Stock answers are a database of issues and questions your clients face and the solution and answers to them. It entails technical solutions and frequently asked questions (FAQ). Having stock answers to client issues ensures that all your team is able to perform to an agreed and expected standard as solutions and standards are tabulated and can be replicated by any staff member – even if they are new. advantages of stock answers are that:
⦁ Standardized performance by all your staff
⦁ The fast orientation of staff
⦁ Excellence encouraged
⦁ Satisfied clients
⦁ Positive reputation as clients knows what to expect
⦁ More referrals
⦁ Better accountability
While the stock answers will help you maintain a positive business image. You have to be cautious and manage to watch out for the following disadvantages:
⦁ May discourage the creativity of some staff: As with any standard operating procedure, it can hinder creativity as staff are not expected or required to think of different ways of solving a problem.
⦁ It can lead to poor job satisfaction as solutions are routine.
⦁ If a process doesn’t work it can quickly affect the overall performance
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