How can you build a strong service operations culture in a remote work environment?

1 Define and communicate your service vision

The first step to building a strong service operations culture is to define and communicate your service vision clearly and consistently. Your service vision is the overarching goal and purpose of your service operations, and it should reflect your values, your brand, and your customer expectations. You should articulate your service vision in a simple and compelling way, and share it with your remote service teams regularly. This will help them understand the why behind their work, and inspire them to deliver high-quality service that aligns with your vision.

2 Establish and monitor your service standards

The next step to building a strong service operations culture is to establish and monitor your service standards. Your service standards are the specific criteria and expectations that guide how your service operations are performed, measured, and improved. You should define your service standards based on your service vision, your customer needs, and your industry benchmarks. You should also communicate your service standards to your remote service teams clearly and frequently, and provide them with the tools and resources to meet them. Moreover, you should monitor your service standards regularly, and give feedback and recognition to your remote service teams based on their performance.

3 Promote and facilitate collaboration

Another step to building a strong service operations culture is to promote and facilitate collaboration among your remote service teams. Collaboration is essential for service operations, as it enables the sharing of knowledge, skills, ideas, and best practices, and fosters innovation and problem-solving. You should encourage and support collaboration among your remote service teams by creating a culture of trust and respect, and by using effective communication and collaboration tools and platforms. You should also create opportunities for your remote service teams to interact and engage with each other, such as through virtual meetings, workshops, social events, and feedback sessions.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?