Proactive Customer Service 101 3 hours+
Customer Service is at the heart of the HVAC Contractor’s business. Proactive customer service simply means being in control of conditions instead of just reacting to them.
In Proactive Customer Service 101 you’ll learn about the company structure and your role, understanding personality types, communicating with customers, creating rapport, and understanding customer needs.
Click on any of the module titles below to find out more about them:
Proactive Customer Service 1 - The Company Structure and Your Role
This session teaches the 3 key elements of delivering ultimate customer service:
- Expanding your idea of WHAT customer service is
- Understanding WHO your customers are and what they need, want & deserve
- Developing HOW to deliver customer friendly services that “wow”
Before becoming a truly effective customer service representative, you must first understand how your role fits in with the rest of the team and what customers expect from you. You will learn the HVAC company structure business model and how each person on the team works together to create a culture of ultimate customer services.
Proactive Customer Service 2 - Proactive Customer Service and Understanding Personality Types
This session defines proactive customer service to help you develop an understanding of how to take control of situations instead of being constantly in a reactive mode. Participates take a short quiz to learn about their attitude and receive a download to assess their current level of service.
Everyone’s personality and communication style varies and it can be frustrating when others do not react or communicate in a familiar way. In this course you will learn what type of personality/communication style you have and tips on how to identify other types. This course teaches you how to use versatility to adapt your style and make communications easier for everyone.
Learn guidelines on interacting with customers and co-workers that will help to build long lasting relationships. You will discover how to anticipate and handle your customer’s concerns with a “can-do” attitude that makes everyone’s life less stressful. Downloads included:
- Attitude Assessment Form
- Customer Service Self-Assessment
- Personality Summary Chart
Proactive Customer Service 3 - Communicating With Your Customers
Being able to communicate well with your customers and co-workers is quite possibly one of the most important skills you can ever develop.
This course shares advice on how to improve both verbal and non-verbal communications. How you look, how you feel about yourself, your tone of voice and more come across to your customers, both on the phone and in person. Learn how to uncover your customer’s needs, while projecting confidence and a can-do attitude.
You will work through different sample interaction scenarios and determine how to apply what you have learned to custom scripts and communication exchanges in your company.
Downloads included:
- Communication Tips
Proactive Customer Service 4 - Creating Rapport
Rapport is a relationship with mutual understanding and trust. Making your customers feel a connection that they are comfortable with and can trust is a critical factor in customer service.
In this session you will learn how to script greetings, gather information and let the caller know how you can help. You will learn how to control the call and share information that makes the most out of your time and the customer’s time. Learn what questions to ask and how to ask them, building your customer’s trust and confidence that they have contacted the right person to help them.
Downloads included:
• Lead Source Report
Proactive Customer Service 5 - Understanding Customer Needs
Your customer’s trust begins with believing you have their best interests at heart and have a true understanding of their needs. In this session we will be discussing how to get right to the heart of their issues with the right information to help the technicians and solve your customer’s problems.
You will learn how to use empathy and understanding, while separating real and perceived problems. Follow the five simple empathy steps you learn in this course to show customers how much you care.
And finally, learn the ten customer service “Don’ts” that will put your customers off and drive you both crazy!
Downloads included:
- Sample Problem Chart
- 5 Empathy Steps
- Customer Dos & Don’ts