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Ask the Experts
Author: Thomas Christian | Digital Marketing Coordinator at EGIA & OPTIMUS | July 30th, 2024

How to Keep CSRs Motivated

This week on ‘Ask the Experts,’ an HVAC Contractor in Wisconsin asked:

“I need to know how to keep CSRs motivated to deliver excellent customer service everytime.”

Brigham Dickinson of Power Selling Pros explained that motivation is simply a part of training.

“You train them,” began Dickinson. “You can look at it any way you want but it doesn’t make it any less true.”

According to Dickinson, new CSRs are typically raw and not ready to actually perform, even if they are a good candidate. Being a good CSR means following a company’s protocol for booking leads correctly, and a new hire can only learn this by being trained.

Dickinson continued, saying that after a few training sessions CSRs typically feel much more confident in their abilities and will thus do a better job. “They walk out feeling valued and reassured.”

The founder and president of Power Selling Pros, Brigham Dickinson is a renowned name in the home services industry. Brigham, an EGIA Contractor University faculty member, is a leading authority on customer service and call-handling, and how they can drive sales within an organization.

Our faculty members have also answered questions on other topics related to system sales, including Training Techs in Customer Service and How to Get Staff to Fight for Customers.

Hear more from our “Ask The Experts” faculty members on “Cracking The Code,” our weekly web series.

Contractor University members can click here to log in to their member dashboard and submit a question through the Ask the Expert portal.