Matt, When a Call Is Booked, Should the Call Taker Ask the Client How They Intend to Pay for the Service Call?
In this edition of "HVAC Skill Builder," Matt discusses how a call taker should ask the client how they intend to pay for the service call after a call has been booked.
Q: When a Call Is Booked, Should the Call Taker Ask the Client How They Intend to Pay for the Service Call? A: Absolutely, they should ask how he’s going to pay, whether it's check, cash or credit card but also you need to get some other details from them is who's going to be there, what time is best for them to show up, stuff like that and also set a precedence on what they can expect from the technician when they arrive. But always if you're charging a service call or you're charging anything before the technician gets out there, please make the customer aware of that, put it in the note when the technician gets out there, they know some of the dialogue that happened when they booked that call so they can approach the customer appropriately asking it shows here you want to pay for a check, cash, credit card, whatever it is and you go ahead and get that out of the way before any type of work is performed.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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