Margaret Garcia is the President of Grit PPO, a US-based BPO (business process outsourcing) company specific to the pest control industry. She leads the first-ever female-owned and operated outsourced call center dedicated to pest control, wildlife, and tree and lawn services. 

Grit’s team of skilled staff helps companies through inbound and outbound call services, lead generation and development, marketing, training and coaching, and operations management. By outsourcing through Grit PPO, companies can maximize their time in front of clients and focus on what matters most.

In this episode…

Customer service in the pest control industry is a unique challenge. Representatives have to build rapport, maintain call control, and manage many moving parts simultaneously — all while understanding the ins and outs of the pest control space. So, what can you do to support customer service teams and help them take your service to the next level?

Margaret Garcia says your customer service representatives should know just as much about the industry as your technicians. Therefore, you need to provide them with the necessary training and resources to thrive. Additionally, a positive work environment is a must. You want your customer service team to be happy at work and translate that over to customers — but it takes more than a pizza party to cultivate that environment. 

On this episode of the Multiply You Podcast, Austin Clark chats with Margaret Garcia, the President of Grit PPO, who shares her strategies for creating top-notch customer service teams. She shares why customer service teams need plenty of resources and information, the value of training and positive support, and why your workplace culture is crucial for their success.