Improve Call Handling Skills: The Power of AI and Continuous Learning [RR 1015]

Remarkable Results Radio Podcast

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network

David Boyd discusses the critical importance of call handling and customer communication, offering valuable insights on setting clear expectations and fostering a supportive training environment. Learn how modern technology can elevate customer service interactions, boost conversion rates, and drive sales growth. Plus, gain practical tips for introducing call analysis to your service advisors for measurable improvements.

David Boyd, Inbound INC.

Show Notes

• Watch Full Video Episode
• Institute Summit, February 6th-8th, 2025, in Amelia Island, Florida: https://www.wearetheinstitute.com/summit
• Call Handling Process (00:02:14)
• Continuous Education vs. Training (00:04:25)
• Understanding Customer Communication (00:05:38)
• Conversion Rates and Call Handling (00:07:42)
• Complacency in Communication (00:09:10)
• Sentiment Analysis (00:09:37)
• Predictive Indicators (00:11:16)
• Coaching Service Advisors (00:12:42)
• Using Transcripts for Review (00:14:33)
• Talk Time Metrics (00:15:51)
• The Importance of Asking for Sales (00:20:08)
• Encouraging Customer Engagement (00:20:27)
• Shifting Mindsets to 'Say Yes' (00:21:09)
• Client Advocate Concept (00:22:25)
• Utilizing Coaching and Training (00:24:08)
• Time Efficiency in Call Coaching (00:25:05)
• First Impressions Matter (00:28:16)
• Impact of Communication on Sales Growth (00:29:36)
• Digital Communication Platforms (00:31:02)
• Business Continuity Planning (00:32:39)
• Technology's Role in Customer Relationships (00:34:31)
• Understanding Call Handling Expectations (00:35:42)
• Emotional Overtones in Feedback (00:36:39)
• Creating Training Opportunities (00:36:56)
• Defining Success in Call Handling (00:37:32)

Thanks to our Partners, AAPEX, NAPA TRACS, and Automotive Management Network Set your sights on Las Vegas in 2025. Mark your calendar now … November 4th-6th, 2025. AAPEX - Now more than ever. https://www.aapexshow.com/ NAPA TRACS will move your shop into the SMS fast lane with onsite training and six days a week of support and local representation. Find NAPA TRACS on the Web at http://napatracs.com/ Get ready to grow your business with the Automotive Management Network: Find on the Web at http://AftermarketManagementNetwork.com for information that can help you move your business ahead and for the free and informative http://LaborRateTracker.com Connect with the Podcast: -The Aftermarket Radio Network: https://aftermarketradionetwork.com -Follow on Facebook: https://www.facebook.com/RemarkableResultsRadioPodcast/ -Join Our Private Facebook Community: https://www.facebook.com/groups/1734687266778976 -Join Our Virtual Toastmasters Club: https://remarkableresults.biz/toastmasters -Subscribe on YouTube: https://www.youtube.com/carmcapriotto -Follow on LinkedIn: https://www.linkedin.com/in/carmcapriotto/ -Follow on Instagram: https://www.instagram.com/remarkableresultsradiopodcast/ -Follow on X: https://twitter.com/RResultsBiz -Visit the Website: https://remarkableresults.biz/ -Join our Insider List: https://remarkableresults.biz/insider -All books mentioned on our podcasts: https://remarkableresults.biz/books -Our Classroom page for personal or team learning: https://remarkableresults.biz/classroom -Buy Me a Coffee: https://www.buymeacoffee.com/carm -Special episode collections: https://remarkableresults.biz/collections The Aftermarket Radio Network: https://aftermarketradionetwork.com/ Remarkable Results Radio Podcast with Carm Capriotto: Advancing the Aftermarket by Facilitating Wisdom Through Story Telling and Open Discussion. https://remarkableresults.biz/ Diagnosing the Aftermarket A to Z with Matt Fanslow: From Diagnostics to Metallica and Mental Health, Matt Fanslow is Lifting the Hood on Life. https://mattfanslow.captivate.fm/ Business by the Numbers with Hunt Demarest: Understand the Numbers of Your Business with CPA Hunt Demarest. https://huntdemarest.captivate.fm/ The Auto Repair Marketing Podcast with Kim and Brian Walker: Marketing Experts Brian & Kim Walker Work with Shop Owners to Take it to the Next Level. https://autorepairmarketing.captivate.fm/ The Weekly Blitz with Chris Cotton: Weekly Inspiration with Business Coach Chris Cotton from AutoFix - Auto Shop Coaching. https://chriscotton.captivate.fm/ Speak Up! Effective Communication with Craig O'Neill: Develop Interpersonal and Professional Communication Skills when Speaking to Audiences of Any Size. https://craigoneill.captivate.fm/