Customer Customer RelationsRelations

Produced byProduced by

Joe MarcheseJoe Marchese

What is Customer What is Customer Service ?Service ?

Being able to communicate with the Being able to communicate with the customer effectivelycustomer effectively

Treating the customer with respectTreating the customer with respect Treating the customer fairly and Treating the customer fairly and

honestlyhonestly Respecting the customer’s propertyRespecting the customer’s property Repairing the customer’s equipment Repairing the customer’s equipment

in a timely and accurate mannerin a timely and accurate manner

What is Customer What is Customer Service ?Service ?

Explaining the problem to the customer Explaining the problem to the customer in a clear and precise manner in a clear and precise manner

Treating the customer in the same Treating the customer in the same manner that you would want to be manner that you would want to be treatedtreated

Building trust with the customerBuilding trust with the customer Presenting a professional image to the Presenting a professional image to the

customercustomer

Before You Arrive on the Before You Arrive on the JobJob

Before You Arrive on the Before You Arrive on the JobJob

Find out the type of system you will be Find out the type of system you will be working onworking on

Make sure you have what you need to Make sure you have what you need to properly diagnose and repair the systemproperly diagnose and repair the system

Call the customer when you are en routeCall the customer when you are en route Keep your attitude at home Keep your attitude at home

• If you are having a bad day or problems at If you are having a bad day or problems at home, you must learn to remove yourself home, you must learn to remove yourself from them while you are workingfrom them while you are working

Arriving on the jobArriving on the job

Arriving on the jobArriving on the job

Avoid parking in the customer’s Avoid parking in the customer’s drivewaydriveway

Make sure your shoes are clean Make sure your shoes are clean and that you will not track dirt into and that you will not track dirt into the homethe home

Spend time with the customer and Spend time with the customer and ask pertinent questions that will ask pertinent questions that will help you troubleshoot the systemhelp you troubleshoot the system

Ask QuestionsAsk Questions

Ask QuestionsAsk Questions

Has the equipment experienced Has the equipment experienced any other recent problems?any other recent problems?

When was the last time it was When was the last time it was repaired?repaired?

Has the unit been making any Has the unit been making any strange sounds?strange sounds?

When the unit was working, did it When the unit was working, did it heat or cool properly?heat or cool properly?

Survey the EquipmentSurvey the Equipment

Without any tools in hand, determine:Without any tools in hand, determine:• Where all the major components are Where all the major components are

locatedlocated• What type of refrigerant is usedWhat type of refrigerant is used• Where the electrical disconnect is locatedWhere the electrical disconnect is located• What type of metering device is usedWhat type of metering device is used• The condition of the evaporator and The condition of the evaporator and

condenser coils condenser coils • If there are obvious problems with the unitIf there are obvious problems with the unit

Building TrustBuilding Trust

Building TrustBuilding Trust

Put yourself in the customer’s Put yourself in the customer’s placeplace

Listen to the customerListen to the customer Go the extra mile for the customerGo the extra mile for the customer Respect the customer’s propertyRespect the customer’s property Show up on timeShow up on time Have the proper attitudeHave the proper attitude

Bad AttitudesBad Attitudes

Will lose customersWill lose customers Will cost you your jobWill cost you your job Will cause you to misdiagnose the Will cause you to misdiagnose the

system’s problem system’s problem Will cause you to be careless, Will cause you to be careless,

which may lead to injuries which may lead to injuries

Respecting the Respecting the Customer’s PropertyCustomer’s Property

If you replace it, take it awayIf you replace it, take it away If you remove it, put it backIf you remove it, put it back If you move it, return it If you move it, return it If you dirty it, clean itIf you dirty it, clean it If you break it, fix itIf you break it, fix it

Explaining the Problem Explaining the Problem to the Customerto the Customer

Explain the problem to the customer Explain the problem to the customer before proceeding with the repairbefore proceeding with the repair

If you are unsure of the actual problem, If you are unsure of the actual problem, be up front with the customer be up front with the customer

Detail any planned repairs which should Detail any planned repairs which should be donebe done

Be clear in your explanation and ask the Be clear in your explanation and ask the customer if they have any questionscustomer if they have any questions

Totally Unsure of ProblemTotally Unsure of Problem

Call your office for help - Let them know Call your office for help - Let them know this immediately this immediately

If your office is unavailable you can call:If your office is unavailable you can call:– The manufacturerThe manufacturer– The local wholesalerThe local wholesaler– A friendA friend

Do not let the customer know of your Do not let the customer know of your difficultiesdifficulties

Do not say: “ I never worked on this Do not say: “ I never worked on this before”before”

Clean-upClean-up

Promotes a professional imagePromotes a professional image Do not leave your work area a Do not leave your work area a

messmess Make sure to:Make sure to:

• Clean your work area completelyClean your work area completely• Wipe down the work area, if neededWipe down the work area, if needed• Remove old parts, filters or Remove old parts, filters or

refrigerant cylindersrefrigerant cylinders

The Service TicketThe Service Ticket

Fill out the service ticket clearly Fill out the service ticket clearly Detail all of the service performedDetail all of the service performed Go over the service ticket with the Go over the service ticket with the

customercustomer If there any problems with the service If there any problems with the service

ticket, notify your office and let them ticket, notify your office and let them handle ithandle it

Give the old parts to the customerGive the old parts to the customer

Your Service VehicleYour Service Vehicle

Your Service VehicleYour Service Vehicle

Is advertising for your companyIs advertising for your company Keep it cleanKeep it clean Keep it in good working conditionKeep it in good working condition Any spare time should be used to Any spare time should be used to

maintain your vehiclemaintain your vehicle Keep the inventory up to dateKeep the inventory up to date

Handling Upset CustomersHandling Upset Customers

Do not argue with the customerDo not argue with the customer Get your office involvedGet your office involved Remove yourself from the problem if Remove yourself from the problem if

you are unable to deal with the you are unable to deal with the customercustomer

Try to understand the customer’s sideTry to understand the customer’s side When possible, agreeing with the When possible, agreeing with the

customer usually works bestcustomer usually works best

Handling Customers that Handling Customers that are too are too

Involved in the Repair Involved in the Repair ProcessProcess

You can:You can:• Get the customer involved with the Get the customer involved with the

repair processrepair process• Ask the customer to get some Ask the customer to get some

miscellaneous itemsmiscellaneous items Answer the customer’s questions Answer the customer’s questions

to the best of your abilitiesto the best of your abilities Don’t be rude to the customerDon’t be rude to the customer

Handling WarrantiesHandling Warranties

Make the repair efficiently and with Make the repair efficiently and with minimal downtime minimal downtime

Extra effort should be taken to make Extra effort should be taken to make sure the problem is truly resolvedsure the problem is truly resolved

If it is a manufacturer’s warranty, be If it is a manufacturer’s warranty, be understanding of the customer’s understanding of the customer’s concerns and answer all of their concerns and answer all of their questionsquestions

Working with Other Working with Other TechniciansTechnicians

All technicians will follow behind All technicians will follow behind other technicians either from the other technicians either from the same company or another companysame company or another company

It important for all technicians to It important for all technicians to respect each otherrespect each other

Do not talk down any other Do not talk down any other technician, it is a poor reflection on technician, it is a poor reflection on you. you.

Appearance CountsAppearance Counts

Appearance CountsAppearance Counts

Promotes a professional imagePromotes a professional image Always keep your appearance cleanAlways keep your appearance clean Keep yourself clean and well-groomedKeep yourself clean and well-groomed Keep an extra set of work clothes in Keep an extra set of work clothes in

your service truckyour service truck Make sure your work boots are cleanMake sure your work boots are clean

Before You LeaveBefore You Leave

Before You LeaveBefore You Leave

Explain to your customer what was Explain to your customer what was donedone

Answer any of their questionsAnswer any of their questions Thank them for using your companyThank them for using your company Remind them to call if they have Remind them to call if they have

any questionsany questions Leave with a smileLeave with a smile

Golden Rules for a Service Golden Rules for a Service TechnicianTechnician

Report for work well-groomed and Report for work well-groomed and wearing a clean company-issued uniformwearing a clean company-issued uniform

Keep company vehicle clean and orderlyKeep company vehicle clean and orderly Meet customers with a smile and Meet customers with a smile and

introduce yourself to each and every introduce yourself to each and every customer you meetcustomer you meet

Do everything Do everything one percentone percent better each better each and every timeand every time

Golden Rules for a Service Golden Rules for a Service TechnicianTechnician

Be committed to being the best Be committed to being the best service technician you can be. Seek service technician you can be. Seek education, read, study and apply your education, read, study and apply your knowledge.knowledge.

Do not criticize, condemn or complain. Do not criticize, condemn or complain. Be part of the solution instead of the Be part of the solution instead of the problem.problem.

Get all the facts, be a great listener, Get all the facts, be a great listener, seek first to understand.seek first to understand.

Golden Rules for a Service Golden Rules for a Service TechnicianTechnician

The customer is always right - respect The customer is always right - respect their opiniontheir opinion

Remember the customer’s nameRemember the customer’s name Be proactive: Take the Be proactive: Take the InitiativeInitiative and and

the the ResponsibilityResponsibility to make things to make things happenhappen

Take care of your customer, find the Take care of your customer, find the solution to their problem and ensure it solution to their problem and ensure it is repaired correctlyis repaired correctly

Golden Rules for a Service Golden Rules for a Service TechnicianTechnician

Keep a positive mental attitude.Keep a positive mental attitude. Engage in activities that will create Engage in activities that will create

raving customers.raving customers. Act enthusiastically and you will Act enthusiastically and you will

become enthusiastic.become enthusiastic.

Mistakes to Avoid on a Mistakes to Avoid on a Service CallService Call

Not checking for a refrigerant leak Not checking for a refrigerant leak at a service port after removing at a service port after removing the service gaugesthe service gauges

Not checking the condition of the Not checking the condition of the evaporator coil evaporator coil

Relying only on reading the suction Relying only on reading the suction pressure of a system and ignoring pressure of a system and ignoring the discharge pressure the discharge pressure

Mistakes to Avoid on a Mistakes to Avoid on a Service CallService Call

Not waiting for a system to cycle off Not waiting for a system to cycle off on its temperature control on its temperature control

Not marking the system with the new Not marking the system with the new refrigerant on a refrigerant conversionrefrigerant on a refrigerant conversion

Being too aggressive when de-icing Being too aggressive when de-icing an evaporator coilan evaporator coil

Choosing the wrong rotation on a Choosing the wrong rotation on a replacement motorreplacement motor

Mistakes to Avoid on a Mistakes to Avoid on a Service CallService Call

Not checking the voltage of a Not checking the voltage of a replacement component before replacement component before installing it installing it

Not verifying that the power is off Not verifying that the power is off when working with electrical when working with electrical componentscomponents

Damaging the threads of a bolt, Damaging the threads of a bolt, nut or flare nutnut or flare nut

Mistakes to Avoid on a Mistakes to Avoid on a Service CallService Call

Charging an air conditioning Charging an air conditioning system by replying only on gauge system by replying only on gauge pressure and not checking the pressure and not checking the refrigerant charge by either the refrigerant charge by either the superheat or subcooling methodssuperheat or subcooling methods

THE END