Tagged : hr

in Culture, Customer Service, Management

Providing Customer Service on Holidays

Holidays can often be a challenge for organizations that offer 24/7 support. Customer service focused organizations realize that their customers have needs 24 hours a day, 7 days a week, 365 days a year. This means that even during the holidays, there will be customer who need service. Often times customers may be in countries not celebrating the same holiday as the country where your support staff is located, but you still need to support them.

Real Appreciation for 24/7 Customer Support

It’s easy to say 24/7 but on holidays when most people are at home, spending time with family, eating great food, watching football, that you really gain an appreciation for the great people that sacrifice all of that to staff the 24/7 call centers we choose to set up.

Create a Tradition, Celebrate Holidays at Work

Although it’s not easy to have to work when most people are enjoying time off, we should always encourage employees to make it a festive time at work by:

  • Provide a GREAT incentive for staff members (Time and a half, plus another day off)
  • Decorating the workplace in anticipation for the holiday.
  • Creating a tradition at work during the holiday, like a pot-luck lunch/dinner with other staff members working.
  • Order in pizza or other food for the staff working on that day.
  • Having employees who support customers offer special holiday greetings.

I want to wish a very Happy Thanksgiving to all of the unsung heroes out there today and tonight working at the 24/7 call centers, support teams, and network operation centers out there. You are rock stars!

  • November 24, 2011
  • by Flavio @ TheMana.gr
  • 0
in Culture, Hiring, Leadership, Management

Managing and Connecting with the Facebook Generation

In an era where smart phones, tablet computers, and cloud computing have already made an impact in the lives of individuals, and as technological advances continue to spread within the general population, the needs of individuals will continue to change.

Organizations will also need to evolve in order to meet the wants and needs of  “The Millenials,” a digitally experienced, technologically savvy workforce of consumers. This new consumer and workforce will have grown up with the high speed Internet, Facebook, Twitter, and communicating through chat and text messaging. They are individuals who prefer group work environments, flat organization hierarchies. For Millenials, teams, environment, and  flexibility are greater motivators than simply salary.

IT companies have traditionally led the way in creating and fostering the type of environments that attracts this younger generation. With things like flexible work schedules, emphasis on team projects, and creative amenities available to employees on-site, companies like Facebook, Google, Apple, and Adobe, are highly sought out for recent grads looking for a great company environment while being immersed in the latest technologies.