Training Tip: Derailing Customer Service Woes

Posted on:

August 22, 2024

Dealing with customer concerns in business is like a runaway train: If you don’t stop it immediately you might not be able to catch it before it goes off track.

As common sense tells us, when a customer calls your business with an issue, the more time they have to stew over it the more aggravated they become. And, as the level of aggravation increases, so does the cost or effort needed to resolve it. In other words, a lose/lose for everyone.

It’s no secret that expectations are rapidly changing in the world of customer service. Though we often hear consumers complaining “You don’t get to talk to a person anymore,” our industry remains front facing with our office team. That doesn’t mean that customer expectations have not been affected by years of automated systems. Across other industries the average response for an initial customer inquiry is around 12 hours. However, nearly half of the customers expect a response in less than four hours. In the trades, however, customers expect a near-immediate response.

To help expedite common customer service woes, here are a couple of key tips:

Empower Your People

When I had my electrical services business and customers called with a concern, the person answering the phone had the authority to do almost everything needed to make it right for the customer—except refunding money. This meant they could resolve most issues on the spot and only needed to report back to the call center manager for refunds. I even empowered my call center manager to give refunds of up to $500 without needing to ask for permission.

This approach is powerful. Imagine a customer asks for $50 off. Instead of a drawn-out process where a service manager gets involved, digs into what happened, and by the end, the customer’s anger has turned that $50 ask into a $150 ask, you’ve empowered your team and everyone knows exactly what they can do to make the customer happy and satisfied right away.

Train Your Team Well

Training is vital. Would it be great if your team instinctively knew exactly what you want them to say or do? Sure, but it’s not likely. That is where training comes into play. Scripting, role play, and common sense tips should all be part of consistent training for your office team.

Here’s an example:

If someone calls and asks to speak with a manager, the CSR should say, “And who do I have the pleasure of speaking with?” followed by, “May I ask what this is in regard to?” Often, customers think only a manager can help them, but when your team is empowered, others can assist too.

There are those times, however, when a manager is necessary. It’s crucial that the team knows not just how to answer the phone professionally but also how to handle call transfers properly. A warm transfer—where the CSR ensures the manager is available before connecting the customer—prevents additional frustration. If the manager isn’t available, the CSR should offer to transfer the call to another manager who can help.

I’ve had situations where customers get stuck in a loop, calling multiple times because they can’t reach the right person. To avoid this, we used specific scripting for requests to speak to a manager. The CSR should try to help first, but if a transfer is needed, they perform a warm transfer.

If the service manager isn’t available, the CSR should let the customer know and offer to connect them with another manager. All managers should be trained to handle customer service issues effectively.

Just remember, we don’t like to wait for a response or resolution when we face a customer service issue, so why would your customer? By following these steps, you can improve customer service and turn potentially negative experiences into positive ones.

**Read this article and more in the July/August 2024 edition of ACCA Now magazine at hvac-blog.acca.org/magazine.**

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Chris Crew

President at The Blue Collar Success Group

After selling his successful, multi-locational electrical business, Chris dedicated himself to training and coaching those in the plumbing, electrical, and HVAC trades. As president of The Blue Collar Success Group, Chris continues to share his knowledge and passion for accelerating the path of success for home service companies.