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Zenith Dealer Solutions Blog

Phone Calls: To Script Or Not To Script?

Your marine dealership is comprised of employees with different strengths, knowledge base, and skill levels. The dynamics of varying ability and experience is one reason why some dealers employ scripts within their phone handling processes.

Topics: Scripts Phone Metrics Marine Training Employee Development Caller Experience Phone Calls

5 MUST HAVE Characteristics to Master Phone Calls

Learning how to capture and keep a caller's attention without physically being in their presence is an essential skill for anyone making and taking phone calls. It’s also a skill that demands constant practice and improvement for employees. Here are five characteristics that when demonstrated consistently, will help you build a better caller experience:

Topics: Employee Development Customer Experience PhonePerformance

Microlearning: A Training Disrupter or a Training Strategy?

Employee training initiatives alone won’t improve job performance.

Topics: retention phone training Marine Training Employee Development PhonePerformance

Attributes of Employees Who Delight Callers

At the core of every employee interaction over the phone is the caller’s desire for a great experience. Those experiences are driven by the actions, behaviors, and skill sets of employees on the other side of the phone. Your front-line has the greatest impact on overall caller satisfaction so ensure that you are putting the right employees in the right roles. Anyone who is making and taking phone calls at your dealership should be prepared to handle those calls in a manner that results in a great experience for the caller.

Topics: Customer Satisfaction Marine Training Employee Development Caller Experience Customer Experience Phone Calls