It's a loaded question, I know. Most Agency Principals don't coach, script and inspect their team on a regular basis, this is dangerous, trust me. I've called agencies all over North America and been amazed by my experience. I've had CSR's send me to competing agencies, treat me with disdain, never call me back and the list goes on.
My message to you? If you do just one thing request my FREE "CSR Money Bible", if you do two things, enroll anyone on your team who talks to clients in our CSR Mastery Coaching Program. In the CSR coaching program I will personally walk your team through the 4 areas of mastery:
- Closing more inbound calls
- Cross selling
- Generating referrals
- Delivering a WOW client experience
Again, at the very least request my "CSR Money Bible" and go through it with your team. Just read a few pages at each weekly staff meeting. You will be amazed at the mindset transformation that will take place. Here's to building your GIFTED TeamTM in 2011!