Blog - Page 2 of 11

Customer Service Case Study Roll-Off

7 March 2022

Lori Miller- President of Tooty Inc.

Call #1– If an existing customer wants to rent a small dumpster for a clean out, what needs to be assessed and addressed?

Manager question: Our customer called asking for a 1/2yd dumpster. Said he currently has can services and previously had a container. He was interested in a container for short term use for a clean out. CSR assessed items he would have to dispose of and advised him we offer 1yd, 1.5yd, and 2yd containers. He said he would like to have a 1yd container. She reviewed with him the 90-day time frame, rental rates,

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Making Waves in Customer Service

29 October 2021

It is such an honor for us here at Tooty to interact with and listen to so many amazing customer service representatives each month. Whether we are making old fashioned secret shopper calls or evaluating recorded customer calls for our clients, we find some amazing experts who also love interacting with their customers.

Those who are bi-lingual representatives and switch from one language to another throughout their day are exceptional and I had the opportunity to showcase one of the best bi-lingual representatives in Canada during a recent presentation to sales and marketing students at Chicago-based

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Customer Feedback

25 June 2021

Can I share that we just LOVE the one-on-one coaching sessions we have with our customers’ representatives?! Whether it is someone who is brand new to the company or organization, someone being trained as a back-up person to customer service, or someone who is struggling and needs extra help, we strive to uplift and encourage each person while we teach and train.

Feedback from the field

T. Adams, Customer Support, New Orleans

Good day, leaders! I hope that you are having a wonderful day. I just wanted to share my last call with you. Our customer requested to cancel services due to pricing. I followed the Tooty Script and asked if she would share the quote with me and voila here it is! Thanks for excellent training. Our sales team is now equipped with valuable information to overcome any objections and continue servicing this customer.

N. Ritter Customer Service, Tennessee

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Develop Your Inner Detective

28 May 2021

Customer service is often measured by the niceness factor of the person talking with the customer. However, how good we are at solving problems really has more weight. A good detective listens and writes down verbal clues, makes note of the subject’s demeanor and directs the conversation. The first 15 seconds of a call is full of clues you can use to sell service and solve customer issues. How much attention are you giving to the first 15 seconds of your conversations?

Before your customers call, they have decided what they will say to you when you answer. They have ironed out how they

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Customer Feedback-Tooty Training

28 April 2021

Tooty Training is not fluff. We don’t offer trendy catch phrases or techniques to improve your customer service or sales teams. We have evaluated over 250,000 conversations. Evaluations were not completed by A.I., but highly trained individuals who have the skills to assess conversation, sales process, marketing strategy, problem solving and how customers are treated.

We are a key to successful culture change. We understand how to effectively train those who are working from home or a workforce that has been disrupted by Covid. We love helping individual people grow in their

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Thankfulness

8 December 2020

Lori Miller, President, Tooty Inc.

When I reflect on each person that makes up our team here at Tooty, I am thankful on a deep level. I know how 2020 has affected them, what they have had to overcome, and the super-human effort required to produce an excellent product every day.

Every organization has a similar testimony of their team’s resilience, persistence and unity. I reached out to some of our Tooty customers who were more than willing to share why they are so thankful for their teams. Be encouraged.

Pamela, New Mexico

I am thankful how the team has come together and even though we are physically distanced we are

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Attitude and Voice

28 September 2020

How many words does it take for you to determine if the customer on the other end of the line is in a bad mood? One? Maybe two? How many words do you need to speak before your customer decides that you will be happy to help, interested or that you don’t care? The way you interact over the phone sets the stage for what happens next. You can close a deal, be a hero or lose a customer.

The concept of associating a face to a phone voice is what Tooty calls Telepicting® and the way a customer pictures your representatives matters.

Customer service and sales representatives are critiqued

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Help for stressed and stretched managers and employees

25 March 2020

Lori Miller, President of Tooty Inc., stated, “Customer service teams are under unbelievable pressure as Covid-19 has disrupted the workplace and personal lives. But customer service is where the heart of any organization resides, and they are wired to love on people no matter what is happening. When your employees know you care, they can show your customers that they care.”
Lynne Franklin, one of the Tooty Training ® team experts (neuroscience and business communication) provided Tooty employees and their families encouragement by sharing the following message of hope.
Lockdown

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Skills Based Program to Improve Customer Care

25 February 2020

Tooty Inc. provides solutions to reduce costly mistakes, improve customer care, and establish higher service standards.
Lori Miller, President of Tooty Inc., stated, “Customers want to be served by representatives who are more than friendly personalities. They want to be helped by someone who knows how to assess their needs, provide accurate information and appropriate solutions in a timely manner. That level of service does not come about through a motivational customer service training program. It requires accurate assessment of customer service representatives’ skills as they interact

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Stand Out and Move Up in your Career

30 October 2019

In October, Women in Trucking held their annual conference in Dallas and there were over 1,100 attendees. I was honored to be one of the presenters. In my session, I shared some specific ways to stand out and move up within any organization.

Wording choice, attitude, voice tone and facial expression can alienate others and cause you to be passed over for opportunities
• Women shared that, as they were promoted, they started to speak in a deeper voice and became less personable towards those who reported to them. The change happened over time and they needed the reminder

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