Memberships
How much is the VIP Direct Protect 360 membership per year?
$299.00 + tax
What is the #1 most missed question when booking an appointment for a new customer?
What is the disclaimer to be provided to the non-member when booking an HVAC diagnostic appointment?
"Please turn the system off and the fan to auto at the thermostat."
A member has rescheduled their appointment today from 8am-1pm to 1pm-6pm. The CSR has rescheduled using capacity and left the Technician assigned. Who then must be notified of this change and how is this communication sent?
Dispatch: using the Office Support Chat
Customer is requesting an update on their parts/materials and the CSR submits a task. What is the response time frame we provide to the customer?
Please allow 24-48 business hours for Dispatch to contact regarding your request. Thank you!
How much is the VIP Direct Protect Multiple Systems membership per month?
$30.00 + tax
You are working to reschedule HOLDS. What tag should be applied to the Job once it has been successfully rescheduled with the customer?
Reschedule (1-2-3)
Customer has chosen to utilize the electronic check payment option for their membership. What disclaimer must be provided?
"Please be aware that if there is a decline, a $30 returned check fee will be applied to the account and will be owed along with any balance."
Non-member wants to cancel their same-day diagnostic appointment. What two types communication are needed?
1. Communication with the non-member to attempt to save the appointment
2. Notify dispatch of the cancellation via the Office Support chat
Customer is requesting to speak to the Technician. What information must the Task Description include.
Reason the customer wishes to speak with the Technician
The customer questions for the Technician
The contact information the customer would like to be used for the callback
List 3 benefits to maintenancing your home's heating and cooling system?
1. Save on energy costs
2. Avoids surprise break downs
3. Adds longevity to the system
What clarification must you gather from the customer before booking an HVAC-DIAG vs. a Sales Evaluation appointment?
Does the customer want repair options or replacement options?
You have sold a new membership! What disclaimer must the customer understand during this sale?
"The membership is a year enrollment commitment."
A customer is requesting a phone call from a technician. What is the most important information you must gather from the customer?
What they wish to speak with the technician about
Customer wants to move forward with an estimate that is over 30 days old. The CSR is to Task for the estimate to be updated. What must the Task include and WHO should it be Tasked to?
Task should include:
Which estimate needs to be updated and a request to email the updated estimate to the customer and to follow up with a phone call, as well as, the customer's preferred method of contact.
Tasked to: Keisha
What membership corresponds with the below code?
VIP360-Single
VIP Direct Protect 360
PEAK SEASON: Its 4:02PM and a non-member is asking for a same day appointment. How do you Qualify this Call?
1. How long has the system been down?
2. What is the temperature in the home?
3. How many systems are on the property?
4. How old is the system?
What is the disclaimer to be provided to the member when booking an HVAC diagnostic appointment?
"if the issue at this appointment is not related to your system's operation and no repairs are needed, you will only be charged a service. However, if there are repairs to be completed on the system we maintain and you choose to proceed, your service fee will be waived as a valued member."
Customer is escalated and asking to speak with a manager. What must you first determine prior to transferring the customer to management?
What the customer is escalated about.
Before sending a Task what must the CSR understand from the customer?
The customer's request and the reason for the request.
How often should Recurring Service Events for an active membership be performed?
Every 4 months for a total of 3x per year
PEAK SEASON: Customer had a maintenance scheduled for today but needs to be rescheduled due to demand calls. You see there is Availability tomorrow on the schedule as well as the rest of this week and next week. What scheduling option would be in the best interest of the customer AND Thermo Direct?
Next week or later
What is the disclaimer provided to the non-member when booking a recall or warranty appointment?
"If the current reported issue is NOT found to be related to the recent services, a service fee would be applied to the visit."
Name 6 of the HVAC Diagnostic Job Summary questions.
1. Are you the homeowner and do you reside at this location?:
2. How long has this concern been occurring?:
3. How many systems are in the home?:
4. Which system is having the concern(if applicable):
5. Where is system located in the home?:
6. When was the system installed?:
7. When was the last time the system was maintenanced?:
8. How many Tstats are in the home?:
9. What is the Tstat reading for the inside temperature?:
10. Do you have have a Home Warranty?: If YES: (Apply Tag to the Job & the Location Page)
11. Will you be utilizing your Home Warranty for any repairs?:
12. Are there any pets in the home?:
When submitting a Task the REPORTER must be entered. Who is the REPORTER?
YOURSELF!