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Customer service is common when it comes to purchasing services. Whether customers are contacting a company regarding a recent transaction or trying to solve a problem, consumers look to CSRs for guidance.
Customer service is going to continue to be vital, if you own a home service company.
In a world where customers have every opportunity to avoid interacting with people, they still choose to – even if technology has made it easier for people to research issues, purchase products and avoid the need to communicate with CSRs.
In spite of that, people will still pick up the phone and call customer service. Customers continue to hit pound when given the option to speak to a representative because there is still a desire to speak with a human when they need to ask a question. This displays the importance of focusing on providing excellent customer service while using it to develop a competitive advantage over other home service businesses in your area.
Contractors owe it to their customers to make the customer service experience worth the consumer’s time. It’s the customer taking time out of their day to bypass technology and reach out to you directly.
Consistency Builds Excellence
No matter if a CSR is performing their job excellently or if there are areas for improvement, training needs to be an ongoing thing.
Consistency is the key to building excellent customer service. You want to make sure you are working on and performing the necessary training on a regular basis. Many employees resent training because they feel like they are only asked to do it when they are performing poorly. If you are consistently offering training, they know it’s coming regardless of job performance.
Customer Service Strategies
It’s important to master the fundamentals of excellent customer service. That includes being an excellent listener, asking great questions and empathizing with people.
Think about some of the companies that are known for having excellent customer service. What are some of the things they do to develop a strategy that produces quality results and loyal customers? Chick-Fil-A is one that is used as an example often. They are known for listening to their customers and solving problems when they arise. Be the Chick-Fil-A of home services in your market area. Build value within your company and community beyond the price, and that can be achieved through excellent customer service.
Advantages of Quality
Focusing on customer service will not only help you build customer loyalty, but it will also build value beyond the prices of your services.
Quality customer service can result in higher conversion rates, higher average tickets, more excited customers, a better reputation in the area and increased morale on your team. No one raves about average customer service, but excellent service will empower customers to spread the word about your company, resulting in repeat and referral business.
Again, focusing on training your CSRs is key. They are the first point of contact any customer has with the company when they call customer service. They are the voice of the company.
By training CSRs on being engaging, positive, enthusiastic and friendly, you are setting them and your company up for success while creating that WOW factor customers have grown to expect. Use customer service as your stepping stone to a better business.
Zac Garside is the CEO for Power Selling Pros.