Tom Merriott, a business coach at Nexstar who focuses on call-center, dispatch and contractor communication process excellence, brings years of call center and management experience from independent HVAC, plumbing and electrical contractors. For additional information, visit nexstarnetwork.com."
Take your “best of” lists of what your CSRs are already saying, add in the basic rules of customer service, and make a rough draft of your phone-answering script.
Have your customer service team become brand ambassadors for your company.
The only way to provide any help in your community is to have a solid disaster plan in place.
Transform your CSRs from simple ‘call takers’ to best-in-class customer service specialists.
If your marketing proclaims you to be the expert, the doctor, the professional, then your call center should reflect that brand.
When done correctly, a combination of variables will lead to your ultimate success — and it starts with getting your entire team on board.
