Keep Your Team “In The Loop”

November 4, 2018
Mary Jane Copps

Florence Anderson is a customer service aficionado and a regular reader of this blog. She’s responding to the October 6 post with an insightful story about email assumptions and the chaos that can result.

When should an email be accompanied by a phone call? What’s the impact when we don’t take this step?

If you are in management and have ever pressed “send” on a Friday afternoon memo minutes before leaving customer service agents to work through the weekend, keep reading.

Recently, one of these Friday afternoon messages, intended to broadcast information to individuals fielding customer phone calls, came to grinding halt in an inbox.

Had the sender confirmed the message was received, it would have continued to flow out to call centre agents. And they could have provided answers and efficient service to the callers who, instead, became increasingly frustrated.

Before clocking out for the weekend, picking up the phone to ensure an email is received and information circulated won’t change any unforeseen situations, but it does impact the quality of service front-end customer agents provide. It increases the respect agents receive from callers and generates respect for your business.

While no one can prevent an earthquake, we can be prepared to provide efficient aid.

Contact centres are the new front desk … but they aren’t always in the same building as the corporation. This front desk could be five miles away – or 5,000. But if you imagine your call centre agents sitting at the main entrance of your head office, greeting clients and business partners, answering questions … how would you keep them in the loop? What system would you have in place to make sure they knew what to say as each person arrived?

Consider your answers to these questions before you hit send on your next memo:

  • If contact centre agents were on location, what would you want them to know right now?
  • What is the attitude toward customer service agents within your organization?
  • What valuable input can your agents offer you? Remember, they are on your team and communicating directly with your clients using one of the most reliable, efficient means of communication technology – the telephone.

If you want your clients to know it, your customer contact agents need to know it first.

On that weekend someone sent an email. Someone else didn’t get it. One phone call could have ensured that the information made it to the front line, and to the customer. Instead, a lot of anger and frustration was generated and needed to be attended to on Monday.

This coming Friday, press send … and pick up the phone.



Where’s The Phone Lady?

November 7 – Pan-Atlantic Seed Loan Initiative Conference, Halifax, NS

November 8 – Phone Skills for Office Administrators, NSCC Waterfront Campus, Halifax

November 9 – Telephone Talent: Essential Phone Skills for Everyone, Acadia University, Wolfville, NS

November 16 – Building the Future: How Mentorship Supports Prosperity in Atlantic Canada, Futurpreneur Atlantic, Charlottetown, PE

November 19 – Coffee at the Intersection of Sales and Marketing, Lunch and Learn with Daley Progress

November 21 – Essential Phone Communication Skills to Reach and Meet More Clients, Toronto, ON

November 22 – Phone Skills for Entrepreneurs, CBDC Bluewater, Porters Lake, NS

November 23 – Building the Future: How Mentorship Supports Prosperity in Atlantic Canada, Futurpreneur Atlantic, Halifax, NS

November 26 – Essential Phone Skills to Engage Prospects and Clients, FMG Publishing, Halifax, NS

November 27 – Phone Skills for Fundraisers, Covenant House, Toronto, ON (Tele-training)

November 29 – Phone Skills that Build Long-Term Relationships, Kalamazoo Outdoor Gourmet, LLC, Chicago, IL (Webinar)

December 4 – Talking to Your Customers, CEED, Halifax, NS

December 10 – Owning Your Sales Process, CEED, Halifax, NS

December 10 – Phone Skills for Fundraisers, Covenant House, Toronto, ON (Tele-training)

December 11 – Today’s Essential Phone Skills, Construction Association of Nova Scotia, Halifax, NS

December 21 – Phone Skills for Job Search, YWCA, Halifax, NS

Leave a Reply

Prove that you are human: