Calculating Infinity
This could quite possibly be one of the most important calls you handle today, this week, and perhaps this year! It is vital that you project yourself as the amazing, intelligent, highly trained individual you are and make sure that the caller knows just how wonderful Norango is, what we can do, and what that means to them.
If the caller is asking for 'Accounts' Create email message on Maria´s address, via the CRM then patch to 103
Patch to Maria, as they are normally marketing calls....and Maria will filter for Mike. Calls for Rachel...patch to Maria or send message to Maria via her email under staff members on the CRM
Patch to Maria on 103 Mon-Fri 8 am-4 pm. If outside these hours, try Nikesh first, if no luck, escalate to Maria. Nikesh +977 984 1416441 - remember he is in Nepal so check the time there. Nepal is UK time + 5.45 hours Do not push for emails etc, these are our clients!!
If you suspect the call is a 'Cold Call' they may even ask for a member of staff by name..... patch to Maria on 103 or send message to Maria via the email on the CRM under staff members
If the caller is an 'Existing Client'
Patch to Asa on 247 or Nicola on 219
If neither of the above options are viable, please note details on CHF and advise the caller that someone will be in contact ASAP.
Take all the details and submit CHF
A senior member of the team will call them back as soon as someone is available.
If the caller is requesting information on 'New Business' people looking for us to provide systems & service
CLOSE this CHF and open the 'NEW SALES ENQUIRY' CHF
If the caller is asking about 'Recruitment'
ask them to email
recruitment@norango.com
CLOSE CHF DO NOT SUBMIT
Go to the CRM and choose the correct email address to send the message under 'Staff Members'
If unable to patch, and the caller is insistent, please patch to Nic on 219 (if on shift).
If you can't patch to anyone, submit CHF and a member of the team will call them back ASAP.