Parts & Pieces
What part lifts the door when the opener isn’t working?
Springs
What’s the first thing you should say when answering the phone?
Poulson Garage Doors, this is blank, how can I help you? 😊
What’s the most important info to confirm before booking?
Address and contact info
A caller is upset about price, what do you do first?
Listen, empathize, escalate to a manager immediately. Chris will do just about anything to avoid bad reviews over price.
When was our company founded?
2013
What safety feature keeps the door from closing on objects?
Photo eyes / safety sensors
What should you do if you don’t know the answer to a customer’s question?
That is a great question, let me double check with manager really quickly.
(If it is not a "quick" question, tell them you are not sure but you would be more than happy to have a manager for garage door tech give them a call back to better assist.)
If a tech runs late, what should you do?
It is our technicians responsibility to make this judgment. If they are running behind, they need to call their customer, or they need to ask the office to place that call and we can 100% do that!
A customer’s calls at 4:50PM, door is stuck open and it’s storming, and all technicians have gone home for the day — what’s your next step?
Ensure the customer we can get them taken care of right away. We would need to check with our technicians to see who is available to go back out.
What’s our company slogan or motto?
To put your name on every job, is to take pride & ownership of your work.
What’s the long metal piece the rollers move in?
The rail or track
What’s one bit of information you should be cautious giving to a customers over the phone?
Pricing
Exact arrival times
Bonus: Don't provide ETA to HD customers... unless you are willing to face their rath lol.
What’s the best way to prioritize emergency calls?
By safety/urgency and location
Someone keeps interrupting you — how do you regain control politely?
Acknowledge them and redirect (“I understand, may I ask a quick question?”
How many technicians do we have on staff? (service, install, resi and commercial.)
5
6 counting Tim
What’s the most common cause of a noisy door?
Lack of lubrication or worn rollers.
What’s the best way to handle two calls at once?
1st come 1st serve. If you are helping a customer and another call comes in, do not panic. Give your customer you undivided attention. The call can be picked up by other office staff, or the call can be returned once your 1st customer has been handled.
What should you do if the schedule is full and someone calls at 2PM for a broken spring needing us out asap, and our guys are booked from 3-5.
We offer same day service, so we would still need to find a place to squeeze them.
The customer says they called before and scheduled and no one came — how do you respond?
Apologize, check records, and take ownership. Poulson is better than that.
*Elaine Bailey
What’s one thing that makes us different from competitors?
Our mission is to lead the industry in adaptive new technology, employee engagement and customer satisfaction.
"We are in the customer service industry."-Chris
What does R-value measure?
Insulation efficiency
What’s the golden rule of customer service tone?
Smile through your voice
What’s one way to prevent double-booking?
Listen to your team while they are taking calls that may sound important. ALWAYS REFRESH HCP
What should you say when a customers ask you how you are?
Tell them you are good, great ect., but do not skip over asking them how they are doing. It comes off as rude to some people, even if we are just on autopilot.
What’s our #1 goal for every customer call?
To earn a customer for life.