Telemarketing-Training For Multi-tasking (1,018 words)

What Your Training Needs to Cover

The customer who e-mails has probably perused your Web site. Make sure reps are well acquainted with everything the customer has access to online and that they know how to quote from it or tell the customer where to find something. Your reps will also need instruction in how to embed direct links into their responses. In the same way that phone reps are trained to use bulleted call guides, they should have access to a file of key sentences and phrases that embody company style and tone. Certain recurring inquiries may warrant a standard response that can be personalized or tailored as necessary.