Service Business Mastery for Skilled Trades: HVAC, Plumbing & Electrical Home Service 691. 8 Ways to Create a “WOW” Customer Service Experience with Zac Garside
By providing excellent customer service, you're not only creating loyal customers, but you're increasing your chances of making sales and generating high-value referrals.
When everyone on your team is equipped with strong customer service skills, they can provide an exceptional experience that builds customer loyalty and fuels business growth. While this is true, it all starts with YOU. If you communicate well and model excellent customer-centric service, your team will too!
Meet Zac Garside, Head of Marketing at Power Selling Pros, a company offering personalized Customer Service Representative and Dispatch training. Zac is also the host of This Call May Be Recorded, a weekly show where Zac and his team listen to recorded customer service calls and coach them live.
Join us as we learn from Zac the best-kept secrets to developing excellent customer service experiences and building customer-centric value in your business!
tldr; In this episode, we discuss the following:
- How contractors and service businesses benefit from customer service coaching and tracking call center KPIs.
- 8 ways to create a “wow” customer service experience.
- Building tangible value in your service business so you can increase sales.
- Get FREE training samples from Power Selling Pros
“We help companies realize that your success, your value, is determined by how much more you give in value, how well you serve your customers, compared to how much they pay you.”
— Zac Garside
Want to increase your sales and generate high-value referrals?
In this episode, we share tips for generating high-value referrals and increasing sales.
By providing excellent customer service, you're not only creating loyal customers, but you're increasing your chances of making sales and generating high-value referrals.
When everyone on your team is equipped with strong customer service skills, they can provide an exceptional experience that builds customer loyalty and fuels business growth. While this is true, it all starts with YOU. If you communicate well and model excellent customer-centric service, your team will too!
Zac Garside, Head of Marketing at Power Selling Pros, a company offering personalized Customer Service Representative and Dispatch training. Zac is also the host of This Call May Be Recorded, a weekly show where Zac and his team listen to recorded customer service calls and coach them live.
Intrigued to listening to his ways to create a “wow” customer service experience?
Join Tersh Blissett and his co-host Josh Crouch and learn from Zac the best-kept secrets to developing excellent customer service experiences and building customer-centric value in your business! Become a successful entrepreneur by taking advantage of the wisdom he shares.
(Zac Garside runs Marketing at Power Selling Pros, the company that gives you personalized CSR & Dispatch training, and hosts This Call May Be Recorded, the weekly show where you get to see Zac and his team listen to recorded customer service calls and coach them up live! During the last 7 years, Zac has coached more CSRs & Dispatchers than Power Selling Pros can even keep track of. He also writes some of the most loved and read emails in the Home Services Industry about Customer Service, Sales & Leadership. Over 5,000 people get his free emails 3 times a week.)
If you are a tradesperson struggling to overcome challenges, you don't want to miss this episode.
In this episode, we discuss the following:
- How contractors and service businesses benefit from customer service coaching and tracking call center KPIs.
- 8 ways to create a “wow” customer service experience.
- Building tangible value in your service business so you can increase sales.
Zac shares- Reasons Why Contractors Should Hire a Customer Service Coach
”Usually, when contractors come and work with us it’s because of some pain… This is about a lot more than just booking more calls and getting the team aligned around a script. This is about customer service being a central guiding philosophy of the business. We WOW the customer. Period,” says Zac Garside [05:51-05:48]
Garside shares six KPIs to start tracking if you have no call center metrics
“I’m in favor of simplicity. If you aren’t tracking anything, you only need to track six things for your call center… the number of calls taken and made, the number of appointments booked, the booking percentage, the number of maintenance plans sold on the phone, average talk time, and average time before answer,” says Zac Garside [16:11-16:40]
How to Accommodate Your Customers and Keep Them Happy When Demand is High
“This is about a lot more than just booking more calls and getting the team aligned around a script. This is about customer service being a central guiding philosophy of the business.”
— Zac Garside
“What are the odds that, if you let that customer hang up because you couldn’t get there soon enough or you’re booked out solid, what are the odds that they’re going to call the next person in line and magically get exactly what they’re looking for? Very slim,” advises Zac. [29:05-35:06]
Zac Garside recently joined Service Business Mastery Podcast, and here are some highlights of the podcast:
- Zac discusses how contractors and service businesses benefit from customer service coaching.
- Common CSR pain points for contractors
- The 6 most important KPIs for customer service teams to know and track
- He shares 8 ways to create a “wow experience” with customer service communication skills
- How to develop your customer service communication skills
- The most effective ways to communicate with customers
- The show talks about how to build value in your service business so you can close more deals
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Listen to this podcast and get equipped with essential business advice from this impactful conversation. So, what’re you waiting for? Tune into this episode immediately and get one step closer to becoming the successful owner of your dreams.
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