To parody the old joke, “How many customer service people does it take to handle a question?” The answer is lots. You need, at least one to find the right person to handle the call, one to transfer the caller to another extension, one to look up the most recent rules and regulations, one to hum and ha and try to think of a solution, one to say “it’s our policy.” and one to finally say, “I hope that we have answered your question today.”
Customer service people, no matter how well intentioned and trained have a distinct disadvantage. They rarely get to see the people they profess to be serving. That’s like working on your computer with a broken screen. You can hear the problem but you can’t fully appreciate it because there is so much information missing. One way to rectify this problem is to expose your customer service people more exposure to the public and one of the best places to do this is a trade show.
Before you say, shows are just for sales people remember when you expand the opportunity of face-to-face communication throughout your organization you add depth to the experience your exhibit program brings to your public. Your customer service people might welcome an opportunity to put a face to the voices they deal with day in and out.
However, as willing as they might be, it’s important that they understand the challenge of working at a show booth. Here are some things to consider:
Customer service people need to get away from the phones occasionally.
When you use your exhibit program as an opportunity for them to learn and grow you will add considerable value to your investment in the show as well as in your human resources.
© 2007 by Barry Siskind. Barry Siskind is author of Powerful Exhibit marketing. He is also President of International Training and Management Company who offers a number of services to exhibitors including the creation and implementation of a mystery-shopping program. Contact Barry at barry@siskindtraining.com for more information.
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