Outbound Calling for CSRs

This week, Chris Elmore and Brandy Loudermilk discuss Out-Bound Calling. This podcast has elements for managers, CSRs, and technicians. Here’s the things you should know before making outbound calls:

The Customer Already Knows You

Many CSRs have fears associated with making out-bound calls. These fears stem from the personality profile that many CSRs have – the high “S.” This profile doesn’t want to rock the boat or make waves. The key to overcoming this fear is to understand that you already know the customer and they know you. Also, you are not selling anything. You are following up on options with which the homeowner is already familiar.

Who Should You Call?

One of the first questions we hear in regard to out-bound calling is, who do I call?

There are several options for who to call, but all of them require pre-planning. Many software systems can track unclosed opportunities, but you may have to manually track them as well.

The first group you should call from is clients who have had service in the last 90 days, who did not move forward with some of the options given to them at the appointment. Your software should track those “open” opportunities or someone in your office should be tacking these manually.

The second group is clients who have used you for service in the past two years but do not have a membership or regular maintenance.

There are other groups to choose from based on seasonality or region.

How to Start the Conversation

When outbound calling, be sure to follow the first P of PRESS PLAY be prepared. Know the history of the customer. Treat the customer like they are known to you and the company.

Start with Introducing Yourself and Take the Temperature of the Customer:

“Hello Mary. This is Brandy with Service Excellence Heating and Air. I am calling to update our records. How are you doing today?” Let the customer respond.

“Are you still at 123 Main Street?” Let the customer respond.

“My records indicate that our technician, Chris, was last out on January 25th and fixed your furnace. Is everything still working great for you?” Let the customer respond.

Then once you know the client is still happy with your service, move into the offer.

“While I have you on the phone, I noticed that while Chris was out there, he recommended having the widget replaced since it is out of manufacturer specifications. Right now we are able to offer you an efficiency bonus of $$$ off that repair since we know that the most common times those parts fail is when there is extreme heat/cold. if we can get that taken care of for you now while the temperature is mild, it allows us more free space on our schedule when the busy season hit. This helps us keep costs down and we can pass the savings on to you.”

Assume the appointment.

“I have availability this Thursday or Friday, which day would be more convenient for you?”

Out-Bound Calling doesn’t have to be scary. It is a great way to help your clients, technicians, and the company. This is a true Win-Win-Win.

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