Comments on: Challenged by managing & motivating a culturally diverse customer service team a continent away? http://blog.parature.com/customerserviceexperience/leadership/challenged-by-managing-motivating-a-culturally-diverse-customer-service-team-a-continent-away/ The Parature Blog Tue, 09 Mar 2010 01:54:01 +0000 http://wordpress.org/?v=2.9 hourly 1 By: Steven Lowell http://blog.parature.com/customerserviceexperience/leadership/challenged-by-managing-motivating-a-culturally-diverse-customer-service-team-a-continent-away/comment-page-1/#comment-616 Steven Lowell Fri, 25 Sep 2009 18:18:43 +0000 http://blog.parature.com/?p=336#comment-616 Technology issues exist to this day. It requires that all of us keep an open mind, and focus on communicating what is going on...and that requires contingency plans. The worst thing that can happen is losing Internet connection in either NYC or Bogota, and we lose touch with each other completely, as we need Internet to communicate via skype, webcam, and phone. Back in 2007, Skype completely died one day (it never has since btw), and after that day, we formed many contingency plans to get in contact when internet goes out, such as the following: 1. Calling someone, anyone, via cell phone to notify someone of the situation in the other office. 2. Finding a wifi connection to get back to work, and communicate what happened. We have worked from Starbucks, airports, other offices, etc. when we had to do it, but luckily it rarely happens. I do find working remotely, fascinating. 3. Sending a direct message via Twitter to communicate the issue from a blackberry. We also have a 'call tree' for emergencies. The key to all of it is being flexible enough to find a way to communicate a problem to the other office. In short, maintaining communication is the key, even for the smallest of things, like a person taking a long lunch, or when a really bad storm could possibly knock out electricity. As a manager, it has been very important for me to know what both offices experience, from local laws to weather. It is fascinating to me, and I love the challenge. Technology issues exist to this day. It requires that all of us keep an open mind, and focus on communicating what is going on…and that requires contingency plans. The worst thing that can happen is losing Internet connection in either NYC or Bogota, and we lose touch with each other completely, as we need Internet to communicate via skype, webcam, and phone.

Back in 2007, Skype completely died one day (it never has since btw), and after that day, we formed many contingency plans to get in contact when internet goes out, such as the following:

1. Calling someone, anyone, via cell phone to notify someone of the situation in the other office.

2. Finding a wifi connection to get back to work, and communicate what happened. We have worked from Starbucks, airports, other offices, etc. when we had to do it, but luckily it rarely happens. I do find working remotely, fascinating.

3. Sending a direct message via Twitter to communicate the issue from a blackberry.

We also have a ‘call tree’ for emergencies.

The key to all of it is being flexible enough to find a way to communicate a problem to the other office.

In short, maintaining communication is the key, even for the smallest of things, like a person taking a long lunch, or when a really bad storm could possibly knock out electricity.

As a manager, it has been very important for me to know what both offices experience, from local laws to weather.

It is fascinating to me, and I love the challenge.

]]> By: Shawn http://blog.parature.com/customerserviceexperience/leadership/challenged-by-managing-motivating-a-culturally-diverse-customer-service-team-a-continent-away/comment-page-1/#comment-612 Shawn Thu, 24 Sep 2009 20:51:11 +0000 http://blog.parature.com/?p=336#comment-612 Excellent post. What unique solutions to a very unique situation. Were there any technology issues in volved in getting this communication? Excellent post. What unique solutions to a very unique situation. Were there any technology issues in volved in getting this communication?

]]> By: Tweets that mention The Parature Blog | Challenged by managing & motivating a culturally diverse customer service team a continent away? | Your Source for Providing a Better Customer Service and Customer Support Experience -- Topsy.com http://blog.parature.com/customerserviceexperience/leadership/challenged-by-managing-motivating-a-culturally-diverse-customer-service-team-a-continent-away/comment-page-1/#comment-608 Tweets that mention The Parature Blog | Challenged by managing & motivating a culturally diverse customer service team a continent away? | Your Source for Providing a Better Customer Service and Customer Support Experience -- Topsy.com Thu, 24 Sep 2009 15:49:23 +0000 http://blog.parature.com/?p=336#comment-608 [...] This post was mentioned on Twitter by Yesenia Chappell. Yesenia Chappell said: RT @Parature Challenged by mnging & motivating a culturally diverse #customerservice ...by @stevenNYC123 http://bit.ly/g1nla | Great reading [...] [...] This post was mentioned on Twitter by Yesenia Chappell. Yesenia Chappell said: RT @Parature Challenged by mnging & motivating a culturally diverse #customerservice …by @stevenNYC123 http://bit.ly/g1nla | Great reading [...]

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