Customer Experience
This is the first thing a technician should do when arriving.
What is introduce yourself and greet the customer.
You should review this before dispatching to the call.
What is job notes.
Always verify this before replacing parts.
What is the root cause.
Repairs should begin only after receiving this.
What is customer approval.
This tool is used to measure voltage, ohms, amperage, microfarads, and sometimes temperature.
What is a multimeter.
Before entering a customer's home you should always wear these.
What are shoe covers.
This is the time frame that customers are expecting us to show up for first call.
What is 8:00-8:30am.
What should be checked first on a no heat or no cool call?
What is a call for heat or AC at the thermostat.
After replacing a component or leaving the call you should always do this.
What is test the system operation.
This tool is used to accurately measure system refrigerant pressures.
What are manifold gauges.
After diagnosing the issue, you should always provide this before beginning repairs.
What is customer relevant solutions with a detailed description of the work being done.
What should you do if you are going to be late to a call especially the first one?
What is let dispatch know or call the customer if after hours.
What should you always check before testing refrigerant pressures? Please provide at least five answers.
What is static pressure, blower speed settings, cleanliness of system, open/closed vents, dirty filters, restrictions in ductwork, and restrictions in refrigerant lines.
What should you include in the parts chat if a part is needed to be ordered. (Normal business hours) MUST HAVE ALL INFORMATION TO COUNT
What is customer name, job number, model number, serial number, part number, price, ETA, po number, what the part is, and when the customer is expecting us. NEVER PROMISE A CUSTOMER A DATE WITHOUT APPROVAL FROM MANAGEMENT.
This tool is used to measure duct work sizing.
What is a ductulator.
What is the most important thing to get when a customer agrees to do the work?
What is a signature on an ESTIMATE.
Name four things we should verify before arrival.
What is correct address, if equipment is in S/T, customer concerns/requests, job type, and membership status.
Never assume this during troubleshooting.
What is that the first failed part is the only problem.
Why should technicians document completed repairs in detail.
What is for warranty purposes, future visits, customer records, and company documentation.
This tool is used to measure what your vacuum is at on a refrigerant system.
What is a micron gauge.
Name three ways to get a five-star review from the customer.
What is asking for one, ensuring the workspace is clean, not leaving the customer with questions, thanking the customer for having us in their home, and leaving a detailed invoice with PICTURES after we are done at the call.
DAILY DOUBLE
Describe the complete arrival procedure from parking until entering the home.
What is hitting arrive on S/T, ensuring we are at the correct home, grabbing shoe covers, going to where the customer requests us (front, side, or back door), and knocking on the door.
Walk everyone through your diagnostic process from the initial conversation with the customer to the final diagnosis.
What is a detailed and correct diagnosis.
Explain how you would present repair options versus replacement options.
What is a correct and detailed response.
Name five HVAC service tools and explain what each one is used for.
What is correct answers.