“[Personalized CSR Coaching has been] Some of the best training I’ve ever had! The coaching is specialized for me and targeted to my skill level and my opportunities. I’ve become an even better CSR and…
Browsing CategoryThe WOW ExperienceThis content is restricted to members of The WOW Experience only.
This content is restricted to members of The WOW Experience only.
Live Phone Call Tear Down
Doing something I’ve never done before… I filmed a 9-minute video breaking down a phone call I took several years ago so you can hear it. This video is an ideal training opportunity for your…
Inside Chick-Fil-A’s Customer Service Empire
Three Strategies You Can Use From Chick-Fil-A’s Customer Service: In Northern Utah, there’ a Wendy’s directly next-door to Chick-Fil-A. And almost every single night, the line for Chick-Fil-A splits into two groups and wraps around…
How to Ask Questions That Bring Out the Truth
There’s a crisis happening in our companies: Every truly great business needs their people to do three things even better than they do their stated job descriptions: Think independently (and say what they think!) Feel…
How Barker & Sons Does Customer Service Training (AND Books 90% of Their Calls!)
“Customers today push hard… They can look up everything on line, so they just HAMMER us on price. ‘Why can’t you just give it to me?‘ they ask. But we look really dishonest if we…
Protected: Quarantine 14 Download
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5-Minute Webinar – The Two Types of People You Work With
7 years ago I read a story that inspired me: It’s about two men who worked in the same positions in an organization, and both achieved more than their peers. They were, by all accounts,…
This CSR Sold a Water Heater On His Drive Home From Work
“I’m averaging like a 97% call rate book, so that in itself for me is a win.” Marc from Albrights Mechanical Services books 97% of his calls and sold a water heater on his drive…
How to Sell to Customers Even If There’s No Room on Your Schedule
This sucks: When a customer says they need service “ASAP” but you’re booked out ’till next week. You try to reason with them… Maybe you offer a discount? You tell them your guys are the…
All It Took Was a Bad Review
All It Took Was a Bad Review is a fictional short story about a real phenomenon happening in the Home Services Industry. Imagine this… John and his wife, Joanne, the characters in our little fable…
IMS Heating & Air Shares 7 Lessons on Growing & Aligning Your Team
I could argue that the job of leadership comes down to two activitie: Growing the business Aligning the team If you could lie your head down at night knowing your business is moving up-and-to-the-right, and…
“Plop Plop, Fizz Fizz” Your Way to Customer Loyalty
Ever heard of “copy & paste” culture? It’s where businesses copy what’s being done by the most successful companies in their industry, and apply the same practices to their own. It’s extremely popular, and for…
This millennial might be your worst nightmare
Zac, the confused millennial here… I’m an avid customer experience seeker. And when I find them (good or bad) I like to share them. For example: That was a review I posted a few years ago. I was…