Culture

The crucial intangibles

It is the intangibles that make a great Brand Care Specialist; one who directly interacts with a customer.

Recruitment and selection

Finding and selecting individuals with the potential to do the job is a matter of looking for the confident attitude, the cordial tone of voice, the sense of humor, and the warmth of personality. The job requires sensitivity to the mood of the caller and an ability to respond to the most demanding situation with a calm and competent demeanor.  These characteristics are indicators of how enthusiastically the prospective brand care specialist will practice and enjoy their profession.

Beyond these personal traits lies a range of necessary skills – computational ability, articulate speech, fluent reading, spelling, manual dexterity, data entry, and the facility for quickly acquiring and applying product knowledge. All candidates take a complete battery of tests and interviews relevant to these skills and traits. 

Training and development

Recruitment and selection find the right people for the job; training turns those people into professionals; development continues the learning process and refines knowledge and skills.

Becoming a Brand Care Specialist at Global Response is a bit like becoming a master chef. The chef’s tools are simple enough – knives and forks, pots and pans – and the ingredients are equally simple – meats and vegetables, flour and water. The trick is in the combination, the preparation, and the presentation. 

Practice makes perfect and the low attrition rate at Global Response means that we have a high percentage of experienced Brand Care Specialists.  Experience means that the individual has been a part of a number of Brand Care teams for a variety of clients. Each time the experience is both new and familiar. The process of learning about a new company or brand enables the learner to see similarities as well as differences. The cumulative effect over time is a quickness to adapt skills and style to suit the project. In a word – professionalism.

Training at Global Response is a team effort. In addition to our full time trainers, the team includes managers, supervisors, and clients. Many clients become an integral part of the training process because they understand, as we do, that the fullest immersion in the culture of the client company, including deep product knowledge, results in the best customer experience.