CX RIOT RADIO

Technicians sit in a lot of kitchens.  You know the scene: technician at the table, customer staring at a price sheet, maybe their arms crossed, maybe worried about how much this is gonna cost.  That’s the moment the whole job rides on.  The kitchen table close. For years, managers never got to see it.  We could listen to call recordings, we could role-play in the training room, but when it came to the big stage, the customer’s kitchen, we were blind.  No ride-along unless you literally burned a whole day sitting in the passenger seat, making the tech nervous as hell, and still only catching a couple conversations. Now we’ve got a new player in the game: the ghost ride-along.  Tools like Rilla, ServiceTitan's Field Pro, SalesAsk, and Siro don’t need a truck or a clipboard.  They sit quietly on the tech’s phone, recording, transcribing, analyzing.  Later, the manager, or even the tech themselves, can pull up the play, see where they fumbled, where ...

  Summary Improving CX in industries with bad reputations is crucial. - Industries like trades, airlines, and used car dealerships often have negative reputations that affect overall customer perceptions. - To surpass customer expectations, companies must prioritize customer service and experience consistently across all interactions. Automation enhances convenience but emphasizes customer experience in home services. - Automation allows users to easily book services online, creating an abundance of choices. - In competitive home service markets, initial customer interactions, particularly phone calls, are crucial for establishing trust. Customer experience hinges on smooth interactions and professional appearances. - A smooth booking process is essential for customer satisfaction, avoiding technical issues that disrupt convenience. - The demeanor of customer service representatives and technicians significantly impacts customer perceptions, requiring empathy and professionalism. I...