4 Questions CSRs NEED to Ask

Customer service is the lifeblood of a home services business. When the phone rings in your office, it’s critical that your Customer Service Representatives are giving your customers a high quality experience that is going to keep them coming back. If you want your team to book as many calls as possible and create the best customer experience in your market, your CSRs NEED to ask these four questions.

1. Tell me more

“Mr. Jones, tell me more about your problem. What’s going on?”

If you ask customer to tell you more, they will talk.

2. Ask when

“Mr. Jones, when would you like us to come out?”

Never assume you know or that the customer wants you out right away. Always ask. If you don’t ask, you’ll never find out.

3. Book an appointment

“Mr. Jones, is it okay if I book this appointment time?”

Or “Can I get this appointment on the calendar, Mr. Jones?”

Never assume. Again, if you assume, they will go to somebody else who does ask for their business.

4. Overcome Price Objections

If a customer is showing you price resistance, ask them an, ‘If I will, will you?’ question.

“Mr. Jones, if I apply this ten percent off discount on the service call, will that be enough for you to move forward with us today?”

or ,”If I wave the service call fee, will that be enough for you to move forward with us today?”

If you want your team to book as many calls as possible and create the best customer experience in your market, your CSRs NEED to ask these four questions. We can teach them how.

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