Refrigeration and HVAC Careers: Customer Service MattersRSI of Phoenix, AZ
In the refrigeration and HVAC industry, good customer service skills make all of the the difference, no matter what your career path. Refrigeration School, Inc. graduates with good customer service skills are the employees who can successfully keep their company's existing customer base, and can expand upon it. By contrast, technicians with poor customer service skills are the employees who cause their employers to develop bad reputations, who anger customers, and who lose business for the company.
In the process of refrigeration and HVAC certification and training, each student receives detailed instruction in the technical skills he or she will need to be successful in this line of work. However, customer service skills cannot be learned in the classroom. They are developed by combining common sense with courtesy, and applying both attributes on the job, every day.
What separates refrigeration and HVAC technicians with good customer service skills from technicians with poor skills? The former group of workers is comprised of individuals who strive to develop relationships – almost, kinships – with each and every customer they perform repairs or maintenance for. The latter group is comprised of individuals acting for themselves. They're working to make money, to pay the bills – and that's it. Customer satisfaction does not concern them.
The latter group of individuals is the group most likely to find themselves struggling at work, turning away business, and eventually, perhaps, out of a job.
There is no set-in-stone rule for developing a good attitude towards and rapport with customers. However, there are several time-tested guidelines that, when followed, make for good refrigeration and HVAC workers and satisfied customers.
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Rule 1: Listen more, talk less
90 percent of diagnosing any problem in a technical or electrical system is listening to the customer describe the problem. The customer is offering you, the repair technician, some valuable clues about the problem. In fact, by listening, the technician will often be able to narrow the system repair function or problem down to several different options, which ultimately makes the maintenance and repair process easier.
Even more important, looking away, appearing bored, or constantly interrupting your customer will only annoy him or her. No one likes an interrupter or a know-it-all. And, the customer will get the impression that you're not interested in the problem and/or you're not competent to fix it – and, rightfully so.
By listening carefully and thoughtfully to what a customer has to say, you are showing them that you care about their problem and about them. This is an essential step to building a strong technician-customer relationship.
Rule 2: Stick to your deadlines
If you tell the customer that his or her air conditioner will be repaired on January 6, and it's not repaired until January 30, then you have violated a fundamental rule of customer service, and let the customer down.
Repair technicians aren't perfect – and not every repair job is smooth and easy. However, making promises you cannot feasibly keep (or, have no intention of keeping) is detrimental to the customer's image of you as a competent repair technician. And, even worse, failing to keep your promises and stick to your deadlines makes the customer much less likely to use your business for repair or maintenance work in the future.
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Rule 3: Be the helpful, knowledgeable, go-to guy or gal
There's little that's more appealing to customers than the image of a helpful, cheerful, always-ready-to-answer-questions repair technician. And, you can be that repair technician. Offer to help the customer with any questions or concerns he or she might have.
If you aren't prepared, or lack the knowledge to answer customer questions, know who you can turn to. This will help the customer to trust in your knowledge and competency, and will help your company get to the bottom of the customer's HVAC or refrigeration problem immediately. This helps ensure repeat business from customers, because the HVAC and refrigeration servicing company most willing and able to help stands out as the strongest service provider, no matter which market the company is based in.
Basic customer service skills will help you to become the best HVAC technician you can be. Take these tips to work with you – on your first job after leaving RSI, and for years to come!
- Approach every refrigeration or HVAC repair job by listening to your customers' repair issues and complaints.
- Finish a repair or maintenance job when you say you will. If you can't promise a repair by a certain date, don't give that date out.
- Be willing to help with refrigeration and HVAC customer questions and concerns. And, if you can't answer certain questions, know the people in your company who can.
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