How Proper Sales and Customer Service Training Can Reduce Risk

Editor's note: The following article was submitted by Deanna L. Vigliotta founder of The Traveling Saleslady, an online resource providing sales tips, books and more. Vigliotta shared how ongoing sales and customer service training can lead to sales growth, creates empathy with customers, builds confidence and more.

We live in stressful times. Between the fast pace of daily life, workplace demands, and the unexpected curveballs that come our way, stress levels are at an all-time high. For pest management companies, this reality creates both a challenge and an opportunity. Pests already bring customers stress and how your team handles those moments can either strengthen your company’s reputation or put it at risk.

That’s why investing in the training of your sales and customer service teams is not optional but it’s essential. A well trained team not only drives revenue but also protects your business from unnecessary risk.

1. Consistency Builds Confidence

Customers want reliable answers when they call about termites, rodents, or routine pest prevention. Inconsistent information can lead to confusion and lost sales. Training ensures every customer interaction delivers the same accurate, confident message, which helps to build trust and long term loyalty.

2. Empathy Creates Loyalty

Pest issues are emotional. A homeowner worried about bedbugs isn’t just buying service. They are buying peace of mind. Training your team to listen with empathy and explain solutions helps to turn stress into reassurance, thus creating loyal, repeat customers.

3. Training Reduces Risk

Miscommunication is a liability. Overpromising results or misrepresenting treatments can trigger complaints, cancellations, or worse. A trained team understands how to stay compliant and within company guidelines, ultimately protecting your reputation and reducing risk.

4. Sales Growth Opportunities

Knowledgeable teams don’t just solve problems, but they uncover opportunities. For example, a call about ants might lead to termite prevention or rodent protection. Cross selling and upselling opportunities naturally grow when teams are confident and informed.

5. Employee Retention

High turnover is costly. Training equips employees with tools to succeed and shows you are invested in their growth. Confident, supported employees will stay longer, and save you the expense of constant rehiring and retraining.

Most pest management companies prioritize technician training, but few invest equally in sales and customer service ongoing training. That gap is your opportunity. Seamless, professional communication from the first call to the final follow up will set your company apart and strengthen your reputation, fueling long term success.

Deanna L. Vigliotta is the founder of The Traveling Saleslady, an online resource providing sales tips, travel insights, books and branded merchandise for professional salespeople. She recently launched The Traveling Saleslady’s Exclusive Coaching Collection—three on-demand video training courses designed to elevate sales and customer service teams