HVAC Customer Service

Our HVAC Customer Service course provides strategies and techniques required to deliver superior customer service. Content explores methods for communicating effectively with the customer and solving problems. Current and future HVAC Technicians will learn phone and email etiquette, common courtesy, and step-by-step approaches to fast and professional HVAC customer service solutions.

HVAC Customer Service Module 1
Practical HVAC Customer Service

• Split Second Response
• Fix the Thermostat, not the Customer
• Contain, Qualify & Correct
• Attitude, Aptitude and Dreaded Morning Calls
• Qualify the Details
• Technician's Common Courtesy
• Greeting Customers
• Opening & Closing Calls

HVAC Customer Service Module 2
HVAC Customer Service Tactics

• Truth in HVAC Customer Service
• Service Placebo
• Using I Instead of You
• Accentuating the Positive
• Errors, Absolute Extremes, Imperatives
• Rushing Customers off the Phone
• Verbose Customers
• Using Restraint not Retaliation
• When Less Information is More
• Customer Service Process
• Three F Method

HVAC Customer Service Module 3
Virtual HVAC Customer Service

• Voicemail Etiquette
• Garbage In, Garbage Out
• Do It Right the First Time
• Handling Email
• Email vs. Telephone
• Email Conventions
• Email Abbreviations
• Angry Email

**Outlines are subject to change, as courses and materials are updated.**