Eliminating Fear for CSRs

One simple question to banish fear

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CSRs this one is for you! Have you ever been asked to do something that scares you? For example, outbound calling, rescheduling a client, talking about price, offering an add on, overcoming an objection, going off script, the list is endless.

What is the worst that could happen?

I recently had to deal with my own fear. I went skiing for the first time with my fiancé. After a day in ski school I was ready to “shred down” the mountain. Well, until I actually got up there. Long story short, the first run of the day ended with me walking down the mountain while Chris gracefully skied down with my skis.

He marched right back to ski school and got me another lesson. Fast-forward to the next day, there were no tears and I was able to navigate the mountain. That was a great improvement. The problem was I was going super slow. As I was turtle pace going down the mountain, Chris asked me a question and it is the same question I want to ask you.

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Communication styles: US Marine vs. Customer Service Representative

How your communication style impacts your CSRs

Imagine a typical US Marine. Get a firm picture in your head, the camouflage, probably an M-16, and most definitely not a smile. Now Imagine that US Marine answering your telephone as a CSR. What kind of customer service do you imagine they would provide? Probably not very good, right? They would be short, curt, and maybe a little too direct.

From Marine to CSR

Why is that? The answer is they are transformed into a thick skinned, direct and to the point communicators. Not exactly ideal for customer service. Well your CSRs may be more like that Marine than you would like to admit.

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Dispatcher FLU Is Decreasing Profits

How your Dispatchers Might be Suffering from the FLU

As I am sitting here with flu like symptoms it reminds me of having the FLU as a dispatcher.

Now I am sure you are asking yourself what does sniffling, aches, and fever have to do with dispatching. I am going to fill you in on how your dispatchers might be suffering from the flu.

I have discovered 3 symptoms that your dispatchers may be exhibiting that could indicate that they have dispatcher FLU. These three things are hurting the productivity and profitability of your team.

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The 3 Reasons CSRs are Losing Calls

and tips on how to fix them

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CSRs work hard. They handle a multitude of different call types. They never know who or what is going to be on the other line. I spent several years as a CSR and I know that no two calls are ever the same.

CSR Learning Opportunity

For your CSRs one of their most important Key Results Areas is their True Call Booking Percentage. It takes a lot of money to make the phone ring. It is essential that CSRs have the skills to close the call.

There are three reasons your CSRs are losing calls.

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Defining the CSR Key Result Areas

and Free Download with Training Video

As a business owner, manager, CSR, or Dispatcher you know what Key Results Areas are. Your track them often, at least for your producers in the field. My question is, do you track them for your call takers as well?

CSR Close Rate photo

Most companies don’t. Only a few track metrics like call booking percentage. What they don’t track is True Call Booking Percentage. Which includes the difference in new clients, existing clients, and lead source.

For example: let’s look at the Key Results Areas for a technician.

  •     True Average Ticket
  •     Average ticket on repair
  •     Average ticket on maintenance
  •     Lead turn over
  •     Club conversion
  •     Etc.

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