The Small Pause That Changes a Conversation
The Small Pause That Changes a Conversation On a service call, most people focus on what to say. They think about the right questions, the...
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If Service Calls Were Traffic, Where Are Your Bottlenecks?
If Service Calls Were Traffic, Where Are Your Bottlenecks? Running a service business can feel a lot like managing traffic. On a calm day,...
What Makes a Call Feel ‘Easy’ for Both Sides
What Makes a Call Feel “Easy” for Both Sides Some service calls feel smooth from start to finish. The customer explains the problem clearly....
The Most Misunderstood Words Customers Use on the Phone
The Most Misunderstood Words Customers Use on the Phone When customers call a service business, they often use simple words to describe...
Why Customers Sound Different When They Call
Why Customers Sound Different When They Call When a customer calls a service business, they are not all the same. Some sound calm. Some...
The Communication Gap Between Office and Field Workers
The Communication Gap Between Office and Field Workers Many service businesses depend on two groups of people working together every day:...
The Busy Season Survival Guide for Service Businesses
The Busy Season Survival Guide for Service Businesses Every service business experiences a busy season. For HVAC companies it may be extreme...
How to Train New Staff to Handle Service Calls the Right Way
How to Train New Staff to Handle Service Calls the Right Way For many Canadian service businesses, the phone is the first point of contact...
The Three Types of Calls Every Service Business Should Track
The Three Types of Calls Every Service Business Should Track Many Canadian service businesses deal with a steady flow of calls every day....