Opportunity Calls (Opps)
List 3 priority level 5 job types
Water Services, 15+ no cool HVAC, No heat, Leaking Water Heaters, No water/no hot water,
True or false: Callbacks/warranty 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 calling (their name), What they are calling about, and The job ( include the llink) in which it is pertaining to.
Bonus: If she cannot answer, if the cust would prefer a call or text.
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
TRUE OR FALSE: If a customer has an issue (potential callback/warranty) with an HVAC system we just installed, transfer the call to the install coordinator
FALSE - The Customer Service Team can book this job! (No transfer and attach to project).
When a customer has an expired estimate they are interested in moving forward with, what job type needs to be booked?
Review/Revise on the selling technician
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.
What was the purpose of the "baking a cake exercise" and how does it relate to what we do everyday?
The purpose is to focus in on all the details needed when booking a call so the right information can go to the right person (or technician) and create efficiency
It is also a reminder to do research into customer history to ensure we are providing accurate information
TRUE OR FALSE If there is an issue with an install for the plumbing department, transfer to the install coordinator
TRUE: 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?
____$ for Plumbing
____$ for HVAC
$49 for HVAC if this is not related to the work that was done,
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/dispatcher
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 is the best way to get information about when a technician will be arriving to a customer's house when they call in for an eta?
Reach out to dispatch!
Customer has a 10+ unit that is actively leaking, what is the job type and priority level?
HVAC Other, P5
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