By Richard Lawrence-Allen
Getting contact centre staff to experience the products that they are dealing with over the phones first-hand does wonders for call quality. Trying a product personally really helps an agent to put themselves in the shoes of a customer allowing them to develop the empathy necessary to be a true top sales or customer service agent. This is why, here at RSVP, we try to offer product samples to staff as much as possible during our training sessions.
Last week, we were lucky enough to receive a visit from one of our newer clients, The Perfume Shop, a very well-known UK-based fragrance retailer. Our social media accounts on Instagram and Twitter, were excitedly counting down the arrival of the ‘TPS on Tour’ Van all week, driving up the anticipation for their eventual arrival on Friday afternoon.
The Perfume Shop van arrived just after midday, filled to the brim with fantastic fragrances to set our old factory circuits on fire! The collection of different fragrances was incredible, and still it was only a fraction of The Perfume Shop’s incredible selection.
Staff were lucky enough to be able to pop down throughout the day and meet two of The Perfume Shop’s bubbly and enthusiastic team, ready to share their expertise with us. At the van, we were able to try out a range of incredible scents, and with the help of The Perfume Shop staff, choose our favourites to purchase. We were even treated to some lovely free gifts with our purchases and some gorgeous samples to help us choose our next purchases!
It’s always great to give staff the chance to meet some of a client’s in-house team. These kinds of events allow agents, managers and directors alike to get a good feel for a client’s own personal branding and ethos face-to-face on an individual basis. Moreover, this opportunity not only allowed for the customer service team that works specifically on behalf of this client to get a chance to meet some of The Perfume Shop team, but also the rest of our staff as well. Being able to include our entire staff base in this client event was a great way to get staff interested in aspects of our business beyond their own teams; this helps staff to become more invested in the company as whole and engage their active interest in the business.
A huge thank you to The Perfume Shop for visiting, we all had a wonderful day learning more about different scents! We must now be the best smelling contact centre in the UK!