Program Duration: 1 Month
Course Contact Hours: 25
Student Tuition: $499.99
Our HVAC Customer Service training program offers methods and techniques required to deliver exceptional customer service. Content explores approaches for communicating effectively with the customer and solving problems. Present and future HVAC Technicians will master phone and email etiquette, common courtesy, as well as detailed approaches to quick and professional HVAC customer service solutions.
After completing this HVAC Customer Service training program, you will have the ability to:
- Identify methods for welcoming customers and interacting with customers effectively.
- Recognize approaches for dealing with difficult customers and disruptions during your work.
- Recognize approaches for preventing bad situations from becoming worse by focusing on the positive.
- Understand the value of patience and empathy when dealing customers.
- Recognize techniques to use for correct phone and email etiquette.
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 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
- HVAC Customer Service Handbook by Steve Coscia
- Broadband or high-speed internet access is strongly recommended. Broadband includes DSL, cable, and wireless connections.
- Dial-Up internet connections will result in a diminished online experience. Moodle pages may load slowly and viewing large audio and video files may not be possible.
- Virtually all Windows-Mac hardware configurations and processors are acceptable.
- 1 GB RAM recommended
- Operating Systems
- Windows XP or Vista and Mac OS X 10 and higher
- Web Browsers
- Mozilla Firefox 2 and 3 (previous versions will work also)
- Internet Explorer 6, 7 and 8
- Safari is not currently recommended as it cannot display certain Moodle editing menus for both students and instructors
- Media Plug-ins (These may be required depending on your course media-click on the links below to download the latest versions)
- Adobe Flash Player
- Adobe Acrobat Reader
- Apple Quicktime
- Windows Media Player
- Real Player
- PowerPoint Viewer (use this if you don’t have PowerPoint)