Water Services
What priority level is a water service?
5
True or false: Callbacks should not be attached to a project
FALSE
“I have an awful smell in my bathroom that we just started using again
Drains Service
Name 2 important pieces of information that we could get when we have a phone call for an install job and need to transfer?
Who is currently on the line, the job in which the customer is referring, any information regarding why they are needing to talk to install
How should a phone number or email be labeled
Name (Title related to property) **Customer name (owner or tenant or insurance or child etc)
Does a water service qualify as Plumbing service or sales?
Sales
If a customer has an issue (potential callback/warranty) with an HVAC system we just installed, who would handle that call?
Customer Service Team (No transfer).
The faucet on the outside of my home won’t turn off”
Hose Bib
A customer is calling regarding a job we did last month and has additional questions regarding the work. What should be scheduled?
A phone call on the selling technician
What is the process for taking care of jobs booked by Plumbline for a later date?
CSR calls the customer to get additional information on the job as well as making sure all customer information is correct and the homeowner is the one that has booked the job and we can service the address.
List at least 3 questions that should be asked for this type of call
Do you know the type of piping your mainline is? Age of home? Did the city give you a notice? Is the water off to the home? What leads you to believe you have a leak? Do you have a whole home shut off? Is there water pooling in the front yard? Is your meter spinning? Do you have a high water bill? Do you have an irrigation system?
If there is an issue with an install for the plumbing department, who would take that call?
Install coordinator
“I have a wet spot in my yard and my irrigation is turned off.”
Water Service/Mainline
A customer is calling regarding inspection, who should take this call?
Install coordinator that the job is referring to.
What form gets filled out when a customer calls in upset and what is the process?
Let the cust know you are going to get info from them for the correct person to reach back out to them. Begin filling out the CUSTOMER COMPLAINT FORM and ask all the questions on this form. Once this is done submit the form. Slack the to job number to the person that should be contacting the customer to discuss the complaint and let them know the form is filled out.
What should we discuss when a cust asks if we do leak detection?
We do not carry leak detection equipment to detect underground leaks however we do a thorough inspection first to determine where the leak might be occurring and a lot of the time we can find this. If we cannot then the plumber would refer you to that service from there. We wouldn’t want you to have to pay for this service if it is not necessary and our plumbers will not charge you for this visit.
What should be quoted to all callbacks scheduled by CSR’s?
$49 if this is not related to the work that was done
“I was trying to replace my KS faucet and the water won’t turn off”
Valve issue
A customer is calling regarding a service job and is wanting to move forward with work. Who should be helping this customer?
The CSR helps the cust with signing and then getting the call over to the proper coordinator
How to set up a Tenant/Landlord profile
See example page
When should the office refer leak detection?
We should only ever refer leak detection if we have gone through all the questions and determined that the customer absolutely does not want us ti come out and only wants to have this referral. Only if the cust is adamant that they only want leak detection after we have explained our process and that we do not charge for this.
What information could we get to Anita when we have a callback on the line for her?
Who is calling/their name. What the call is regarding. The job in which it is pertaining to. If she cannot answer, if the cust would prefer a call or text.
“There is a loud banging noise in my wall when I turn my water on and off”
Water Pressure Issues
DAILY BONUS: What brands of HVAC Systems do we install?
What is....
Goodman and Daikin
DAILY BONUS:
What are the 3 Cornel's Values
Humble, Hungry, Smart