CSRs should not only participate, but be an integral part in their preparation and agenda development.
9) Handling bad news.
Most of us have observed at least one case where a salesperson failed to notify the customer of something that wasn’t going to happen when promised. The CSR knew, but believed it was the salesperson’s role to “make the call to the customer.” However, if the supplier’s reputation is an outgrowth of performance and communications, and the CSR has more day-to-day contact with the customer than anyone else, then who do you think the customer might have expected to hear from? Certainly making unpleasant calls to the client is a challenge, but not making such a call isn’t the answer. And I submit that reliable CSR communications are a primary reason that customers stay with a current supplier.