Steps to Booking a call:

Greeting: with empathy

Gather Customer info

Gather job Info

Schedule

Recap: Let me share what you can expect from us.

Thank You.

 

Do’s

• CSRs focus is to book every job a customer calls us for.

• Follow the steps on the Inbound Call Script

• Gather customer info before talking about availability and scheduling

• Use ACP to book availability- if no tech populates, leave as unassigned tech and still book for the day it says.

• Same Day Service regardless of ACP- Book on unassigned tech. When to book same day:

  • Use the Urgency Ladder

  • 10+ years equipment age

  • Active leak

  • No cool/No water

• If booking more than 1 call or using manual to book- use the marketing campaign from the original inbound call.  ***its easier to search the campaign on the booking screen than after its booked.

• If existing customer- confirm both address AND email address.

• Zip Codes- Use the zip code list from the playbook so you have the latest list. Search by WORKSHEET, not by TAB

• If you are following the script, you will gather the customer info and will know the zip code. Don't ask as a standalone question or before you gather all customer info.

Don’ts

• Do not select time/day by looking at the dispatch board to schedule customer. WHY?

  • selecting an open schedule isn’t accurate for booking

  •  the dispatch team moves the jobs around depending on what is happening that day

  • Things change in terms of tech and the urgency of the job- they send the RIGHT tech to the RIGHT call based on immediate needs.

• Diagnosis issues over the phone, this is the techs job, our goal is to book the job.

• Don’t share that we are shorthanded, or have 1 tech so we are weeks out.

  • If you say we only have tech or are shorthanded, that sounds undesirable or an issue.

  • If you say we are booking out then we are busy- yes, we are busy and in demand- that's a good problem, not bad.

• When talking to a customer about them speaking to the answering service, communicate as you would if they talked to anyone internally, the customer impression is it is our company. Do not communicate otherwise.

• Do not over-communicate by giving internal details to customers. Sometimes less is more for customer service.

  • For example, do not overshare why we can’t schedule an earlier appointment or why a technician is running behind.

• Do not delete locations.

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*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.

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• 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

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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

• We can certainly help you with that, let me gather some information.

• This sounds like an emergency job that needs to be taken care of right away, let me gather some information to get you taken care of.

• Our tech is the expert so they can certainly answer those questions when they are on site.

 

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