DESTROYING YOUR BRAND
STAFF WHO REPRESENT YOUR
BRAND WELL
With such a wide range of things that can negatively impact on staff performance and how staff represent your brand what can you do to address such issues? Here are some tips that can help you shift the dynamic within your organization: • Always provide a call script to help keep conversations on track; • Ensure your staff have in-depth knowledge of the product/ service; • Teach your staff as much as possible about client issues they may encounter; • Do lots of Roleplay exercises till they develop muscle memory on how to deal with situations; • Do regular refreshers and provide ongoing training; • When bringing in staff from elsewhere do retraining to eliminate bad habits; • Use the right staff member to do the right staff task; • Apply ergonomics and create good working environments including for remote work;
