Customer service representatives (CSRs) are the true front-line of any service company. For a Tech or Sales pro to even reach the front door, it takes a CSR to first book the call. So, it’s important that CSRs get the highest level of training to close more calls and boost client satisfaction.
Boosting Client Satisfaction
How can your CSRs book more quality calls and increase client “extra-satisfaction?” First, make sure your employees understand the value that your company provides through your services. The CSRs need to understand the benefits to the client for the service that is provided.
A great way to demonstrate value in the moment is by having your CSRs go on a ride-along. This way, they can witness the services your company provides first-hand. Drawing on real-life experience can help fuel them when they’re back at the office trying to close a call. Read on to learn some of the common questions about CSR success.
1. What Makes A Good Customer Service Representative?
When deciding who to hire, you can utilize DISC profiles and look for someone who can communicate with various personality types. For dependable CSRs, that means a personality that is steady and people-oriented. Also, performing a phone interview will be an added benefit when hiring a new CSR as phone conversations will be a daily requirement.
2. How Important Is Your CSR To The Company?
The CSR is the first impression of the company and is responsible for keeping everyone else working. CSRs set up the expectations and settle anxieties prior to the tech showing up. Make sure your CSRs know how important they are and how much you appreciate them.
3. Should A CSR Dispatch?
Not every CSR should dispatch. In fact, it depends on the size of your company and the skill sets of the individual. Oftentimes, these two roles have opposing KPIs and are meant to hold each other accountable. Generally speaking, CSRs and dispatchers should be kept separate. The best plan of action is to match the skill set to the job.
4. How Can You Avoid Giving A Price Over The Phone?
Turn a negative into a positive and build value in your process by speaking about the benefits to the client. Building value before discussing the investment helps to take pressure off the client. Also, since you should be familiar with the DISC profiles, figure out the personality profile of the client on the other end and speak to them based on how they make decisions.
5. Should A CSR Use A Script?
A CSR should have guidelines but should be comfortable with the process to naturally adapt to each call and client. Every client is different, so your CSR should match what they say and how they say it to the client’s personality. There’s no such thing as a one-size-fits-all script, so your CSR should be flexible when taking calls.
6. How Do You Overcome A Dispatch Fee Objection?
If your CSRs are getting this objection then they’re probably bringing it up too early. They need to build value in the service before mentioning the investment. Remember, always tie a feature to a benefit. Any investments your client may choose to make shouldn’t be mentioned before building value.
7. How Do You Gain Control Of A Conversation When The Caller Dominates The Call?
Your CSR can steer the conversation by asking questions. This will help to redirect the caller’s attention and to show that your CSR is the expert. They can use yes or no questions or open-ended questions to gather information but maintain control of the call.
Training For Your CSRs
A well-trained CSR is a great investment for your business. Consider your CSRs as the most important aspect of your business’s marketing. Without a well-trained CSR, you’re throwing away money in marketing costs and lost sales revenue.
If you’d like to get your CSRs to the next level, then reach out to Service Excellence today. We offer online and in-person classes for customer service representatives. At Service Excellence, WE IGNITE THE POWER WITHIN!
