So this week, in preparation for a training session with the team leaders, I have been listening to recordings of calls that the telephone reps make and it has certainly been interesting…….to say the least!
The one call that I heard that REALLY made me cringe was the call that turned a happy person into an angry one!!! Oh yes, believe it – this happened! It took all of 15 minutes to do so as well!
What skill is required here I ask myself?
Now I have already run 5 training sessions on skills with all the staff to cover –
- Listening skills,
- Questioning techniques,
- Benefit Selling,
- Objection Handling
You would hope that something would have sunk in with respect to customer service and handling people on the telephone!
Granted, some of the staff managed to miss a couple of the sessions, but if they have learnt anything from me AND already improved somewhat, then all I can ask myself is how awful were they BEFORE they did any skills sessions??
It is no mean feat to be able to turn a client who appeared very happy to hear from you and who wanted to make a booking into a person who was angry and shouting and complaining that we were going to rip him off and charge him for things that should be for free!
Possibly this would be deserving of the worst call of the month award – I think we could perhaps start that award and offer it up as an initial warning for dismissal.
Well it would appear that this training session for call monitoring is desparately needed so let’s hope the team leaders all know what they are doing and were attentive in all the skills sessions I ran – they certainly need to be listening to their staff more.
If they can’t move onwards and upwards they may also be down and out!