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HVACR215 – Mechanical for Oil

HVACR215 – Mechanical for Oil

Customer ServiceCustomer Service

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Customer ServiceCustomer Service

A Service call

1. Meet and Greet the customer.A. It's ok to smileB. Not a bad thing to make friends with the pet

C. This is your customers first impression(Make it a good one)

E. Introduce yourself

A Service call

1. Meet and Greet the customer.A. It's ok to smileB. Not a bad thing to make friends with the pet

C. This is your customers first impression(Make it a good one)

E. Introduce yourself

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F. Shake the customers hand and ask permission to enter the house.

D. Treat the customers house like it's your own. (Ok, better than yours)

F. Shake the customers hand and ask permission to enter the house.

D. Treat the customers house like it's your own. (Ok, better than yours)

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2. Enter the house or business -

A. Always bring your hand tools with you.

This makes the customer see that you are ready

to work.

B. Take off your shoes if you are walking on

expensive rugs or flooring.

2. Enter the house or business -

A. Always bring your hand tools with you.

This makes the customer see that you are ready

to work.

B. Take off your shoes if you are walking on

expensive rugs or flooring.

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C. Ask the homeowner if there is a different door they want you to use when coming in and out.

D. Ask the customer about the issues you are there to resolve. (All of these things show respect and profesionalism)

C. Ask the homeowner if there is a different door they want you to use when coming in and out.

D. Ask the customer about the issues you are there to resolve. (All of these things show respect and profesionalism)

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3. Become aquanted with the system -

A. When walking though the house notice the baseboard or the air vents.

Are the supplies directed toward the heat loss?

(windows, outside walls...)

3. Become aquanted with the system -

A. When walking though the house notice the baseboard or the air vents.

Are the supplies directed toward the heat loss?

(windows, outside walls...)

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B. Locate the thermostat -

Is it in a good location?

Is it out of direct sunlight or away from other heat sources?

Is it near a mixed air return?

If mercury filled, is it level?

Does it need new bateries?

B. Locate the thermostat -

Is it in a good location?

Is it out of direct sunlight or away from other heat sources?

Is it near a mixed air return?

If mercury filled, is it level?

Does it need new bateries?

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C. Locate the equipment –

Example: Basement system

Was the door to the basement hard to open?

• A negative pressure in the basement can cause a lack of combustion air.

• A direct vented system is not affected.

C. Locate the equipment –

Example: Basement system

Was the door to the basement hard to open?

• A negative pressure in the basement can cause a lack of combustion air.

• A direct vented system is not affected.

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• Check the equipment installation.Note anything that doesn't seem

right for that installation.You will have to write

recommendations on your invoice to explain any installation errors.

- Helpful recommendations will become great "upgrades or upsells"

• Check the equipment installation.Note anything that doesn't seem

right for that installation.You will have to write

recommendations on your invoice to explain any installation errors.

- Helpful recommendations will become great "upgrades or upsells"

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Example: Air systemAsk the customer: Is the house dry? (Humidifier)

• Can you easily shock the pets?• Does your family have nose bleeds?

• Ask if anyone has alergies or asthma? (Air filter)

• A better air filter in these situations may reducemedication usage.

Note: Your building a good relationship any time you make a customer more comfortable.

Example: Air systemAsk the customer: Is the house dry? (Humidifier)

• Can you easily shock the pets?• Does your family have nose bleeds?

• Ask if anyone has alergies or asthma? (Air filter)

• A better air filter in these situations may reducemedication usage.

Note: Your building a good relationship any time you make a customer more comfortable.

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4. Diagnose the issue or troubleshoot the problemA. An evaluation should take about 15 - 30 minutesB. Estimate the cost of the repair if the problem is minor and the system is newerC. If the problem is major and the system is older estimate the repair cost and the replacement cost

4. Diagnose the issue or troubleshoot the problemA. An evaluation should take about 15 - 30 minutesB. Estimate the cost of the repair if the problem is minor and the system is newerC. If the problem is major and the system is older estimate the repair cost and the replacement cost

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5. Repair the system or return with parts.6. After repaired, cycle the system twice.7. Clean up your work area and around

the equipment.

Always leave the jobsite cleaner than you found it.

(It doesn't matter how good of a job you do if you leave a mess, the customer won't want you to come back)

5. Repair the system or return with parts.6. After repaired, cycle the system twice.7. Clean up your work area and around

the equipment.

Always leave the jobsite cleaner than you found it.

(It doesn't matter how good of a job you do if you leave a mess, the customer won't want you to come back)

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7. Fill out an invoice -

Always write the Model - Serial #'s, readings and findings

Make sure to explain the problem and the solution with the customer

Make sure to point out any recomendations

Explain time and materials or flat rate pricing

7. Fill out an invoice -

Always write the Model - Serial #'s, readings and findings

Make sure to explain the problem and the solution with the customer

Make sure to point out any recomendations

Explain time and materials or flat rate pricing

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8. When leaving - Turn the system on with the T-stat

This tests the system for the final time and also makes sure all the switches are turned on.

(Shows the customer that the system is fixed)

8. When leaving - Turn the system on with the T-stat

This tests the system for the final time and also makes sure all the switches are turned on.

(Shows the customer that the system is fixed)

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9. Always thank the customer for his/her business

(Example: "Have a good day, Thank you")

* Following these steps will help build a great relationship with your customer *

9. Always thank the customer for his/her business

(Example: "Have a good day, Thank you")

* Following these steps will help build a great relationship with your customer *