3/28/24
Topic: Say THIS, Not THAT: Mastering Customer Phone Calls
Guest: Margaret Garcia, President, Grit PPO
In this episode we discuss:
Our sponsors Coalmarch by Workwave and PestSure
PMP Industry Insiders Peer Groups
How the title of this episode reminds Donnie of the Black Sheep song "The Choice Is Yours"
Margaret's background and how she came to found Grit PPO (pest process outsourcing)
What is call flow (introduction, collect/confirm demographics, ask probing questions, present a need-based solution, closing) and why it's important
Two crucial times in pest control customer service
The problem with "How can I help you?" and how to take control of the call
"Brain food" words and the difference between "I'm sorry" and "I apologize"
The five forbidden phrases in customer service
"No"
"I don't know"
"Hang on a sec"
"You'll want to..."
"We don't"
More words to replace in your vocabulary
The power of call scripts and practice
Resources mentioned:
Training program Margaret offers: "The Art of the Phone Call"
Notable: "How you answer the phone is what your customers remember about your company and your brand." —Margaret Garcia, Grit PPO
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