When a prospect or customer calls your pest control business to schedule service, what’s their first impression? Are they greeted by a friendly and knowledgeable rep, or are they left waiting as reps scramble to find their account information? Unfortunately, employees are often improperly trained or not provided with the tools needed to provide a 5-star customer experience.
The first phone call a prospect makes is their first direct contact with your business, the impression made will be vital to future success. It sets the tone for the quality of service that customer expects from your business. If it’s unpleasant, the scenario can play out in one of two ways:
70% of buying experiences are based on how the customer feels they are being treated. – McKinsey
How To Improve Your Customers’ Experience
You may be wondering what you can do to make a better first impression with prospects and customers alike. It’s easier than you think!
Train Your Employees
When bringing new employees onboard, rather than just walking them through the day-to-day tasks they have to accomplish, make sure they have a good understanding of the following:
- Services offered
- Expectations (how they present themselves over the phone and/or in-person)
- Your business’ culture and mission
TIP: Put together formalized training documentation to help keep your message consistent across the company.
Integrate Tools or Software
Provide your employees with the tools they need to succeed – cut down on hold times, eliminate the need to search for an account when a customer calls in, and capture every inbound phone number – ultimately resulting in more leads.
PestPac integrates with one of the lead phone service providers –Altigen. When a customer calls into your business, their account details instantly “pops up” on the computer screen when the call is answered. The system verifies the account, without you having to ask a single question! Customers will be impressed that your customer service rep knows their account details and service history immediately.
In addition to providing an improved customer experience, AltiGen instantly captures call-back numbers, eliminating lost leads and preventing customer follow ups from getting lost in the shuffle.
Happy customers lead to retention and referrals. Don’t let poor phone etiquette and inadequate software drive leads away. Ready to take the first step towards providing better customer service? Contact us today!