“The key to building credibility as a leader, you want to change your call center culture so they’re the voice of the company. And you got six people, it’s like how do I get all six of them to see themselves that way. How do I get my whole technician staff to see themselves as the face of the company? They can make or break the company.'”
— Zac Garside
Customer Service Representatives- and Why They’re Important
Most service business owners pour their time and energy into the product and service they’re offering, and treat customer service as an afterthought. While this might make sense, this is also a critical mistake that can prevent your service business from growing to a level where it should be. You can have the best tradespeople on your team, and still lag behind your competitors due to a lackluster customer experience.
In this episode of the Service Business Mastery podcast, your host Tersh Blisset talks to Zac Garside, the CEO of Power Selling Pros. Zac reveals the benefits of boosting your customer experience and digs deep into the details by talking about booking rates, average talk times, and more.
But above all the metrics that he mentions, Zac emphasizes the value of empowering your customer service representatives to be the voice of your company and understanding the fundamentals of great customer service over sales tactics.
Zac also gives us a crash course on the best way to lead a remote team. Hint: you need to be objective in holding your team accountable and find ways to monitor their work without having to know what they’re doing every minute of the working day.
In this episode, we discuss:
- Why CSRs need to be the voice of your company
- The role that your CSRs play in revenue generation
- What metrics to track for your CSR operation
- Strategies for managing a remote team
Check out these resources we mentioned during the podcast:
- This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website), and UpFrog (visit their website).
- Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!
- Join the Service Business Mastery Facebook group
Meet the Guest:
Zac Garside is the CEO of Power Selling Pros. They train customer service representatives to book more calls, increase booking rates, and be the voice of their companies.
Connect with Zac on LinkedIn: https://www.linkedin.com/in/zacgarside/
Check out their website: https://powersellingpros.com/
Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our website.
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