As the weather cools down, you can expect more frequent customer interactions between oil orders, service requests, price quotes, and more. When your employees speak with customers, there’s always a chance that the customer will ask a difficult question. Are you confident that your customer service representatives (CSRs) are prepared to rise to the challenge and provide an answer that accurately represents your brand and measures you’ll take to satisfy your customers? If you aren’t 100% positive that every CSR can deliver a satisfactory answer to tricky questions, keep reading this blog post for tips on how to get them there.
Addressing Difficult Questions
Your residential and commercial customers alike are strapped for cash this season—with inflation higher than it has been in years[1], fuel prices volatile from the conflict in Ukraine, and winter right around the corner, your customers are on edge. This prompts them to ask questions they may normally not bother, such as “Why do you charge me so much for fuel?”
Customers don’t always know that fuel prices are out of your control—but even so, they expect you to promote how you’re reducing fuel prices the best you can. They want to know you’re efficiently planning your delivery routes, using drivers’ time wisely, and optimizing in-house operation costs. Successfully communicating these details will prevent your hard-earned customers from shopping around this fall.
Related Post: Marketing Enrollment Plans while Fuel Prices Surge
Upgrade Your Customer Service Representative Training through Consumer Focus
Consumer Focus Marketing is proud to provide workforce development and training, CSR training, and other educational opportunities that will prepare your team for the upcoming fuel delivery season. Our training modules include:
- Pricing questions
- Value of full-service providers
- Value of service plans
- Why upgrading equipment makes sense
- Incentive plans for CSRs
- How to respond to gas conversion calls
Benefits of Training with Our Team of Experts
When was the last time you had formal training for your CSRs? Do you monitor your calls and what is being said? Do you offer coaching in a meaningful, consistent way? Consumer Focus’s training allows you and your CSRs to provide consistent, correct answers to customer inquiries, act appropriately on sales opportunities, retain your customers, and have better morale as they are equipped to take good care of people who come to them with questions about their fueling.
Ready to take action? Get in touch with us so we know where you’re starting from—then we can develop a purposeful and strategic plan to get your CSRs to the next level, answering with ease any difficult customer questions that may come their way.
[1] https://www.usinflationcalculator.com/inflation/current-inflation-rates/