Organization
Knowledge
By Keith
Murfee-DeConcini
When a
client/potential client calls the main number of an organization, more often
than not, they want some kind of information about that organization. Most
people do not want to hear “Oh, check the website because all the information
is on there.” If they are calling, it is safe to assume that either a). They do
not access to the website at the moment, b). They got the phone number from the
website or c). they want more specific information on an area of interest than
what is currently on the website. You must realize that they called you for a
reason and that reason was not to check or recheck the website.
Requiring
all employees to have basic background knowledge of the organization as a
whole; makes for a better management strategy. At the very least, if the person
answering the phone does not have the information the person calling in is
requesting, then he or she should be able to direct them to the appropriate person.
This way of operating allows the organization to function in an optimum level
of output, which increases employee morale and gives the organization a good
public relations standing.
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