It's incredibly important to me to invest equally on both sides. You don't get to read body language or facial expressions on the phone. Customers buy based on their ability to connect and communicate with the CSR. You have to relate to the customer in the first 30 seconds. If you do, you've got a customer for life. We needed to put together those basic tenets. Then it was finding the best possible people, making sure they understood our objective, and then following through and letting them do their jobs. Communicate, communicate, communicate. It's incredibly important, not just for the team but for the support people, the people who pay your salaries. Make sure they understand what you're trying to do. Then you have to celebrate your successes.
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A Chat With Nikhil Behldirector of sales centers, HP Home
It's incredibly important to me to invest equally on both sides. You don't get to read body language or facial expressions on the phone. Customers buy based on their ability to connect and communicate with the CSR. You have to relate to the customer in the first 30 seconds. If you do, you've got a customer for life. We needed to put together those basic tenets. Then it was finding the best possible people, making sure they understood our objective, and then following through and letting them do their jobs. Communicate, communicate, communicate. It's incredibly important, not just for the team but for the support people, the people who pay your salaries. Make sure they understand what you're trying to do. Then you have to celebrate your successes.