The Learning Spot
Articles, news, client stories, event recaps, and more. Check here to learn what's new and what's next in the home services industry.
October 1, 2020
Make it clear that you trust your CSRs to use discretion when it comes to solving basic customer service issues. When you feel confident your CSRs are well-trained and dedicated to your goals, give them the tools they need to reach informed decisions on their own.
September 29, 2020
Did you know that more than half of consumers consider 24/7 communication a necessity for businesses and that consumer satisfaction with live customer service chat has been on the rise [...]
September 22, 2020
Jennifer Coker, customer care director of the Pacific Northwest Market for Certus, knows when a company grows and becomes more established, additional support may be needed to keep the momentum [...]
September 14, 2020
As the partnership grew, Rose Pest saw a decline in the frequency of late-night emergencies, which resulted in fewer middle-of-the-night calls to managers and supervisors—and more scheduled-out appointments for those that were not true emergencies. Because of this, Welsh says, the business has seen an increase in its return on investment (ROI). It’s also been a newfound benefit to staff members.
September 9, 2020
William “Bill” Welsh, VP of Sales and region manager for Rose Pest Solutions and Gui Bergeron, CEO of Frontline Pest Control discussed how they’ve adapted their businesses this year to adjust for the challenges [...]
September 3, 2020
Modern technological advancements are changing consumer behavior and the sales process. Gone are the days of simple sales calls that come from customers looking you up in the phone book. [...]
September 1, 2020
Even though first contact resolution may be the perfect answer to maximizing and retaining customers, it’s difficult to execute. Not every company has the time and money to pull it off. It entails careful strategizing, hiring, training, 24/7 staffing, team management, and documentation.
September 1, 2020
In today’s on-demand economy, not only do consumers expect 24/7 assistance from businesses, but they expect assistance to respond through their preferred channels of communication be it phone, text, web chat, or email.
August 27, 2020
We had the opportunity to partner with Pest Control Technology (PCT) for their Business Boosters Webinar series. Guest speakers, Patrick Quigley, founder of Sales Training by Design, and Chris Huntsman, Co-Founder of [...]
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