Learning for life – how psychology is fundamental in a customer service phone call

As an intern with LiveseySolar I was really appreciative to have the chance to accompany Rod Solar to a training last week. As it is a major issue in my studies I am very interested in the process of training. In this post I’ll relate some of my experiences to give you a feeling for what it’s like to be a trainee at one of these events.

As it was the first time that I would be taking part in a training related to customer service phone calls, I didn’t know what to expect. I thought maybe the training would be focused on the exact sequence of the different parts of a customer service adviser’s phone call with the possibility to discuss every incident that might happen during the call.

The training turned out to be much more than that. We were given the chance to dig deeper into fascinating questions about how people behave, how they think and how they make their decisions.

At first sight it might not be obvious how these psychological aspects relate to customer services training. Understanding what motivates human beings to take certain steps is crucial, however, especially when it comes to such a highly important aspect of peoples’ lives like their health, or finances, or legal matters.

If you want the phone call to result in an appointment, a customer services advisor has to take up several roles at the same time. In order to understand the caller’s needs in that particular situation, the psychology discussed in the training helps build up the ideal base for the ongoing call.

A further message conveyed in the training was, that it is the job of the customer advisor to lead the conversation. This is vital for the sequence of the different steps during the call as well as it is vital for the customers to feel as if they are in very competent hands.

Illustrated with catchy diagrams and providing the opportunity to try new aspects of the call soon after learning about it, the training was extraordinary and personally profitable.

All in all I have not only learned a huge amount of things about the skills needed as a customer services advisor, but I have picked up many details relating to human actions and human reactions – the details of life.

Get your Practice Marketing Score

Take our FREE “Practice Marketing” quiz. Get your score and benchmark yourself to practices around the world.

GET YOUR SCORE

Find articles on:

What our clients say…

“In a matter of weeks, we already saw results with LiveseySolar. Far before we were even finished with our project.”

Erik Chotiner, MD, FACS, Ophthalmologist

“The whole group has been very, very professional. We’re quite early in the stages, but we can see the benefits.”

Dr Nick Mantell , MBChB FRANZCO

“They’re very professional. They know what they’re doing, but they also put us at ease. This helped us to cut through what’s needed to get what we want.”

Mr Praveen Patel, MA (Cantab), MB BChir (Cantab), FRCOphth, MD (Res)

“It’s wonderful to work with an agency that engages on our level and understands our market.”

Dr Anton Van Heerden, MBChB; FRANZCO, Ophthalmologist

Get your Practice Marketing Score

Take our FREE “Practice Marketing” quiz. Get your score and benchmark yourself to practices around the world.

Get your score

Related Posts

Meet our Founders

We’re passionate about helping leaders of high-quality, growth-minded practice owners double their revenue

Rod Solar

Founder & Fractional CMO

Rod co-founded LiveseySolar and acts as a Fractional CMO for our customers. He’s on a mission to help transform the lives of 10,000 people with vision correction surgery by 2024. To achieve that, he inspires his customers to make confident decisions that will help 50,000 people take the first step towards vision correction.

Read more

LiveseySolar completely transformed the way we were approaching this… We’ve gone from having just the dream of having a practice to having a practice up and running with people making inquiries and booking for procedures… It’s extremely pleasing. We feel lucky we connected with LiveseySolar.

— Dr Matthew Russell, MBChB, FRANZCO, specialist ophthalmic surgeon and founder of VSON and OKKO

Laura Livesey

Founder & CEO

Laura Livesey is the co-founder & CEO of LiveseySolar. She has developed powerful refractive surgery marketing systems that increase patient volumes and profits for doctors, clinics, and hospitals, since 1997.

Read more

Rod and Laura know as much about marketing surgery to patients as I know about performing it. They are an expert in the field of laser eye surgery marketing. They know this industry inside out. I believe that they could help many companies in a variety of areas including marketing materials, sales training and marketing support for doctors.

— Prof. Dan Reinstein, MD MA FRSC DABO, founder of the London Vision Clinic, UK