Jacqui Frost

Disneyland Style Call Handling

The happiest place in the world?

Posted on: 10/07/2014   By: Jacqui Frost

So last week we heard from Adrian and it seems only fair to hear Ciaran's take on call handling and working for The Office Genie. Now, we may not always feel like Disneyland - cheerful and happy-go-lucky - though we do aim to sound like it ...

Disneyland Style Call Handling

The thing that stands out of most people's experience of Disneyland is the lengths they go to to make the experience as fabulous as they can for all guests. If something isn't quite right they go the extra mile to make up for it, it is this level of customer service that makes them stand out. We like to do the same with our call handling, being as helpful as possible. Anyway, here is Ciaran's 6 month update!

"Well, it's certainly been an eventful six months. There have been ups and downs both in my working and personal life. It's gotten fairly emotional at points but I'm still here and that's got to mean something. It doesn't seem like it's been six months; since I started working as time has just flown by; life has a funny way of running away from us.

I can't deny there have been some stressful times. The first few months I struggled through, continually making mistakes or needing assistance. Then even when I was set off on my own, I needed to call upon help to avoid errors. Call handling by its very nature can be stressful. We are the frontline staff for over 100 companies and, let's face it, whoever you are, whatever you do, you're going to get irate customers from time to time.

It's how we deal with these customers that makes the difference. Getting the right people to get in touch with them or getting their appointment fixed up can usually resolve most issues but as I'm sure we all know, some things are just not that easily fixed. Sometimes it seems as if no matter what I say or do, they're still just as angry, just as difficult and, sometimes, just as belligerent. That said, nine times out of ten, if their issue is resolved, I'll hear from that customer again and you know what, next time round, they're usually nice as pie!

"The Genie that answered the phone
was so lovely"

Customer complaints aside, we do also get some extremely positive feedback; both from our clients and their customers. It can be quite rewarding hearing the smile in someone's voice as they tell us how wonderful the service has been and how they will be recommending us to their friends etc. I often feel gratified by these types of comments, impassioned to keep working hard and generally doing what I am doing. It can be quite a proud moment when a client tells us the call we have just taken has generated them big business - it really exemplifies the benefit of a call handling service like ours.

During my time here I have gradually taken on other responsibilities. Aside from the call handling, I have also been working alongside Genie Jenny, the Marketing Genie. I've worked with her on various marketing projects such as email campaigns and this has given me an insight into the world of marketing and more importantly, the mind of the marketer.

I didn't even imagine the level of thought that goes into the wording of business copy to attract the right type of customer. I've slowly begun to take on the mind-set it takes to write this sort of material, knowing the things to consider and the things we shouldn't say. I've also taken on responsibility of proofing copy for various different things, so let's hope there are no mistakes here!

Last time, I talked about how my confidence had come on in leaps and bounds, I can only really say the same this time around. Again, I have improved massively. When taking calls I am now completely comfortable and able to handle any of our clients' calls without issue.

I've kept up to date with any new clients we've taken on and ensured I am always ready to take a call, regardless of who's ringing. To think how difficult I found the role when I started, how difficult it looked when I came in for my interview, compared to how seamlessly I handle calls now is astounding! I've learned a lot, not just about our clients, but about theirs and about people generally. How to handle different situations, how to gauge how someone is feeling based on their tone and word choice and most importantly, how best to deliver customer service, in any situation.

Looking to the future, there are still challenges ahead, there's still a wealth of experience I can gain from The Office Genie and I don't intend to stop until I've seen it all."

So if you would like call handling that focuses on providing your callers with great customer service - just like Disneyland - then call us on 01604 529170. Who knows, you might even talk to Ciaran or Adrian!

Until next time ...


More about Jacqui Frost ...


I had a successful 20-year career as an office manager and personal assistant; however, my job was no longer focused on the customers and became all about the numbers. My customer-focused background began when I was 12 in my father's independent carpet showroom. I had a spell with Marks & Spencer before I moved into office-based jobs. I have worked as a training administrator, a PA and PA/office manager in a variety of industries from manufacturing to the IT education sector.

Meanwhile, my husband Ian, a successful Northampton based Master Decorator and owner of Rainbow Frost, was losing out on work due to missed phone calls. When he was busy, callers were getting his voicemail but weren't leaving messages. I knew how to fix that problem!

I quit my job and took on Ian as the first client of The Office Genie in November 2005. Word quickly spread with the second client coming on board just one week later. The majority of our clients since have come to us through word of mouth recommendations and networking referrals. Over the years, I have become well connected in Northampton and Milton Keynes.

Outside of work I enjoy swimming, roller skating, the theatre and my cats and dogs!


+44 (0) 1604 529170



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