Customer Service

Troubleshooting CustomerService

A Job Goes Wrong: What to Say in the First Five Minutes Decision Tree

Troubleshooting CustomerService

A Fair Complaint vs an Unreasonable One: A Decision Tree

Troubleshooting CustomerService

A Customer Demands More Than What's Reasonable: Decision Tree

Troubleshooting CustomerService

A Competitor Gets Called In to Fix Your Mistake: A Decision Tree

Reference CustomerService

Your Body Language at the Door: First Impression

Reference CustomerService

Working With Elderly Customers Reference

HVAC · Plumbing · Electrical · Roofing · Garage Door · Appliance Repair · Cleaning · Lawn Care · Pool Service · Pest Control · Carpet Cleaning

Reference CustomerService

Working With a Dog or Kid Underfoot

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Working in Occupied Homes Reference

HVAC · Plumbing · Electrical · Roofing · Garage Door · Appliance Repair · Cleaning · Lawn Care · Pool Service · Pest Control · Carpet Cleaning

Reference CustomerService

Working Around Customer Pets Reference

HVAC · Plumbing · Electrical · Roofing · Garage Door · Appliance Repair · Cleaning · Lawn Care · Pool Service · Pest Control · Carpet Cleaning

Reference CustomerService

When the Customer Is Right and You Were Wrong

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When a Customer Cannot Be Won Back, and That's Okay

Reference CustomerService

What to Document the Moment a Job Goes Sideways

Reference CustomerService

What Not to Say to a Customer

Reference CustomerService

What a Genuine Apology Sounds Like Versus a Scripted One

Reference CustomerService

Tone of Voice: How You Say It Matters

Reference CustomerService

The Tone That Turns an Angry Call Into a Resolved One

Reference CustomerService

The Service Recovery Conversation That Rebuilds Trust

Reference CustomerService

The Recovery That Turns an Angry Customer Into a Referral Source

Reference CustomerService

The Pause: Letting Silence Do the Work

Reference CustomerService

The Make-Good That Costs Little But Means a Lot

Reference CustomerService

The Line Between Good Customer Service and Being Taken Advantage Of

Reference CustomerService

The Internal Debrief After a Recovery So It Doesn't Happen Again

Reference CustomerService

The Haggler Who Negotiates Everything

Reference CustomerService

The Follow-Up Call After a Recovery That Seals the Trust

Reference CustomerService

The Difference Between a Refund, a Redo, and a Discount

Reference CustomerService

The Customer Who Won't Let You Leave

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The Customer Who Watches Every Move

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The Customer Who Wants the Last Guy Blamed

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The Customer Who Tried It Themselves First

Reference CustomerService

The Apology You Write vs the One You Say