Let’s imagine a call is booked with your company, but the customer calls in to cancel. What happens next? Do your customer service representatives (CSRs) simply say, “OK, thanks”? Every successful company should have a plan for following up on lost opportunities along with missed opportunities.
When it comes to the customer service area of our business, we tend to make a rough guess at performance. You need to stop guessing at your customer service team’s performance and know how they are doing.
I love technology and automation; I am a fan of things that help streamline our work lives and processes. I admire the concept of a paperless office. I like all of these things until they lead to poor customer service.
Designed to improve close rates of call handlers for HVAC, plumbing, and electrical contractors
November 9, 2015
Power Selling Pros, a leading customer service and call handling training company, has developed a new customer service representative (CSR) certification program to help home service businesses deliver a consistent, positive customer service experience.
Have you ever told your team what you want your company to sound like? Seriously, what do you want your business to sound like on the phone? If this is a foreign concept to you I am challenging you to put some thought into it.
Do your employees believe in your company? Your people can’t sell your company unless they do. This is especially true for your customer service personnel. One of the keys to improving their performance is to get them to believe in your company.
Your air conditioning business might be slowing down right now, so what are you doing to prepare for the next rush? I suggest you take some time to work with your team to train and help them improve their skills before heating season hits.
I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned scripts won’t work for their business. The best script is the one your call center team creates in their own voice.