Susan Thompson, Operations Manager
Me and My Job
Setting the Tone
Setting the Tone(TEXT FROM SOUND BITE)
"When you pick up the phone, whatever customer product you're representing, you're setting the tone for that product.
"And the customer on the phone doesn't know that they're calling Gage (former name of Archway). They think they're calling 'Product A'.
"So you're impacting brand, you're impacting image, you're impacting their servicing factors and how people walk away from the product."