Having to reschedule calls due to having more calls than you can handle, in an effort to maximize opportunity,

is a necessary evil of any successful dispatch team. ​

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Rescheduling is all about timing and communication. Waiting until their time window, creates a negative

customer experience and is poor customer service. Ensure that you reach out right away when you determine

they need to be rescheduled. ​

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Do not automatically reschedule them to the next day. Ensure that the timing of their rescheduled job

makes sense for the customer and for us. ​

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Add Reschedule tag when you reschedule a customer. Our goal is to reschedule a customer once, any more

than that needs to be approved by your manager. ​

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When rescheduling and deciding which day to put the customer on- use ACP and assign it to a tech. ​

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Phone Scripting:

If Updating Customer:​

Hello, this is XXX from Fire & Ice - this is a courtesy call to let you know that you are still on schedule for XXX. As soon as I have a technician available, we will reach out with his ETA. <ASK QUALIFYING QUESTION ABOUT JOB> or Do you have any time restrictions that our technician should be aware of?​

Ok, excellent, we will reach out with his ETA about 30-40 minutes before the tech is on site.​

DSR Looking to reschedule:​

Hello, this is XX from Fire & Ice. This is a courtesy call to let you know that you are still on the schedule to have service performed at your home today. We are currently in an overbooked situation, I just wanted to give you a heads up as we are running behind on our jobs for today in case you had something you needed to do in the meantime or would like to reschedule for another time that would work better for you.​

RESCHEDULE- ok, what day works best for you? <discuss timing, select & Update notes> thank you so much for your flexibility, I have gone ahead and added a $25 coupon on this job for your inconvenience. ​

NOT RESCHEDULED- ok, I will continue to keep you updated throughout the day with the tech ETA. ​

 

 

HAVENT TALKED TO:

Hello, this is XX with Fire & Ice. I have you on schedule today and I’m reach out because we have run into some rather lengthy repairs today, and we pride ourselves on always fully addressing any customer’s concerns before heading to our next customer. I’m reaching out to all of our customers to see if you have any flexibility in your schedule and be willing to reschedule to a later day. As a way of saying thanks for your flexibility I am offering a $25 credit on your account.

 

ALREADY TALKED TO:​

Hello XXX, this is XXX from Fire & Ice. I know we’ve been in touch with you throughout the day regarding the status of your service, and as you know, we’ve been running behind. As a result of some unforeseen issues that we’ve run into, it looks like we are not going to be able to make it out to your home after all. I understand that this is an inconvenience to you, and I’d like to do what I can to compensate you for your time, and the inconvenience we’ve caused you.

If it’s alright with you, I’d like to reschedule your call for _____________, morning or afternoon; whichever works best. In addition, I’m going to waive the dispatch fee so that there will be no cost to have us come out and I would also like to provide you with a $25 off service coupon which can be used with any repair option we perform for this visit. Would that

be acceptable to you​.

 

Text Scripting:

Text 1: Hello, this is ____with Fire & Ice-----I have you on schedule for today, with the warm weather we are experiencing, we have some emergencies that have tied the technicians up on existing jobs. Do you have flexibility to reschedule to XXX?

If they say no- ok, no problem, I will let them team know that you would like to stay on schedule and see if a technician opens up. (because what if all of your other calls cancel?!)

2nd text (about 2 hours later- when we can't make it) - Hello, I still have you on schedule however it looks like our techs will be tied up for the rest of the day and into the evening. I am offering $XX off to valued customers like yourself if you are able to reschedule to XXX.

Text 2: Hello, this is ____with Fire & Ice-----I have you on schedule for today, currently my technicians are taking longer on their jobs than expected.  I’m reaching out to all my customers to see if they have flexibility to reschedule to XXX?

Ok, is there a better day that works for you? I can offer $XX off to reschedule.

 

*It's important to match the customer’s tone- is their issue ruining their home? That changes your tone to match their concern, but it's important to reassure them that they have called the right company to help them. We do this with EMPATHY.

Empathy in customer service refers to the ability of customer service representatives to understand and connect with the emotions, feelings, and perspectives of their customers. It involves putting oneself in the customer’s shoes and acknowledging their concerns, frustrations, and needs in a respectful and compassionate manner.

I’m so sorry to hear this

Oh No!  Let’s see what we can do to help you out

I would be upset too

So sorry you had to go through that

I would feel the same way in your situation

Your concerns are completely understandable

What can I do to make things better

I’ll do my best to resolve this for you

If I were in your place, I would feel the same way

 

Words Are Important- Words help determine your customer service.

• 66% of customers switch companies due to bad customer service

• 58% will never use the company again after a negative experience

• 76% of consumers say they view customer service as the true test of how much a company values them

• 63% of companies expect to spend more on customer experience

• 51% of our customers are existing customers

5 Skills to offering SUPERB customer service

1. Empathy: ability to understand and share the feelings of others. At its simplest level, empathy breeds understanding. If a customer feels understood, they will feel valued. If a person feels valued, they will stick around and pay you for a longer period of time.

2. Active Listening

3. Go the Extra Mile- Always thank the customer at the end of the call before hanging up. If they thank you, make sure you acknowledge and thank them for being a customer of ours.

4. Patience: The key is to remember you are the face of the company at that moment. You cannot allow a customer’s negativity to influence the way you treat them.

5. Build Trust Through Transparency

Suggested phrases to use

 

Instead of.....Say this

Why ......Can you tell me more.

Free/Fee........No Charge or charge (trip charge, dispatch charge)

But........And

I don't know.......I will find out

No worries........My pleasure OR glad I could help OR the pleasure was all mine

Expire........Due for renewal

Sorry for the delay........Thank you for your patience