Winning Call Handling Step 3 – Listen

Excellent customer service begins the instant your office phone rings. Your CSRs need to be creating a fantastic experience for your customers through their call handling. At Power Selling Pros, we have an industry-proven approach to call taking that will get your team booking more calls and winning more moments. Trainer Erica Leonor is introducing all of the critical steps in this FREE video series.

Here’s the next principle in our Pattern for Excellence: listening.

People don’t generally remember what’s being said in any given conversation. It’s just that the interaction has taken place. The understanding that we gain from listening to our customers and our employees, this invites connection and when we connect with people, they trust us.

Trust is an important element in the home services industry. Building trust moves the conversation from a business transaction to a human interaction that is more likely to build that relationship and make it long term.

Sometimes I hear CSRs say, “Well, I don’t know. What are good questions to ask? How do I know how to control a conversation and direct it where I want it to go?”

There’s a very easy template to follow. It’s going back to sixth grade:

Who? What? When? Where? Why? And how?

We can ask these questions in any conversation to get the customer talking. Here are a few examples:

“Hey, what seems to be going on or when did this start happening? How long has it been happening for? Who’s been most affected by this?”

If you want some scripted templates for HVAC or plumbing, book a free strategy call with us today.

You can use the scripts for your CSRs as well as for your technicians. So you can have those templates.

When in doubt just think of one of these five W’s and the how, and you’re going to have all the questions that you need to have a good conversation, so that customers can start talking about themselves, and you can build trust.

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