If you asked most Csrs, they probably wouldn’t consider their job a career. They might see their position as just a paycheck, or a temporary rung on their move up the corporate ladder, but lifelong is probably not first word that would come to mind when asked about their job.
This type of thinking is fundamentally flawed, however, and it’s time that home service Business owners and their CSRs shift their thinking. Why?
CSRs play a significant role in your company. They are your voice on the front lines when a new prospect calls in. Their interaction with a prospect is your company’s first impression, and they have the power to make or break the growth of your business. In fact, it’s already been estimated that by this year, 89% of companies are expected to compete on customer service alone.
With customer experience paramount, your ability to wow every customer that calls in to your business cannot be ignored – and it starts with highly motivated, career-driven CSRs. An untrained, unmotivated CSR will Turn away more customers and ultimately hurt your business, but an empowered, motivated CSR has the ability to boost your bottom line and become an indispensable asset to your company.
Image what one extra booked call a day can do for your annual revenue. Imagine what it would be like for your slow months to get one extra service agreement contract a day. Imagine having customers consistently use and refer your company because of the connection your CSRs made when they picked up the phone.
You can make that happen, but it requires a commitment to create an unmatched, wow experience for your customers. It requires rewarding your CSRs with bonuses and commissions that empower them to take hold of their job and turn it into a career. Most of all, though, it requires consistent training.
If you’re looking to change the paradigm at your office and create CSRs that will set your company apart from the competition, give us a call. We have a proven training system that is guaranteed to book more calls, wow more customers and make you more money.
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