What you say and when you say it can make all of the difference.
Did you know that Gallup did a study and found while clients appreciate fast service, GREAT service characterized by workers being ‘engaging' with clients far exceeded speed in ratings.
Last month, we prepared training for our Your Staff Trained program with clients and prospects in mind. We have clients who are serious about quality control about their phone staff and we have learned it's a real opportunity for growth when handled correctly.
It's important to be sure that your employees who work on the phone with clients understand some standards of how to handle calls-outbound AND inbound.
Here are some tips to consider when you are working with your employees who work on the phones:
- Emphasize consistency. Help your staff know the parameters of autonomy and problem solving.
- Don't expect them to know how you want to have calls handled. Provide training.
- Eliminate gray areas around talking points. Provide your staff with scripts.
- Inspect your staff's calls regularly so you can retrain wherever necessary.
Each month, Automated Business Results offers a one-hour staff training on topics just like this. If you would like to learn more about how we can train YOUR staff, contact me at Richard@yourbusinessautomated.com.
Building well-trained employees, one staff training at a time.