Training for WOWism: Focus on basics first, then on outcomes

Woman in Ruby office with headset

The virtual receptionist training program at Ruby® is ever-changing and ever-improving. However, one thing that stays the same is our goal to equip our phone answering team with the tools they need to field calls efficiently while putting smiles on callers’ faces. And it all starts on the first day of training. As Joseph A. Michelli outlines in The New Gold Standard, focusing on outcomes rather than individual tasks can create memorable moments of customer service, and we’ve taken that philosophy to heart.

In line with our Ruby Service Pyramid, Ruby training begins with basics. In initial training, our virtual receptionists gain the skills they’ll need to thrive as members of the Ruby team. We show them how to use our unique software: what button answers a call; where to find the client’s custom greeting; what to say when introducing the call; and how to transfer it to the client, take a message, or transfer it to voicemail.

Ruby Service Pyramid

But answering a phone is only part of the equation. What makes Ruby special is our team’s unique ability to connect and empathize with callers in a way that builds trust. It’s why our customers rely on us and come back to us after they’ve tried other solutions. The Ruby difference can be attributed to the additional training we provide Rubys around our Core Values. Once a groundwork of basic skills has been established, we then work with our Rubys to move them up our Service Pyramid. Trainees focus on the outcomes of fostering happiness, creating experiences (showing how tone and phrasing can make even the briefest exchange an uplifting one), fulfilling unexpressed needs, and making meaningful connections. By adding this layer, our team is able to not only meet callers’ needs but deliver a memorable experience that builds trust in your business and leading to more word-of-mouth and referral clients.

Achieving these outcomes is all part of what we call  “practicing WOWism.” (It’s so important to us that Practice WOWism is one of our Core Values!) Our concept of WOWism was captured perfectly in a recent post:

The WOWism that we hold so dear is really a commitment to listening, always looking for ways to help without being asked, and most importantly, making a personal connection.” When we hear a “Wow!” from a caller, we know it’s working!

Perhaps adding this crucial step is why Ruby has been named a “Customer Service Training Team of the Year” by the Stevie Awards. We know training the frontline of your business isn’t easy when you don’t have the time or resources, which is why we spend so much time investing in ours. When you sign up with Ruby, you get more than the benefit of an answered phone—you get a partner in gaining and retaining customers, and valuable time back in your day to focus on what you do best.

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*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the canceled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner. Some restrictions may apply.