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Here’s a question you’ve probably pondered before.

Do your technicians, laborers, and field staff excel at customer service?

Do they know how to build rapport? De-escalate an angry customer? Can they upsell and bring in more revenue for the company?

The fact is, whether you like it or not, your reputation, and the success of your business, depends on the people you have out on the front lines.

Our guest on the show today is Mark Matteson. He’s a personal development speaker and author of 6 books, including his best-seller Freedom From Fear.

Before the big stages, though, Mark spent the first half of his career in the field as an HVAC tech and salesperson. He translated those formative years into a customer service excellence curriculum he teaches to many of the biggest HVAC companies on the continent.

And today he’s going to teach us how to get our whole team aligned around providing exceptional customer service at every stage of the buyer journey.

Episode Highlights:

Hear from Mark Matteson, HVAC tech and sales rep turned personal development speaker and best-selling author of Freedom From Fear, about the importance of embedding customer service excellence into every part of your business.
Get a walkthrough of the customer service excellence curriculum Mark teaches to many of the biggest HVAC companies in North America.
Learn how to recognize and let go of the fears holding you back in business and in life.

00:00 - Intro
01:48 - About Mark
05:10 - About Mark's Customer Service Excellence Curriculum
10:27 - Customer Service Soft Skills
19:01 - Dealing with Angry Customers
26:02 - Upselling Services
34:34 - Motivating Apathetic Techs
42:32 - Personal Development for Staff
49:55 - Freedom from Fear
58:20 - Strategies for Coping with Fear

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