Call Center Contact Tenets

Every Customer Is Our Best Customer: Perception matters. Treat every customer like they are our first, last, and only customer. Customer experience is ultimately paramount to the image and success of the organization, your customer should feel that.
 

Book The Job: The lifeblood of the organization is providing service to our customers; CSRs play a critical role in ensuring work is secured for our technicians. Help the customer and reinforce the value and urgency of securing scheduling for the customer needs.
 

Seek Additional Opportunities by Following the Script: Customers call us for a reason and while we focus on addressing that reason, CSRs add value to the call by presenting additional opportunities to the customer through Cross Scheduling and informing them of our membership program. Following the core structure of provided scripting on every call builds appeal in the customer working with our organization.
 

Answer The Question Asked, Probe and Provide Details with Due Diligence: Listen to the customer, ask clarifying questions, probe for information, restate the problem, and acknowledge the customer’s concern before acting. Never presume, even when the circumstances seem common or familiar. After answering and when appropriate, anticipate related issues or follow-up topics the customer may not have considered. Use your resources. Follow processes accurately while providing clear & concise notations. The extra effort may prevent future frustration and help set up the technician for success.
 

Identify The Underlying Issue: We book jobs, but we are also the starting point to resolve unexpected issues. When the customer presents their concern, ask yourself: What is happening, why did it happen, and what needs to be done to solve it? Knowing the root cause allows a CSR to not only to find the best solution in the moment but also helps us identify systemic problems that may impact other customers.
 

Show Integrity, Be Forthright and Genuine: The purpose of our role is not to simply get past contact but to truly serve the customer’s needs. Approach every contact with patient confidence, with honestly and integrity, while displaying empathy and reassurance… even when the outcome may not be what the customer expects or anticipates. Good or Bad.
 

Recognize Trends and Escalate Defects: A small change can have a big impact. View every customer contact as an opportunity for us to improve. There is a reason behind a customer contacting us, albeit small & simple or large & complex… there is an opportunity for us to act to help that customer, but also to impart improvements that prevent repetition of non-booking related concerns.
 

Take Ownership: Set Reasonable Expectations, Commit, and Follow Through: Commit to taking ownership and accountability on behalf of the customer until the issue is fully resolved. Book the job or solve the problem. This may happen on a single interaction and requires additional effort to escalate to resolution. Set timely, while reasonable, expectations that can be achieved. Follow up and follow through until you are confident you have realized the commitment made through the actions you’ve taken.
 

Keep It Simple and Reduce the Customer’s Effort: Consider the issue and provide multiple options (if available) to give the customer flexibility. When necessary, take the burden off the customer. Restate the concern they’ve raised, look around corners for issues they haven’t considered, and always ask if there is anything else they need assistance with.