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Finish this Quote "When in doubt..."
What is:
Book the call
A technician batting ordered is used for
What is:
To ensure we are prioritizing high value jobs to the highest converting technician
Customer calls in with questions about an open drain estimate for replacement, what do we do
What is:
Email Resdispatch so they can have technician follow up
True Blue EM means
What is: P1 Only (extreme scenarios), and the emergency fee is quoted regardless of the time
These departments are run through our install office
What is:
HVAC Installations
Ground Works
Solar
Generator Installations
Details to be asked when booking a water heater promo
What is:
Age of water heater and location
Standard or Tankless
Drain valve is plastic or brass
What happens when material is missed on a job
What is:
Affects a technician's restock and leads to unnecessary parts runs
Customer calls in and is having problems with their drains and we just replaced the line with ground works, who do we schedule
What is:
Drain Service
(Dylan, Jake, or Manny)
On call paperwork should be turned in when
What is:
ASAP (please don't wait weeks)
Customer is calling to pay their remaining balance on their newly installed HVAC unit, what is our next move
What is:
Warm transfer to accounting
When a customer is asking us to arrive after 2 pm, on a regular dispatch fee
What is:
Educate the customer that we can't guarantee that, but we can notate for our dispatch team, but if we can't accommodate that time, we will have to reschedule
This practice involves assigning jobs based on a technician's proximity to the next call to save time and fuel
What is:
Dispatching to maximize
Upon project setup, what tag needs to be removed from the Start Up job
What is:
Replacement opportunity tag
Our Company's Proven Process is
What is:
Book the Call
Dispatch to Maximize
Perform Work Today
What is used in our teams chat the most
What is:
GIFs
We just installed a new HVAC unit for a customer. They call two days later, wanting us back out because the unit is making a loud noise. What do we do
What is:
Book an install warranty job and send service technician
When a critical job comes in, a dispatcher may need to do this to another technician's schedule to free up resources
What is:
reroute or reschedule an existing job
These types of small work jobs are run through residential service
What is:
Gas pipping
Duct work
The most important factor to remember when speaking with an upset customer
Remain calm and show empathy
Most common drink you will find on a desk (not water)
What is:
Coffee
If ACP shows no same day openings, but we have received a P1 opportunity job, what do we do
What is:
Offer emergency and book the job
What are nine things checked before closing a technician out of a job
What is:
Business unit
Joy Type
Tags
Email Sent
Form Completed
Invoice Summary
Correct Task Codes Used
Payment Taken
Material or PO
Customer is calling to reschedule or cancel their appointment for an estimate for a new HVAC system, who are we letting know
What is:
Megan
Finish this Quote "At the end of the day..."
What is:
We're one team!
Our newer core values are
What is:
Build Trust
Team First
5 Star Service
Progress, Not Perfection
Give More Energy Than you Take