A FOUNDATION COURSE IN ALL ASPECTS OF ‘INBOUND’ CALL HANDLING
Every time someone in your organization takes an incoming call they have your ‘brand in their hand’ – and in the next few moments they’ll either enhance it or diminish it.
Every incoming call counts! Whether it’s from a customer, a prospective customer, an advisor or even a supplier, these callers are your ‘Stakeholders’. They are all vital to your business and have to be treated with equal respect.
That is why it is so vital that, what your Call Handlers say, and the way in which they say it, accurately reflects the brand values you want associated with your business.
Given greater ‘empathy’ skills, your Call Handlers will be able to engage far more effectively and comfortably with any level of stakeholder. And in doing this they will improve your business profit and reputation.
However, failure to coach them properly puts your business at serious risk – the result could be a damaged brand, a negative impact on your business development plans, or both.