THE CHAOS CAUSED BY POORLY TRAINED STAFF

One trainer, with 39 years’ experience, who has been helping train staff in the debt counselling industry specifically for 10 years shared these observations about poorly trained staff.

• In many practices there is inadequate basic product training

• Some operations have no call script at all which would otherwise keep staff on track with correct and focused information

• Untrained staff often get sidetracked and confused by questions

• They are unable to handle or overcome objections from clients

• There is a habit of employing “experienced” staff from other companies who unfortunately bring with them bad habits. With no additional training they then introduce those bad habits into your business.

• Many staff lack real listening skills and are not able to pick up on subtle clues/info from clients and realize what the real issues for objections or hesitancy might be.

• Many untrained staff members lack of empathy for clients and do not realize how this impacts on how they sound and how they act.

• A poor or haughty attitude will only get bad results from potential clients.

• Many staff suffer from poor concentration normally due to their work environment even ergonomics; or an uninterested attitude towards how they represent the brand or because of personal issues distracting them).

• Many newer staff members lack life experience and so find it hard to sympathise and understand clients’ issues.

• Others simply lack confidence because they have not received enough training or had any mentorship.