that is the first problem that our CSRs face to is they see themselves as I just answer the phones.

I'm just on support.

I just handle customer complaints.

And if your people see themselves that way, of course the customer experience is going to be

awful.

Because if I see myself as just answering phones or as just the lowest person in the company,

then why would I create a wow experience for the customer?

Now, there are, of course, exceptions, right?

There are some people who feel a sense of duty.

But for the most part, the first thing you have to do is change how they see themselves.

Welcome to the Home Service Expert, where each week, Tommy chats with world-class

entrepreneurs and experts in various fields like marketing, sales, hiring, and leadership

to find out what's really behind their success in business.

Now, your host, the Home Service Millionaire, Tommy Mello.

Hey guys, welcome back to the Home Service Millionaire, Tommy Mello. Hey guys, welcome back to the Home Service expert.

I'm your host, Tommy Mello, and today I have Zach Garcide.

Zach is an expert at CSR, training, marketing, coaching, leadership, and communication.

Zach is a CEO of Parvistelling Pros of a company that gets personalized CSR and Dispatch

Training to create a thriving culture of wild experiences.

He was previously the head of marketing when the company a couple of years ago,

wherein he personally coached more CSRs than anyone else at PowerSilling Pros can count.

You may know him for this call may be recorded.

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