Service Smarts
Customer calls in with an issue with their breaker. Who do we book the appointment with?
An electrician
What steps should we follow when we are answering a call?
The script
Deya, Derek, and Laura
Who can you go to when you have a question related to club?
What is the service response charge for electric?
$49
Customer calls in with an issue with their dishwasher are we able to send out a plumber?
We do not repair appliances; however we can send a plumber out if it has to do with the plumbing to the dishwasher.
Name 5 of the most important information on a call.
Name, number, address, problem, age of equipment, email,
What status do you use when you are going to bathroom?
Away from desk
Who can have a membership?
Anybody!
What is the service response charge for HVAC? Does it get waived when they move forward with the work?
$29 and no
Customer calls in with a question regarding a HVAC unit we already installed within the last year, how would you book this call?
As a warranty call.
When you are nearing the end of a call, what do you need to do and how would you do it?
You need to pitch a crossover. It would sound something like this " We are offering a $49 a/c tune up that provides a no break down guarantee for the season, I can get you on for ______ day"
What status should we NEVER use?
A customer has two furnaces in their home, how many memberships does the customer need?
Two
What is the service response charge for Plumbing? Does it get waived when they move forward with the work?
$59 and yes
Someone calls in with a backup in their drain by their water heater. What do you need to do, and who would you send out?
Ask if there are any other back ups in the home? If yes, send out sewer, and if no send out a plumber.
When the phone rings, how do we answer?
Thank you for choosing ABC my name is ____ How can I help you?
What does conversion and abandon rate mean?
Conversion:the number of calls successfully booked. Abandon rate: the percentage of calls that have been missed.
What type of membership can a customer have in Milwaukee?
None. Not set up there yet
Do all customers get to take advantage of the $93 or free?
Only if this has been brought up at booking
Customer would like to book a furnace tuneup, as they are discussing it with you they mention that the heat isn't turning on correctly. Do you book the tuneup and why?
No, the unit needs to be working properly before being able to service a tuneup.
When a customer tells you about their problem, what do you do?
Show empathy. Gather more information about the problem. Provide them with what they can expect from us
How many breaks do you get? How long?
3 breaks. 2- 15 min and 1- 30 min lunch
A customer would like to cancel their membership, what do you do?
Try and save it! If not, then provide the customer with the information to fill out regarding cancelling so that we have it documented and can follow up with them.
Do we give quotes over the phone for repairs? Explain how you would describe it.
No we do not give quotes over the phone. You could say something along the lines of we will send out an expert technician to your home to evaluate the situation and provide you with a full written summary of their findings as well as multiple options to solve the problem.