Customer Service
What is the Strada Services Greeting?
Thank you for calling Strada Services this is ______. How may I help you today?
This type of call usually receives the highest scheduling priority.
What is a no cool/heat and a leaking unit
This device controls the heating and cooling system
What is a thermostat?
How long is the grace period.
What is 7 minutes
This is created every time a customer calls for service.
What is a job.
What is the next step in the call script after you say the greeting?
What is Confirm + Reassure
This should always be verified before dispatching a technician.
What is the customer's address and contact information?
Customers should replace this item regularly to improve airflow.
What is an air filter?
What is the minimum requirement for QA.
What is 85%.
This program encourages routine HVAC maintenance.
What is a preventative maintenance.
What information is essential before scheduling service.
What are the customer's name, address, phone number, and issue?
Customers should be informed of this before the technician arrives.
What is diagnostic/dispatch fee
Regular maintenance helps prevent these.
What are unexpected breakdowns and costly repairs?
How many attendance infractions will result in a written warning?
Refunds should always follow this.
What is company policy and approval
This helps avoid misunderstandings after scheduling an appointment.
What is confirming the appointment date, time window, and contact information?
If a customer needs to reschedule, you should do this.
What is offer the next available appointment and update the schedule?
Name one common type of cooling system.
What is central air conditioners, heat pumps, or ductless mini spilt systems.
How many weeks in advance should you request PTO.
What is 2 weeks.
You would navigate here to review a customer's previous service calls, invoices, and equipment.
What is the customer profile
When you don't know the answer to a customer's question, you should do this.
What is tell the customer you'll find the correct information rather than guessing?
This information helps technicians arrive prepared.
What is a detailed description of the HVAC issue?
What does HVAC stand for?
Heating, Ventilation and AC
What is Saturday to Sunday.
True or False you would book a retail warranty job in ServiceTitan.
What is true.