Call Flow
What are the 6 E words in order?
Enthusiasm, Engage, Empathy, Encourage, Educate, Extra Mile
What is one E word you are going to increase your score on this year? What will you do to make that happen?
Choose an E word and set a goal!
If someone objects to our normal schedule, what is the first thing we offer them?
Urgency/Fast Track List
What is another way to say "diagnostic fee"?
Outline all the benefits of your current membership
Discounts, priority scheduling, plumbing, tune ups etc.
When we make an outbound call, what should we always do before saying the customer's name?
Introduce ourselves- say our name
What are 3 things NOT to say when expressing empathy?
At least, I'm sorry, I understand
After the FIRST time someone asks us for a price, what do we do?
Ask more questions
List 5 negative words we should never say
What are 3 questions we want to ask in a happy call?
What did you like/not like about your experience with us? How did you feel about working with your technician overall?
In what E word do we typically schedule the appt?
During ENCOURAGE
What is the main goal of every phone call?
Make the customer FEEL amazing, book the call, connect, provide a great customer experience
If someone asks us for a price the SECOND time, what do we do?
Create value, educate, and give them the price
What is another way to say "Unfortunately, we don't have pricing in the office?"
What I can do is schedule you our next available appt so that our service professional can go over all the pricing options with you after customizing a plan for repair/replacement. FOCUS ON WHAT YOU CAN DO!
How do you control a phone call?
You ask the questions!
What are 3 things we always want to say in our EDUCATE section? (refer to scorecard)
Share your goal, talk about your company awesomeness, and share expectations. After that, you can give them the price.
What are some ways to de-escalate an upset caller?
Ask more questions, let them vent, always follow the E words- Engage and Encourage
If someone pushes back to the price we give them, what do we do?
Throw a Hail Mary- offer a coupon, waive the diagnostic, save 10% with a membership etc
If someone asks you if they can purchase something off of Amazon and you install it, what is another way to say NO without actually saying NO?
What I can do is...
How many questions should we be asking in every call in our ENGAGE section? Why?
at least 3-5.
What are some examples of going the extra mile?
Why are there so many items on the scorecard? What is the reason behind all the details?
Small details make a BIG difference! The goal is to make customers FEEL like we are different, and the only way to do that is to do things differently.
If someone pushes back to the urgency list, what can we offer them?
Throw a Hail Mary- you can schedule a back up appointment and hold their spot, priority scheduling with a membership, offer after hours/emergency service call, or even create more value on why you're worth the wait
What is the reason for so much focus on our language? Why is it so important that we eliminate the negative words from our vocabulary and only use positive reinforcement?
What is one important thing to always do when rescheduling an appointment?
Never compare them to another customer!