Coaches Corner – Maureen Tzouris PCA Coach Speaks Volumes
Branding Issues and Agents Push Back!
Dear Maureen, Our company recently went through a corporate restructuring and have installed new compliance requirements. We are now requiring all the agents to brand the company at the end of their calls and this is receiving some push back from the agents. Do you have any suggestions? ~We-love-our-brand
Thank you so much for your question! This scenario is actually quite common and is experienced by many managers and coaches. First, I would suggest setting some clear expectations so that all agents understand what is being asked of them. Secondly, I would suggest holding small breakout training sessions to include some suggestions on what and how exactly the agent can say to close every call with the branding, perhaps to include role playing. And, lastly– I would recommend sharing this information from the ‘three party promise’ perspective–this is where the company, the customer, and the agent all WIN!
I would explain that:
1) the company would like to brand the close because they are confident that their customers have all been completely satisfied during the call and want to extend and build upon the good faith practices.
2) The customer or member will feel confident that the agent cares about all of their concerns and questions and was handled professionally! (We’re in this together!)
3). The agent can take pride in themselves because they will sound much more professional, well trained and proud of their workplace. As with all new changes it takes a little time to make the adjustments so I recommend regular coaching to support the agents.