CSR
What would you score a long time client with a working system for their anual maintenance call, homeowners are always available through zoom for these and go with the economy safety checkup on standby but pay for this in advance before call. They always try to use their warranty for their repairs.
Factor 1 (1. Working Great)
Factor 2 (5. Loyal Client)
Factor 3 (2. Standby)
Factor 4 (5. Pay now)
Factor 5 (3. Both available via zoom)
Factor 6 (2. Use Home Warranty)
Factor 7 (0. Question not answered)
Answer: 18/30 total
How many options should a professional technician create for clients?
6
Bonus for 100 points, how many would a rookie do?
How many jobs should dispatch at a time to one tech?
Only one at a time
What's most important?
1. Quality
2. Price
3. Service
4. Tiemframe
Timeframe
What is lip service?
Talking about it and not putting anything into action
What do you do when you proceed with a happy call and realize that the job was lost?
SCHEDULE ANOTHER SOLUTION SPECIALIST ASAP TO COMMUNICATE HIGHER VALUE
What are the 3 types of questions?
Leading Questions
Neutral Questions
Contrary Questions
Name at least 3 of the 15 Golden Rules
Create and provide daily gap log
Alert the techs when the dispatcher is leaving
The last dispatcher arranges the next day schedule
Respond don’t react to crisis
Check the schedule for delays & reschedules
Track tech hours on master time document
Techs only come when invited
Make sure that special order parts are scheduled
Get part numbers for next-day truck restock.
Dispatch high performers to the best calls
Limit the info dispatched to field staff
Protect schedule information from field staff
Give the next activity after the last call is debriefed.
Never rush techs on service calls
Dispatch only ONE activity at a time
How long does the average person take to make a choice when given options that are clear?
2.7 seconds
What's the most important?
How we do it
What we do
Why we do it
WHY we do it
Answer accordingly to this price objection “Can you match your competitor’s price?”
“If we lowered our price we have to cut corners on quality, safety or reliability. Is that what you really want?”
What are the four steps to finding a client code?
"Who found the problem"
"What did they say"
"What was that like"
"Magic Moment possibillity"
Who does the Dispatcher assign the Zero Tolerance for Turndown call to?
Describe what the rules of relationship are in a company.
Culture, Care, Respect & Support
Bonus extra 100 point
Who has to follow them?
What percentage upgraded when presented with the premium option first?
80%
What are the four types of concerns to look for when handling a customer concern?
Price/Value, Scheduling, Workmanship and Attitude.
For an extra 100 point what type of concern would be if a client said the tech that went out there was rude and didn't really know what they were doing. They didn't even really understand the options provided to them and they didn't even know how to answer any of the questions they had for them.
What are the four steps to creating a magic moment?
1. Create Moment
2. Praising the effort
3. Say How you feel
4. Say thank you
What is the first question you ask a tech when debriefing?
May I have the names and prices of all 6 options.
What are the Pure Motive Rules?
1. Client Must Want Service More Than You Do
2. My Ego Is Not My Amigo - Doing For Others
3. Serve Your Prototype Client
4. YOU must be Sold Before Client
5. Know The Reasons WHY You Do It
What are the 5 Pure Motive Values?
1. Quality and Reliability
2. Safety & Health
3. Customer Service Choices
4. Customer Relevant Solutions
5. Honesty even when it is not popular
Respond with a magic moment with this scenario:
When doing a happy call and proceeding to the customer concern script the client goes over what they went through when the tech was out there and said "If I would have known it was you guys who were calling I probably would have not even answered I was so frustrated when your guy was out here. But you seem like such a nice person I don't want to be rude because it's not your fault for what happened. First, he was here 2 hours late which alone had me upset because I paid the front of the line since I am tight with time. When he got here he kept going outside every 15 mins to smoke a cigarette which made him take even longer than it should have taken. When he was finally finished with everything he went to show me his findings and kept marking things off and saying he had to rewrite things. He wasn't even sure about the prices. I stayed in my home for 5 hours for this when it was suppose to be 2 hours max. I missed an entire day of work today for this. By the 10th time he had to go back and forth on things I just told him to leave."
Make sure they hit all 4 steps
What is a paradigm shift?
Life changing moments where you see things in a different way
What is the max amount of jobs you should schedule each tech?
Four
Name at least 3 priorities that CSR/Dispatch have in common.
Communication
Require Scripts
Keep info safe
Job Objectives
KPIs
Enviroments
What are the 5 parts of the Pure Motive Vision?
1. Customer Service Telephone Call Takers
2. Dispatchers Distributing Opportunities
3. Service Techs Diagnosis & Solving Issues
4. Service Advisors Engineering Solutions
5. Installers Executing Pure Motive Vision