Customer Service Training

Does good customer service take longer? One analysis of 29,000+ calls says no. This data comes from a research project I did with Balto. More than 29k calls were analyzed to see how customer sentiment changed over the course of the call. One thing that jumped out was handle time. There was virtually no difference in handle time if the agent made the customer happier by the end of the call vs keeping them neutral. Calls took 26% longer when agents made customers feel worse. The biggest difference? Active listening. Agents asked far more questions per call when sentiment increased (18.5 vs. 13.9). They used listening skills to better understand the customer's needs, empathize, and earn the right to quickly move to solutions. Please don't take my word for it. Run the numbers on your own contact center. Do you see a similar pattern?

Many sellers inadvertently lower their status with their "rapport building". Want your prospect to actually respect you? Try this approach: The easiest way to earn your prospect's respect and get them to "like" you: 1. Show you respect their time 2. Show you know their business 3. Show you're prepared for the call To accomplish all 3, our team follows the 𝟵𝟬 𝘀𝗲𝗰𝗼𝗻𝗱 𝗿𝘂𝗹𝗲 in sales meetings: In the first 1.5 mins of the call, say something that SHOWS we prepped for the meeting and know their business. Examples: 1. For our newsletter sponsorships, we might comment on a new product feature they just released: "𝘐 𝘸𝘢𝘴 𝘱𝘳𝘦𝘱𝘱𝘪𝘯𝘨 𝘧𝘰𝘳 𝘵𝘩𝘪𝘴 𝘢𝘯𝘥 𝘴𝘢𝘸 𝘵𝘩𝘦 𝘯𝘦𝘸𝘴 𝘢𝘣𝘰𝘶𝘵 𝘵𝘩𝘦 𝘭𝘢𝘶𝘯𝘤𝘩 𝘰𝘧 𝘵𝘩𝘦 𝘢𝘶𝘵𝘰-𝘦𝘯𝘳𝘪𝘤𝘩𝘮𝘦𝘯𝘵 𝘧𝘦𝘢𝘵𝘶𝘳𝘦 - 𝘵𝘩𝘢𝘵'𝘴 𝘢𝘸𝘦𝘴𝘰𝘮𝘦. 𝘏𝘰𝘸'𝘥 𝘭𝘢𝘶𝘯𝘤𝘩 𝘨𝘰?" ^This is likely something they'd want to promote in a newsletter -- 2. For our Club Pass sales training program, we'll might comment on something we read on a job posting for an AE: "𝘋𝘢𝘯, 𝘐 𝘸𝘢𝘴 𝘳𝘦𝘢𝘥𝘪𝘯𝘨 𝘵𝘩𝘦 𝘰𝘱𝘦𝘯 𝘑𝘋 𝘺𝘰𝘶 𝘢𝘭𝘭 𝘩𝘢𝘷𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘌𝘕𝘛 𝘈𝘌 𝘱𝘰𝘴𝘪𝘵𝘪𝘰𝘯. 𝘗𝘳𝘦𝘵𝘵𝘺 𝘤𝘰𝘰𝘭 𝘵𝘰 𝘴𝘦𝘦 𝘺𝘰𝘶'𝘳𝘦 𝘭𝘰𝘰𝘬𝘪𝘯𝘨 𝘵𝘰 𝘦𝘹𝘱𝘢𝘯𝘥 𝘪𝘯𝘵𝘰 𝘥𝘪𝘧𝘧𝘦𝘳𝘦𝘯𝘵 𝘷𝘦𝘳𝘵𝘪𝘤𝘢𝘭𝘴 𝘣𝘦𝘺𝘰𝘯𝘥 𝘫𝘶𝘴𝘵 𝘴𝘦𝘯𝘪𝘰𝘳 𝘭𝘪𝘷𝘪𝘯𝘨 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘵𝘪𝘦𝘴. 𝘏𝘰𝘸'𝘴 𝘵𝘩𝘢𝘵 𝘨𝘰𝘪𝘯𝘨?" ^Selling into new verticals often leads to VPs wanting to upskill their teams. -- Done right, you differentiate yourself from every other crummy sales call they've taken this quarter AND get a chance to feel out how much they care about the thing you called out. If I get a lackluster response about the new feature release...I know that's probably not something they're going to want to promote in the newsletter, and I know not to waste time asking more about it! Don't waste everyone's time attempting to schmooze about the cold weather in Toldeo in an obvious attempt to butter 'em up...instead, find ways to demonstrate credibility and your calls will kick off so much smoother.

Taking control of a sales call isn’t rude. It’s leadership. One rep I coach dreaded calls with a talkative partner who filled every silence.  They left each meeting drained and no closer to a decision. So we practiced one shift.  Acknowledge. Redirect. Lead. “Great point, Kurt. Amy, I’d love your perspective on that.” That simple move changed everything.  The right person started talking.  The wrong person talked less.  The rep looked like a leader. Control isn’t about overpowering.  It’s about guiding the conversation with purpose so everyone’s time moves the deal forward. Leaders don’t wait for the room to balance itself. They create balance. How do you lead your calls when the conversation starts to drift? 

The call is not the skill. The call is made up of 10s of individual skills. But then when it comes to practice… We have real practice the WHOLE call. This is not how you develop skills. Or even worse. Your reps aren’t practicing with you… Your reps have been practicing on your customers this whole time. So when it comes to practice and feedback remember. The discovery call is not the skill. The QBR is not the skill. The onboarding is not the skill. There are skills WITHIN those calls. And if you're practicing the whole call — your reps only get one repetition per session. That's not skill development. That's a slow crawl. Here's the shift: Chunk it down. Pick ONE skill. Set the context, who they're talking to, where the deal is, what's already been said. Then practice JUST that. If I'm working with a rep on second-layer questions, we're not running a full mock call. We're running the moment. Five times. Then ten. That's where skill actually forms. Y'all want to know why your reps go into calls and forget the playbook? Because you're trying to remember everything at once. And so are they. One skill at a time. High repetition. With feedback limited to 1-3 things max. If you're giving feedback on filler words before the rep has mastered pain connection — your priorities are backwards. Pick the most important thing. Build that. Move to the next. That's the mechanical difference between a team that gets better and a team that stays stuck. Skills scale. Master the skills and watch results fly

Have you ever found yourself trapped on a call with a customer who just won't accept your answer? You've explained the policy three times, but they're still there, pushing back, asking the same questions, and your call queue keeps growing. I recently worked with a utility company facing this exact challenge. Their agents were stuck on calls for nearly 20 minutes when delivering unwelcome news about debt payments. Customers would get shocked, ask multiple clarifying questions, escalate emotionally, and demand supervisors. Sound familiar? Here's what changed everything: strategic word choice through psychological priming. Instead of saying: "The debt is attached to the meter, regardless of who accrued the debt. ABC Utility won't turn on water until the bill is paid." We rewrote it as: "As a solution, I have two suggestions. First, you need to talk to your landlord, tell them there's a debt on the meter and that you can't turn on water service. See if they'll work something out for you. The second option, and I would do this immediately, is look carefully at your lease to see if there's any clause that protects you in this situation." Notice the difference? Every word was intentionally chosen to guide the customer's response. The results were remarkable. Average call times dropped from 19 minutes and 38 seconds to under 5 minutes. That's a 75% reduction simply by changing how we communicated the same information. The key primers that made this work: "Solution" and "suggestions" made customers feel supported, not rejected "You need to talk to your landlord" directly guided them to disconnect and contact someone who could actually help "Immediately" created urgency to take action "Protects you" reinforced that we were on their side This isn't about manipulation. It's about using language that naturally guides people toward productive outcomes while preserving the relationship. Remember, when customers aren't accepting your word as final, it's often not what you're saying - it's how you're saying it. The right words can transform resistance into cooperation. Would you be interested in more psychological tips for conversation control?

Ever wonder what separates a good call from a great one? Here are the 8 essential techniques that transform conversations, even the tough ones. 1. Lead with Empathy, Always. -> It’s more than a nice-to-have—starting with empathy puts clients at ease, even under stress. Pausing and listening carefully signals that you’re genuinely invested in their needs. 2. Smile, Even if They Can’t See You. -> It might sound odd, but smiling on calls changes your tone. It adds warmth to your voice and often softens the conversation, even in difficult situations. Clients can “hear” that smile, and it works wonders! 3. Match Their Pace—Naturally. -> When you align your speech with the client’s speed, the call flows better. It’s subtle, but mirroring their pace and energy shows you’re in sync, building trust faster. 4. Use Strategic Pauses to Let Points Sink In. -> Sometimes, saying less speaks volumes. A brief pause emphasizes key points, giving clients a moment to process. It’s a game-changer for clarity. 5. Stick to Short Sentences. -> Short sentences are clear and powerful, especially for complex topics. Avoid filler words like "um" or "like" by practicing pauses and recording yourself to track improvements. 6. End with Calm Confidence. -> A calm close leaves a lasting impression. It shows confidence and signals that you’re both engaged and attentive right to the end, even in high-stakes calls. 7. Emphasize Key Points Naturally. -> Pausing before and after critical points highlights your message without sounding rehearsed. This technique works in training, presentations, and even public speaking. 8. Friendly Tone, Lasting Connection. -> People respond to warmth, especially on first calls. A friendly tone opens the door to a real conversation, turning a typical call into a memorable experience. Each of these strategies can turn calls into meaningful connections, creating a solid foundation for long-term relationships. Give them a try and see the difference in your next client conversation! #CustomerSuccess #SalesTips #EffectiveCommunication

How to Prepare for Client Calls Like a Pro Let me tell you a quick story.😅😅 The first time I had a client call, I was excited, but completely unprepared. Midway, they asked: "How can you help my business?" I froze. The silence was awkward, and I gave a very vague answer. Well, let's just say I lost that client. Since then, I’ve learned that preparation is EVERYTHING for a successful call. Here’s what I do differently now: 1️⃣ Research Thoroughly ✔️ Understand their business and industry. ✔️ Learn about their customers. ✔️ Identify possible challenges. A quick visit to their website or LinkedIn can reveal so much. Knowledge makes you confident. 2️⃣ Define Clear Goals Ask yourself: “What’s my goal for this call?” ✔️ Uncover pain points? ✔️ Showcase expertise? ✔️ Close the deal? Clarity keeps the call focused and impactful. 3️⃣ Prepare Thoughtful Questions Great questions show you care. Examples: ✔️ “What’s your biggest challenge?” ✔️ “What outcome do you want?” ✔️ “Have you worked with someone like me?” These build trust and spark meaningful conversations. 4️⃣ Highlight Your Value ✔️ Share past successes that relate to their needs. ✔️ Be specific about the value you bring. ✔️ Focus on solving their problems. It’s not about listing skills but showing how you can help. 5️⃣ Test Your Tech ✔️ Check your internet and audio. ✔️ Test your camera setup. ✔️ Ensure a clean, distraction-free background. Tech hiccups can ruin your first impression. 6️⃣ Plan the Follow-Up End the call with clear next steps. ✔️ Will you send a proposal? ✔️ Follow up with an email? ✔️ Share additional resources? This shows you’re organized and professional. Pro Tip: Stay calm, smile, and actively listen. Client calls are about connection, not just sales. With these steps, you’ll exude confidence, and your clients will notice. What’s your go-to prep strategy? Drop it in the comments, I’d love to hear it! And don’t forget to share this post, someone else might need these tips for their next call! Follow Blessing for insights on Virtual Assistants, Workflow automation and Productivity tips and tricks 💥 ps: If tomatoes are technically a fruit, does that make ketchup a smoothie?🤔🤔 I have been thinking.

I've had 15 sales calls so far this week. 13 of them have yielded a concrete next step that progressed the deal cycle. How? I use The 5 Minute Drill I learned from Nick Cegelski and Armand Farrokh. When there's 5 minutes left on the call, no matter how far we've gotten, I stop and get a few key pieces of info: 1. 𝐃𝐨 𝐲𝐨𝐮 𝐰𝐚𝐧𝐭 𝐭𝐡𝐢𝐬? 2. 𝐖𝐡𝐞𝐧 𝐝𝐨 𝐲𝐨𝐮 𝐰𝐚𝐧𝐭 𝐢𝐭? 3. 𝐇𝐨𝐰 𝐝𝐨 𝐲𝐨𝐮 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐛𝐮𝐲 𝐢𝐭? Here's what each step is and how it sounds: 1. 𝐃𝐨 𝐲𝐨𝐮 𝐰𝐚𝐧𝐭 𝐭𝐡𝐢𝐬? What it is: Before we get ahead of ourselves, I need to know if this person even believes we are the right fit. I am usually not asking for a purchase decision here (although sometimes I am.) How it sounds: "Nick, it sounds like we may have a fit here, but I don't want to make any assumptions. Before we get into next steps, do you feel like this could solve the problems and help achieve the outcomes you laid out earlier?" 2. 𝐖𝐡𝐞𝐧 𝐝𝐨 𝐲𝐨𝐮 𝐰𝐚𝐧𝐭 𝐢𝐭? What it is: When does this business want my solution to be LIVE? This allows us to backwards-plan a purchase date and drive urgency without being salesy or weird. How it sounds: "Assuming we can get everyone onboard and get to a purchase, when would you want to actually start using this?" 3. 𝐇𝐨𝐰 𝐝𝐨 𝐲𝐨𝐮 𝐰𝐚𝐧𝐭 𝐭𝐨 𝐛𝐮𝐲 𝐢𝐭? What it is: This is where we lock in our next step. Who else needs to weigh in? How can I equip the person on this call to sell this internally? When (on the calendar) are we doing it? IMPORTANT: I am always ready to make a recommendation on what I think the best next step is. I don't rely on prospects to know this. I need to be the expert in my deal cycle, so I don't want to outsource my job to my prospects. How it sounds: "Are you open to a thought on next step? Typically it helps to have some numbers about an expected impact when you talk about Club Pass with your leaders. I'd be happy to put together a light business case we could review together next week." I see all the time that you need to get a next step locked in after every call, but for the longest time I had no idea how to do that. This has helped tremendously. #Sales

Every Sunday, I listen to our sales team’s cold calls. Not for connect rates or how many dials they made. I do it because the real signals, the ones that matter are in the calls themselves. Not in the dashboard. Not in a spreadsheet. It’s not about sounding polished or saying the “right thing.” It’s about how someone shows up. How they carry themselves. Whether they sound like they care. Here’s what I listen for… 1. Tone Does it sound like there’s a reason for the call? Or does it feel like another scripted pitch? Great reps sound intentional, not robotic. 2. Listening skills The best callers actually listen. They don’t bulldoze through objections with pre-baked responses. They pause, process, and respond with relevance. 3. Sense of humour If you can make someone on the other end smile, even for a second, the whole conversation shifts. It’s not a sales call anymore, it’s just two people talking. 4. Product knowledge You can’t fake this. The best reps actually understand what we’re selling, how it works, and why it matters. That kind of confidence lands differently. 5. The offer A cold call is not a discovery. It’s not a demo. It needs to end with a clear, useful next step. A founder meeting. Something with value. 6. Confidence It’s the foundation. Great callers believe in themselves and you can hear it. There’s no hesitation, no second-guessing. They back themselves. 7. Fearlessness They don’t flinch when someone says no. They don’t shrink when someone’s rude. They just move on and make the next call better. 8. Proof points You only have a minute or two. The top reps can drop in a sharp customer story that’s relevant and memorable. It sticks more than any feature list ever will. 9. They don’t stop It’s not about doing 100 dials and calling it a day. It’s about getting the meeting. The best reps don’t stop until they do. 10. Variety They don’t treat every call the same. They open with curiosity, not a script. They adapt to the mood and pace of the person who picks up. And yeah, the best callers have fun. You can hear it. They enjoy the work. They’re curious, sharp, and a little bit cheeky. That’s what cuts through. So I’ll keep reviewing calls every Sunday. Because the best cold calls don’t feel cold at all. They feel like conversations people actually want to have.

🎧 𝗪𝗲𝗹𝗰𝗼𝗺𝗲 𝘁𝗼 𝗧𝗵𝗲 𝗚𝗿𝗼𝘂𝗽 𝗗𝗲𝗻𝘁𝗶𝘀𝘁𝗿𝘆 𝗡𝗼𝘄 𝗦𝗵𝗼𝘄: 𝗧𝗵𝗲 𝗩𝗼𝗶𝗰𝗲 𝗼𝗳 𝘁𝗵𝗲 𝗗𝗦𝗢 𝗜𝗻𝗱𝘂𝘀𝘁𝗿𝘆. 𝗥𝗮𝗻𝗸𝗲𝗱 𝘁𝗵𝗲 #𝟭 𝗗𝗦𝗢 𝗣𝗼𝗱𝗰𝗮𝘀𝘁! We dive into the pressing issue of the call conversion crisis in the dental industry with expert guest Traci Nervo, owner and CEO of Patient Flow Communications and Vice President of operations at VoiceStack. Traci shares her extensive experience in call center operations and discusses the importance of effectively converting inbound calls into appointments, especially in the realm of full arch and surgical dentistry. With alarming statistics indicating that 𝟮𝟳% 𝘁𝗼 𝟰𝟯% 𝗼𝗳 𝗶𝗻𝗯𝗼𝘂𝗻𝗱 𝗰𝗮𝗹𝗹𝘀 𝗮𝗿𝗲 𝗻𝗼𝘁 𝗰𝗼𝗻𝘃𝗲𝗿𝘁𝗶𝗻𝗴, Tracy sheds light on the challenges practices face and offers actionable strategies to improve call handling and conversion rates. Key topics include: ➡️ The emotional aspects of patient calls ➡️ AI-driven platforms enhancing call center operations ➡️ Essential KPIs to track for better call conversion ➡️ Tips for creating a standardized call process ➡️ Listen or watch: http://bit.ly/4oCblpA Whether you’re managing a dental practice or looking to improve your call handling processes, this episode is packed with valuable insights to help you navigate the call conversion crisis. #dso #dental #dentistry