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HBO and The Ringer's Bill Simmons hosts the most downloaded sports podcast of all time, with a rotating crew of celebrities, athletes, and media staples, as well as mainstays like Cousin Sal, Joe House, and a slew of other friends and family members who always happen to be suspiciously available.
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In this episode, Michael Doherty talks about how to turn transactional phone calls into valuable opportunities for customer connection. Michael emphasizes the importance of showing empathy when prospects call with concerns, like a broken AC during a heat wave. He also emphasizes the importance of asking qualifying questions to fully understand the customer's issue, rather than immediately providing price quotes. Finally, Michael emphasizes the importance of setting clear expectations about the diagnostic process, ensuring customers understand what they're getting for their money, and building trust from the very first call.
00:00 Phone Call: AC Recharge Inquiry
03:54 "Empathy in Customer Service Calls"
07:24 Effective Communication in Vehicle Troubleshooting
09:57 Manage Customer Expectations on HVAC Issues
13:22 Building Customer Confidence in Service
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