Matt, How Do I Get the Dispatcher to Set Expectations for the Customer?
In this edition of "HVAC Skill Builder," Matt discusses how to get the dispatcher to set expectations for the customer
Matt, how do I get the dispatcher to set expectations for the customer? Well, what you need to do is come out with some high-level questions that should be asked on every single call when a dispatcher scheduling the call. For example, asking the customer how they would like to pay for the service call if that's in fact the case. Offer them a check cash or credit card. Also, if you're going out there for a maintenance and or a troubleshooting call, the dispatcher should give the customer some type of idea of how long the technician's going to be out there and what they can expect as part of the service call and what that does is it makes a very easy transition from having the customer on the phone to having a technician at their home and that way you won't have customers go I got a conference call in five minutes I gotta go pick up the kids the customers already been aware of how long it's going to take you at least to possibly do a one system maintenance to do a diagnosis and that way you're not rushed when the technician gets out there that they're not going to be rushed and have to offer just a band-aid solution or have to make a return visit because so many return visits are not going to be very profitable that but that's how you can get the dispatcher set your technician up.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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