Whatever career you are in, you almost definitely needed training to start with. If your job is simple, that training may have been a supervisor walking you through things for an hour, while for more complex job requirements you may need to spend years at university (doctors certainly need more than an hour or so of training!). Surprisingly, many employers don't feel that call answering skills require any training. Naturally, we at Zoom would disagree strenuously with that!
As an employer perhaps you feel that offering training is too expensive, or unnecessary as it is 'just answering the phone'. Unfortunately, lack of training is often the reason why employees fail to deliver the expected level of customer service. Both customer service and call answering are skills that need to be taught and practised; all our Zoomettes have extensive training, covering Customer Service NVQ Levels 1, 2 & 3.
As well as training our own staff, we also offer coaching for either individuals or groups on Competency, Attitude and Impression with regards to telephony skills. These are important skills to learn if you want your staff to handle calls in the best way possible, leaving your customers satisfied and seeing your company in the best possible light.
No comments:
Post a Comment