Matt, What Techniques Do You Use to Manage Customer Expectations and Handle Service Inquiries?
In this edition of "HVAC Skill Builder," Matt discusses how to manage customer expectations and handle service inquiries.
What techniques do you use to manage customer expectations and handle service inquiries? One of the best ways to do that is actually have your call taker or dispatcher set the technician up for success before they arrive for the home. For example, you can let the customer know how long the service is going to take on average. You can also let them know that they will be doing a complete system evaluation. And they’ll also let them know that the price before they do any type of work. So it’s really, really paramount that you understand how your business operates and let the customer know what they can expect from your company when the technician arrives from the time they leave.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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Posted In: HVAC Skill Builder, Technical Tips
