408 – Mastering Call Handling Training: Strategies for Business Growth

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In today’s competitive business landscape, effective call handling training is crucial for maintaining customer satisfaction and driving sales. Our latest podcast episode with Brigham from PowerSellingPros dives deep into the importance of training your call handling team and the transformative impact it can have on your business. Whether you’re in HVAC, plumbing, or any other service industry, mastering call handling training can significantly boost your bottom line.

How PowerSellingPros Started: A Journey of Call Handling Excellence

Brigham, the founder of PowerSellingPros, shares insights into how his company started and evolved to become a leader in call handling training. PowerSellingPros specializes in providing one-on-one coaching for call handlers, using real phone calls to offer personalized feedback and training. This method ensures that habits are formed over time, leading to consistently excellent customer service.

Creating "Wow" Experiences for Customers

One of the key takeaways from the podcast is the importance of creating a “wow” experience for customers. Brigham emphasizes that the goal is not just to book calls but to leave a lasting impression on customers, making them feel valued and understood. This approach not only increases the likelihood of making a sale but also fosters customer loyalty.

Overcoming Challenges in Call Handling

Brigham also discusses the challenges businesses face when transitioning from relying on word-of-mouth referrals to handling cold leads generated through digital marketing efforts. He highlights the need for a well-trained call handling team to manage these leads effectively. Call handlers must be trained to maintain a positive attitude, show confidence, actively listen, and demonstrate care to build trust with potential customers.

Consistency and Accountability in Training

Another critical aspect covered in the podcast is the significance of consistency in call handling training. Regular accountability and coaching sessions help call handlers develop and maintain the skills necessary to provide exceptional customer service. Brigham shares success stories from his clients, demonstrating how ongoing training can lead to significant improvements in call conversion rates and overall business performance.

Key Takeaways

  • Consistency is Key: Regular training and coaching sessions ensure call handlers develop and maintain the necessary skills.
  • Create “Wow” Experiences: Focus on making customers feel valued and understood to build trust and loyalty.
  • Positive Attitude and Confidence: Call handlers should maintain a positive attitude and show confidence to reassure customers.
  • Personalized Feedback: Use real phone calls for training to provide personalized feedback and address specific performance issues.
  • Environment of Safety, Comfort, and Fun: Creating this environment can significantly impact customer decisions and improve conversion rates.


Mastering call handling training is essential for any business aiming to improve customer satisfaction and drive sales. By implementing the strategies discussed in this podcast episode, businesses can create memorable customer experiences and foster long-term loyalty. If you’re ready to elevate your call handling team, consider the personalized and ongoing coaching offered by PowerSellingPros.

Ready to dive deeper into these topics? Don’t miss out on our full podcast episode with Brigham Dickinson. Click the button below to start listening!


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