5 Business Lessons Learned from Undercover Boss
Keep Your Customer Service Skills Sharp
Rick Arquilla, president and COO of Roto-Rooter, got his hands dirty in an episode of Undercover Boss. After cleaning some drains like a pro, he was tasked with working the phones at a dispatch call center. He struggled, in part because the call system is color-coded and Arquilla is colorblind. That's no fault of his, but his phone skills also leave a lot to be desired – he sounded pushy and impatient when he talked to a customer.
Lesson: Your interactions with customers over the phone are deceptively difficult to get right, and require patience and foolproof systems.