utilise data to identify trends and patterns, and introduces the landscape-altering power of automation.
It all adds up to a happier customer and a more empowered, efficient and adaptable service team. When this occurs, service becomes a business priority.
This article is posted at salesforce.com
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