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GREETING:
“Thank you for calling Fire & Ice, this is <your name>, who do I have the pleasure of speaking to?”
[customer response] (no pause or silence) “great, how can I help you today?”
[listen to customer issue]
(give empathy phrase), “We can certainly help you with that, let me gather some information.”
INFORMATION GATHERING-
EXISTING CUSTOMER- confirm address, email & phone number and go to #2.
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If member- “I see you have our membership. Thank you for being part of the Fire & Ice Family.
NEW CUSTOMER click +new customer
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Address- Zip code- confirm it's in our area, if not- “My apologies your home is outside of our service area.”
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Phone number
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Email address
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“Are you the homeowner?”- put name and role next to number and email address (joe, owner)
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NO- “We want to get out there to help you but we will need the homeowner to call and give authorization to work on their home. Once we have authorization, we can schedule service. Can you have the homeowner/landlord give us a call? They can schedule service or give us authorization to allow you to schedule service”
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Who is responsible for payment?
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Exceptions – If the homeowner is elderly and their adult children are calling to schedule an appointment, that is fine, as long as the adult child is on site for service
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Select Residential or Commercial
CLICK TO NEXT SCREEN
2. “Tell me more about the issue you are having”
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Enter job type & select business unit
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Enter Marketing Campaign (if not dafault)
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Fill in all boxes on screen
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Enter Summary Notes for the job- age & location of equipment, time restrictions discussed.
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Ask any other job specific questions or re-verify the info you have.
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Correct tags if needed.
3. Commercial & Tenants- get a card on file.
SCHEDULE-
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If on urgency ladder= EMERGENCY or SAME DAY- “This sounds like an emergency job and our goal is to get you taken care of right away – Let’s get a technician out to your home(business) today” (If the customer is not available today, ask what day would be convenient for them)
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Select today and leave tech as unassigned if tech not available on ACP.
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NON-EMERGENCY-
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Click Check Availability-
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“What day works best for you?” “Does Morning or Afternoon work best”
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Select week they would like- Schedule according to the customer request-pick a window that is available
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“I have the time window of ___available. Does that work?”
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Click the “i” to see what tech is available.
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Dispatch Fees
IF NON-MEMBER-
IF MEMBER-
RECAP
EMERGENCY/TODAY-
“Let me share with you what to expect from us today. I have marked this as a priority call since it is an emergency.-- I’ll turn this over to the dispatch team and they will reach out to confirm-----When our tech arrives, they will assess the situation and will discuss their findings & different options to move forward---Our goal is to get you taken care of the same day. We’ll reach out to you with an ETA when the tech is on the way.
OR
NON-EMERGENCY/NOT Today-
“Let me share with you what you can expect from us. I have you on schedule for _______ with the time window of______. You will get a text confirming your appointment and we will reach out when a tech is on the way. --When our tech arrives, they will assess the situation and will discuss their findings & different options to move forward. --We work with upfront, flat rate pricing so- we will never move forward without your approval or without you knowing the price ahead of time--Our goal is to get you taken care of the same day since they have well-stocked trucks.”
OR
MAINTENANCE VISIT-
“Let me share with you what you can expect from us. I have you on schedule for _______ with the time window of______. You will get a text confirming your appointment and we will reach out when a tech is on the way. --When our tech arrives, they Complete your <INSERT TRADE> maintenance/tune-up--Our goal is to get you taken care of the same day since they have well-stocked trucks.”
“(customer name), you are all set, is there anything else that I can help you with today?”
“Thank you for calling Fire & Ice, have a wonderful day!”
