TECHNICAL JOBS IN BRAZIL

If this is the first time you have run an event and your admin staff have not yet cut their teeth either on delegates or on the product (the event), take plenty of time to script everything from the first telephone answer to the most awkward set of requests and questions you can think up. Give your people a chance to role-play those first 60 seconds until it becomes absolutely second nature.

Answer before the first ring.

Consider what standards your admin team ought to be meeting. One organization demands that all of its telephones are answered “on or before the first ring” to demonstrate its urgency and alertness. “Hey! That's not physically possible”, I hear you say. Well, some telephone systems ring first at the receiving end before the caller hears the first ring in their ear, meaning that if you pick up after the first ring, the caller won't hear a ring. Although that can be a bit scary, you may want to set your standard around 3 rings and stick to it.

1. There are all sorts of other standards that are worth discussing with the admin team to ensure that your customers get a good standard of service:
2. • call-back within a promised timescale.
3. • paperwork posted within 8 working hours.

• emails sent within 4 working hours.

• database up to date at the end of each working day.

• payment reminders sent out 21 days, 28 days and 35 days after registration.

Having set standards, make sure there is an easy way of checking that they are being adhered to. It is better that the admin team has their own monitoring system that you can check from time-to-time than to have big brother/sister keeping a permanent watchful eye on standards.