Services
What are the 3 trades of SERVICE we provide
What is.....
1. Plumbing
2. HVAC
3. Electrical
What is the name of our CURRENT maintenance plan?
What is.....
1. SmartCare
Who watches over the call board?
What is.....
ALL OF US
When do we use our script?
What is.....
1. Every call
When do we use job types?
What is.....
1. On every booked call
Who are the heads of each TRADE department?
What is.....
1. HVAC - Michael
2. Plumbing - Jerry
3. Electrical - Cam
Who is in charge of our maintenance program
What is.....
1. Hailey
What do we click on the dispatch board to count HVAC calls/ capacity
What is.....
1. HVAC Maintenance AND HVAC Service
Opening Statement
What is.....
1. It's a great day at Streamline Services, this is _____. How can WE make you smile today?
What business unit would you use for non member maintenance (plumbing)
What is.....
Plumbing service
Who can we book with (commercial, and residential)
What is.....
1. Home owners
2. Prop. Owner/ Prop. Management
How much does it cost for any additional HVAC units for maintenance?
What is.....
$19.95
What do we click on the dispatch board to count Plumbing calls/ capacity
What is.....
1. Plumbing service/install
Gathering information
What is.....
1. Name
2. Address
3. Homeowner?
4. Email/Phone Number
What job type would you use for a leaking toilet?
What is.....
Toilet repair
How much do we charge for a SERVICE fee out(NON MEMBER)? regular hours (commercial/residential) afterhours (commercial/residential)
What is.....
1. regular hours (commercial/residential) R-$89 C-$189
2. afterhours (commercial/residential) R-$189 C-$229
Can we offer just electrical and plumbing maintenance?
What is.....
1. Yes
What do we click on the dispatch board to count electrical calls/ capacity
What is.....
1. Electrical service
How to be C.U.T.E during each call?
What is.....
C- Control
U- Urgency
T- Tone
E- Empathy
Customer is looking for a PARTIAL duct replacement... what business unit would we use?
What is.....
HVAC Service
3 services (1 for each trade we do not provide)
What is.....
1. Plumbing - Drilling wells, grease traps, irrigation lines
2. HVAC - sell parts without installing, install customer supplied units
Electrical - generator repairs/ maintenance, lights that do not run to the home/building
Dispatch fee with maintenance plan?
What is.....
1. R - no dispatch fee
2. $129 afterhours
What are the call board counts?
Plumbing
HVAC
Plumbing
What is.....
Plumbing - 2.25
HVAC - 3
Electrical - 2.5
What is the best way to show active listening?
What is.....
1. Answering the question with the question
Customer is calling BACK in regarding an outlet that is not working - we went out to the home previously for the issue, but performed NO work just a diagnoses - what job type are we going to use?
What is.....
Electrical Fixture Install/Repair