For spa owners, brand image is pivotal to business success, so if callers are faced with an employee with an uninterested tone or unhelpful attitude, it will more than likely be off-putting. What’s more, research of 2,234 American consumers has discovered 59 percent won’t give repeat business to an organization if their first phone call wasn’t up to their standards.
Training staff in call handling bestpractice, such as how to answer the phone and deal with enquiries, ensures leads aren’t extinguished at the first hurdle, instead building a rapport with the customer.
A positive experience
American businesses have been found to keep callers on hold for an average of 29.83 seconds before they reach their intended destination. Putting callers on hold is inevitable. Most spas will aim to deal with the call straight away, but there are times when information isn’t close by or the customer has to be transferred to another employee with specialist knowledge.Les Nouvelles Esthétiques & Spa
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