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While the managers and leaders inside of an independent contracting company lay out the company’s vision, members of the company team carry out the individual goals inside of that mission on a daily basis.  Team members that are on the frontline of the company’s daily taskforce such as Customer Service Representatives, Service Technicians, Sales Technicians, or Install Technicians are vital representatives of the company.  These company representatives may be the only component of the company that most clients will ever see.  Thus it is so important to ensure that these team members know and understand their vital importance to the company as a whole.  In today’s blog, we will explore the significance of CSRs inside independent contracting companies and how they act as “the voice” for their company.

When interested or curious potential clients make their initial phone call into a service company, it is important that they are met with a sincere and friendly voice.  It is key to remember that CSRs are responsible for pointing clients’ initial first impressions of the “voice” of the company in a positive direction.  When clients feel that they can trust the voice on the other end of the phone then they will be willing to start the process of closing on the next imperative aspect of company-client interaction—agreeing to book a call:

-Assess the details of all initial information provided by the potential client-

CSRs must capture initial client information before successfully booking a call.  They first must be quick to capture basic information such as the client’s name, telephone number, and address.  The next important step is to seamlessly capture information in regards to the client’s service needs all while maintaining a friendly phone demeanor and keeping the client engaged.  Having the ability to assess service needs comes from asking the right questions such as; inquiring if they are club members, what type of problem is occurring, when the issue occurred, if the problem has happened before, as well as the details regarding the age of the system or product.  When CSRs ask these types of questions effectively then it helps to make the client feel taken care of as well as gives the company team insight to the next steps that need to be taken.

-Prepare the client for what to expect during a service call-

After a CSR has gathered all the important information from the potential client then it is time to complete the evaluation process.  This process helps to mentally prepare potential clients for the next stages by explaining that during a call a tech will do a thorough evaluation of the problem, ensuring the client that there are no hourly charges and no hidden fees, as well as explaining extended warranties and the steps taken to protect the client’s home.  When clients get this opportunity to mentally prepare themselves for the next components of the service or sales process then it makes carrying out the call a smoother and more efficient process.  CSRs effectively set the stage for technicians when they handle conversations on the phone with expertise because clients will already know what is in store and they will have already built a positive initial relationship with the company’s friendly and helpful CSR.

-Get the first “Yes” from potential clients by successfully booking a call-

CSRs help to get the very first close when a client agrees to book a call with the service company.  CSRs play a major role in helping the company team succeed with a huge portion of the battle through aiding technicians in getting face-to-face with clients, which can lead to the big close.  When CSRs are working to book a call it is important that they explain the diagnostic charges (made up of vehicle expenses and time during diagnostic procedure) as well as the general diagnostic process so the client knows what to expect when the technician walks through their door. When a CSR begins to close on booking a call, it is important that he or she present and explain the standard diagnostic price as well as the priority service price then ask the client which option he or she would like to select.  When CSRs use these friendly yet effective closing techniques over the phone then they work to grow their company’s reach and potential success.

Customer Service Representatives work as the “voice” of the company as well as a connection that clients can utilize so they can reconvene and get updates and information about the company.  CSRs have three very important responsibilities that, when performed correctly, can help grow the effectiveness as the company’s “voice”: they must initially capture and assess client information, they should work to prepare the client for what to expect during a call, and they should work to successfully book a call. Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!

-Resource curated by Whitney Stewart of Service Excellence Training