Mark Williamson, Sales and Marketing Director at PHMG, examines how the caravan industry can use hold time and audio branding to their advantage.
Poor call handling doesn’t sit well with the British public.
Whether faced with a bad attitude or an unprofessional manner, a negative telephone experience can impact on a company’s profitability. Research of 1,000 consumers by PHMG discovered 73 per cent of respondents wouldn’t do repeat business with an organisation if their first call wasn’t handled to satisfaction.
Yet employee behaviour can be easily rectified. Telephone training and providing a set of best-practice guidelines ensures callers are met by a polite voice who is happy to help with whatever query they may have.