When sales gets in the way of the day job

We have just been to a branch of a large financial institution to carry out some business.

The first thing that slightly alarmed us was personal callers to the enquiry desk being put through on the phone to a “back office”. This was odd because there were quite a lot of staff who seemed to be “walking about”

We had rather a long time to think about this because there was quite a long queue for the counter.

As it turns out, the reason for this delay was that the cashiers were asking every customer a sales question and getting into a discussion.

“Do you have a mortgage ?”
“Have you made a will ?”

All designed to engage the customer - nothing wrong with that but at the expense of other customers ?

Training is like this - to be successful, training managers must focus on what matters and training needs must be just that - not training

wants

[tags] sales, customer service, training needs, [/tags]

Share This Filed under Customer Service, Management |