Customer Service Roundtable Discussion

Quality Control  What type of evaluations do you perform?  Ride along with the service representative?  Actual same day "post service call" follow- up?  Phone interview with the customer?  Digital or paper review of the service representative’s service order report?

Quality Control  How many field evaluations do you conduct monthly for each field service representative?  What are the most common issues found on field evaluations?  What is your most common customer complaint?  What is your process for handling customer complaints?

Appliance Servicing How do your field representatives check ventilation on elevated or tall appliances?

Do you permit the use of use of butane lighters for servicing appliances? Appliance Servicing

 Does anyone allow a mirror or fog test to check for proper venting?  What service do you provide on sealed combustion chamber appliances?  Do you find that sealed water heaters are failing more frequently than traditional water heaters?  Are you still finding “soldered” gas appliance connectors?  Are you providing more or less service options to your customers?

Tools and Equipment Do your field personnel have a required tool set?

Tools and Equipment Do you allow your field representatives to use tool belts?

Initiation of Gas Service  Do you perform a pressure drop test or install a diaphragm meter in order to perform a clock test on a small rotary meter turn on?  Do you leave the gas meter on when there is not access to an appliance? Even if the clock test shows zero consumption?  Do you have a separate initial gas turn on and a restore gas procedure?  Do your field personnel carry ladders?  What is a typical wait time (in days) for a service request?

Personnel  What source provides the largest pool for your new hires?  How long do you train new employees before sending them into the field by themselves?  How long is your probation period? ?

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