In today’s market where every second counts, we rely on technology more than ever to partner with us in providing a fast response and an even better customer experience. Our CRM, call flows, website, and scheduling tools (just to name a few) are all critical to our success as an OSC. But what can we do when technology fails us?
Luckily, we all have a choice. You can wait and pray to the CRM gods that this is a quick fix, or you can be proactive and determined to make the most of what you have and become part of the solution.
It's easy to let technology derail your day when it fails, but there are a few things you can do to persevere and help ensure you are making the most of every lead.
1) Be ready to pivot how you communicate.
Think outside of the box and give yourself permission to do something different if it’s going to allow you to be productive and engaged with your customers. If your outbound call platform is down, use your cell phone for the time being, or if your scheduling system is not functioning, can you send calendar invites using outlook or your email provider instead?
As professionals, being able to evaluate a situation and make quick decisions to benefit our customers and our companies is key. Give yourself permission to be the expert your company hired and make the decision to change the process when you think it’s necessary.
2) Get proactive in solving the problem
Does the system failing have a 1-800 number, chat, or help desk? Have you notified them of the problem and asked them to help identify a solution? Become an advocate for yourself and your team in becoming part of the solution. We are all leaders, and with leadership comes responsibility. Take ownership of doing what you can to gather information about the problem and communicate that to your team and to Management.
3) Get creative
Online Sales Specialists are the best at thinking outside of the box and coming up with creative ways to engage with our customers. When the tools of our trade fail us, that’s where and when we can shine!
Use the time if you are unable to communicate outbound to think of and create new templates or video email ideas. Why not create a humorous BombBomb playing out the scenario to your customers that we are just watching the clock tick tick tick for our internet to come back on so we can FINALLY send them this email? Or a funny email template with the subject line “I wanted to call you but…”. Use what could be an excuse not to communicate, as a reason to follow up (because we all know the more of those we have in our toolbox, the better).
4) Communicate with Onsite when necessary
It’s easy sometimes to get stuck in our silo of Online Sales, especially if we are not physically connected to the Sales Centers. We often forget that technology fails can impact our Onsite teams as well. Ask yourself if the issue you are experiencing affects the Sales Team and if the answer is yes, take charge in communicating the problem and what you are doing to be part of the solution.
“In the midst of chaos, there is also opportunity” – Sun Tzu. As Online Sales Specialists, we are the front line of communication for our customers and our company. Use this opportunity to show our customers and our companies that our abilities are not defined by the tools that we have but by our passion and perseverance.