CX RIOT RADIO

I know I keep talking about this, but it bears repeating. in a plumbing business, the phone call is the first service. I know a lot of people who view CSRs as booking machines. "We hired them to book the calls." Yeah, that's the end result, sure. I agree. But the CSR role is so much more than that. It's one of the most important roles in a Trades company, but far too often they're viewed as second class citizens, a cost, a detriment, and sometimes, unfortunately, as disposable if the market takes a downturn.  But, why? It's a misconception of what the role actually is, and it's a miscommunication from CX leadership on the importance of the Blue Collar Call Center.  A call center isn't a Cost Center, not if it's run correctly and staffed appropriately.  It's the place where your marketing spend goes to thrive... or die.  Before a wrench touches a pipe, before a tech pulls into the driveway, before a tool gets pulled from a bag, the customer has ...

**Understanding the Role of Customer Service Representatives** Customer service representatives (CSRs) play a crucial role in shaping customer experiences, particularly in blue-collar industries such as plumbing and HVAC. This essay explores how CSRs can transition from mere order takers to key revenue generators by enhancing customer interactions. **The Importance of Customer Interaction** The initial phone call between a customer and a CSR marks the beginning of the sales process. While marketing efforts can attract potential customers, it is the CSR's voice and demeanor during this crucial interaction that ultimately influences the customer's perception of the brand. Customers often judge their experience based on the CSR's ability to connect, empathize, and provide solutions promptly. **Two Types of CSRs: Order Takers vs. Opportunity Makers** CSRs can be categorized into two groups: order takers and opportunity makers. Order takers simply follow scripts and fill out for...