Customer Relations Produced by Joe Marchese

What is Customer Service ? b Being able to communicate with the customer effectively b Treating the customer with respect b Treating the customer fairly and honestly b Respecting the customer’s property b Repairing the customer’s equipment in a timely and accurate manner

What is Customer Service ? b Explaining the problem to the customer in a clear and precise manner b Treating the customer in the same manner that you would want to be treated b Building trust with the customer b Presenting a professional image to the customer

Before You Arrive on the Job

b Find out the type of system you will be working on b Make sure you have what you need to properly diagnose and repair the system b Call the customer when you are en route b Keep your attitude at home If you are having a bad day or problems at home, you must learn to remove yourself from them while you are workingIf you are having a bad day or problems at home, you must learn to remove yourself from them while you are working

Arriving on the job

b Avoid parking in the customer’s driveway b Make sure your shoes are clean and that you will not track dirt into the home b Spend time with the customer and ask pertinent questions that will help you troubleshoot the system

Ask Questions

b Has the equipment experienced any other recent problems? b When was the last time it was repaired? b Has the unit been making any strange sounds? b When the unit was working, did it heat or cool properly?

Survey the Equipment b Without any tools in hand, determine: Where all the major components are locatedWhere all the major components are located What type of refrigerant is usedWhat type of refrigerant is used Where the electrical disconnect is locatedWhere the electrical disconnect is located What type of metering device is usedWhat type of metering device is used The condition of the evaporator and condenser coilsThe condition of the evaporator and condenser coils If there are obvious problems with the unitIf there are obvious problems with the unit

Building Trust

b Put yourself in the customer’s place b Listen to the customer b Go the extra mile for the customer b Respect the customer’s property b Show up on time b Have the proper attitude

Bad Attitudes b Will lose customers b Will cost you your job b Will cause you to misdiagnose the system’s problem b Will cause you to be careless, which may lead to injuries

Respecting the Customer’s Property b If you replace it, take it away b If you remove it, put it back b If you move it, return it b If you dirty it, clean it b If you break it, fix it

Explaining the Problem to the Customer b Explain the problem to the customer before proceeding with the repair b If you are unsure of the actual problem, be up front with the customer b Detail any planned repairs which should be done b Be clear in your explanation and ask the customer if they have any questions

Totally Unsure of Problem b Call your office for help - Let them know this immediately b If your office is unavailable you can call: –The manufacturer –The local wholesaler –A friend b Do not let the customer know of your difficulties b Do not say: “ I never worked on this before”

Clean-up b Promotes a professional image b Do not leave your work area a mess b Make sure to: Clean your work area completelyClean your work area completely Wipe down the work area, if neededWipe down the work area, if needed Remove old parts, filters or refrigerant cylindersRemove old parts, filters or refrigerant cylinders

The Service Ticket b Fill out the service ticket clearly b Detail all of the service performed b Go over the service ticket with the customer b If there any problems with the service ticket, notify your office and let them handle it b Give the old parts to the customer

Your Service Vehicle

b Is advertising for your company b Keep it clean b Keep it in good working condition b Any spare time should be used to maintain your vehicle b Keep the inventory up to date

Handling Upset Customers b Do not argue with the customer b Get your office involved b Remove yourself from the problem if you are unable to deal with the customer b Try to understand the customer’s side b When possible, agreeing with the customer usually works best

Handling Customers that are too Involved in the Repair Process b You can: Get the customer involved with the repair processGet the customer involved with the repair process Ask the customer to get some miscellaneous itemsAsk the customer to get some miscellaneous items b Answer the customer’s questions to the best of your abilities b Don’t be rude to the customer

Handling Warranties b Make the repair efficiently and with minimal downtime b Extra effort should be taken to make sure the problem is truly resolved b If it is a manufacturer’s warranty, be understanding of the customer’s concerns and answer all of their questions

Working with Other Technicians b All technicians will follow behind other technicians either from the same company or another company b It important for all technicians to respect each other b Do not talk down any other technician, it is a poor reflection on you.

Appearance Counts

b Promotes a professional image b Always keep your appearance clean b Keep yourself clean and well-groomed b Keep an extra set of work clothes in your service truck b Make sure your work boots are clean

Before You Leave

b Explain to your customer what was done b Answer any of their questions b Thank them for using your company b Remind them to call if they have any questions b Leave with a smile

Golden Rules for a Service Technician b Report for work well-groomed and wearing a clean company-issued uniform b Keep company vehicle clean and orderly b Meet customers with a smile and introduce yourself to each and every customer you meet b Do everything one percent better each and every time

Golden Rules for a Service Technician b Be committed to being the best service technician you can be. Seek education, read, study and apply your knowledge. b Do not criticize, condemn or complain. Be part of the solution instead of the problem. b Get all the facts, be a great listener, seek first to understand.

Golden Rules for a Service Technician b The customer is always right - respect their opinion b Remember the customer’s name b Be proactive: Take the Initiative and the Responsibility to make things happen b Take care of your customer, find the solution to their problem and ensure it is repaired correctly

Golden Rules for a Service Technician b Keep a positive mental attitude. b Engage in activities that will create raving customers. b Act enthusiastically and you will become enthusiastic.

Mistakes to Avoid on a Service Call b Not checking for a refrigerant leak at a service port after removing the service gauges b Not checking the condition of the evaporator coil b Relying only on reading the suction pressure of a system and ignoring the discharge pressure

Mistakes to Avoid on a Service Call b Not waiting for a system to cycle off on its temperature control b Not marking the system with the new refrigerant on a refrigerant conversion b Being too aggressive when de-icing an evaporator coil b Choosing the wrong rotation on a replacement motor

Mistakes to Avoid on a Service Call b Not checking the voltage of a replacement component before installing it b Not verifying that the power is off when working with electrical components b Damaging the threads of a bolt, nut or flare nut

Mistakes to Avoid on a Service Call b Charging an air conditioning system by replying only on gauge pressure and not checking the refrigerant charge by either the superheat or subcooling methods

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