CX RIOT RADIO

In the trades every inbound call has two possible outcomes: Either the CSR leads the conversation… …or the customer does. And when the customer leads? You usually get: long calls confusion stalled decisions price-only conversations lower booking rate But when the CSR leads with confidence and kindness… You get: trust clarity forward motion better booking rate happier customers This is Call Control. Not aggressive. Not salesy. Not pushy. Just professional leadership on the phone. So let’s talk about how CSRs can control calls, without ever sounding like a bully. First: What Is Call Control? Call control simply means: The CSR guides the direction of the conversation so the customer feels taken care of. Not dominated. Not manipulated. Not pressured. Guided. Because the customer didn’t call to lead. They called to get help. And when nobody leads? The call turns into drift. Drift kills booking rate. Where Call Control Goes Wrong A lot of CSRs think call control means: ❌ talking over the cus...

When someone says, “That sounds expensive,” what they’re really saying is: “I don’t fully understand the value yet.” Price objections are value problems in disguise. Stop lowering price. Start raising certainty. DO THIS TODAY: Teach CSRs to explain why your service exists, not just what it costs.

If you run a plumbing, HVAC, or electrical company, you already know the type of call I’m talking about. The price shopper. They call and get right to it: “How much do you charge to…?” Drain clear. Water heater. AC tune-up. Whatever. And most CSRs freeze. They either: panic and blurt out numbers talk themselves into a corner or reflexively discount to stay in the game You don’t have to discount to win price shoppers. Because most “price shoppers” aren’t actually hunting for the lowest bid. They are hunting for the: safest option clearest answer least risky choice They just use price as the language for fear. So let’s talk about how to handle price shoppers, without racing to the bottom. First, Understand What a Price Shopper Really Is Most customers aren’t accountants. They’re humans trying to avoid: being overcharged being ripped off hiring the wrong company making a bad decision So they use the one question they know how to ask: “How much is it?” It’s not really about the price. It’s...

Most customers don’t remember what we said. They remember how we made them feel. You can read the perfect script in the wrong tone, and still lose the job. But bring the right tone? Suddenly customers relax. They open up. They trust. They book an appointment. DO THIS TODAY: Coach tone first. Words second.

Most people think great CSRs are simply “nice on the phone.” Friendly. Polite. Professional. Sure, that matters. But in the trades, great CSRs do far more than sound nice. They: create trust reduce fear bring clarity guide the conversation protect the brand and drive revenue Because every inbound call is a moment of truth. The customer is stressed. Something broke. Money is on the line. And the company’s entire reputation now lives in one human voice. So let’s talk about what great CSRs actually sound like. And yes, I’ll give you real examples. Not scripts. Just natural, human-forward conversations that actually work. Great CSRs Sound Calm, Not Rushed Customers don’t call calm. They call anxious. Bad CSR energy sounds like this: ❌ “Service department. Can I get your name and address?” Fast. Cold. Robotic. Transactional. Great CSRs do this instead: ✔ “Hey — I’m glad you called. My name is Sarah. How can I help today?” Warm. Human. Grounded. They slow the call down just enough that the c...

Technicians don’t stay full by accident. Full schedules are built on: clear messaging clean expectations confident conversations Clarity creates momentum. Confusion kills it. Your call center doesn’t just book jobs. They stabilize the entire operation. DO THIS TODAY: Audit one script for clarity. Remove the cluttered words.