CSR
What is one thing should you do before ending every customer call?
Confirm appointment details and ask if they need anything else.
What is one of the most important things in Dispatching?
Communication
What maintenance helps extend the life of a water heater?
A water heater flush.
What tone should be used on every customer call?
Friendly and professional.
Who is the company mascot?
Monty the Mole
When answering the phone, what is our Company greeting?
Thank you for calling Molberg Plumbing, where no job is too big or too small, we doing it all. This is (blank) how can I help you?
What information should every technician receive before heading to the customer?
Customer info, address, issue details, and special notes.
True or False: Membership follow-up calls are considered cold calls.
False — they are existing customers and service follow-ups.
Customer says: “I can’t miss work.” What would you say?
Offer available time windows and reassure communication updates.
In what year was Molberg Plumbing established?
2018
Why is it important to repeat appointment details back to the customer?
To confirm accuracy and avoid miscommunication.
What should dispatch do if a technician is running late?
Notify the customer and provide updates.
What is the purpose of offering membership options?
To provide value and encourage repeat business.
What is the goal when offering appointment times?
Giving options, while being helpful.
What is the goal of every customer interaction at Molberg?
Excellent customer service.
A customer says, “I just want pricing over the phone.” What should you explain?
Pricing depends on diagnosis and a technician visit ensures accurate solutions.
Why should route changes be communicated immediately?
To avoid delays and tech/customer frustration.
What is one benefit customers receive from memberships?
Priority service, discounts, or maintenance benefits.
What should you do before placing a customer on hold?
Ask permission first.
What helps Molberg stand out from competitors?
Communication, professionalism, and customer care.
What is the purpose of asking follow-up questions?
To better understand the issue and dispatch appropriately.
What is the primary goal of dispatch?
Getting the right technician to the right job efficiently.
What financial benefit do members usually receive?
Discounts on services or repairs.
Customer says: “Your company is expensive.” What would you say?
Emphasize quality service, professional diagnosis, and long-term solutions.
What are Molberg's C.O.R.E Values?
Welcoming
Attentive
Trustworthy
Efficient
Respectful