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Episode 170

3/28/24

Topic: Say THIS, Not THAT: Mastering Customer Phone Calls

Guest: Margaret Garcia, President, Grit PPO



In this episode we discuss:

  • 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:

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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