Advanced customer service skills for RSI- trained refrigeration and HVAC technicians
The basic 1-2-3s of customer service seem like they're based in common sense. Listen to your customers, meet deadlines, know who can answer questions if you can't. However, as you advance in HVAC after your training at The Refrigeration School, Inc., you will encounter repeat, big-name customers who can really make or break your company's reputation. Below are some tips for honing your advanced customer service skills.
Learn your customers
In the days before the Internet age, workers from all industries were much more likely to be personally invested in their customers. The technology at the time, or lack thereof, made it easy. You couldn't just brush off a problem with an e-mail; you had to watch your tone and your eye contact when you spoke to or interacted with somebody.
Nowadays, it's all too easy to keep repair-person/customer interactions quick and anonymous. You might e-mail a customer a shop quote, or send them a note to set an appointment time, but never speak to that customer again or, at least, not for months, or a year. How will you show that customer that your business is the one that's worth repeat visits?
Get to know them, of course!
Learn a bit about your customers or the client company for which you do business. Don't interrogate people, but don't be afraid to have a conversation with them, either. Ask them how they're doing over the phone, or via e-mail. If they're coming to the HVAC or refrigeration shop, talk about their trip: Was traffic difficult, did they find the shop easily? If you're going to their place of business, ask how things are going: Has the work day gone well, has anything interesting happened?
People love to talk about themselves. Many of your customers will willingly reveal information about themselves, if you show that you're interested. And, this offers you an advantage, as well you will remember them in the future, greet them by name, and be able to have conversations with them. The niceties really do count!
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Let your customers know you
Perhaps even more important than knowing your customers is having your customers know you. You want to be the person they ask for when they are in need of a maintenance or repair job. Developing a kinship with them using the techniques mentioned above is a great way to get customers to know you.
Introduce yourself to a first-time customer using your first and last name. Then, identify yourself further by explaining what you do in your company be it the repair jobs, the paper work, or the project management. This will make customers more likely to remember you in the long run, and if your other customer service approaches are tops, they'll always ask for you first.
Ask for customer input
Upon servicing and completing a maintenance or repair job, ask for feedback. Show the customer that you appreciate his or her input, and ask if their repairs were completed, or their questions were answered, to satisfaction.
If your customer offers criticism, thank them sincerely, and acknowledge that you will work on the skill or shortcoming. Never argue with a customer about a complaint just cheerfully acknowledge the merit in it and offer to work on that skill or facet of customer service.
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Let them know how it works
When you work on a refrigeration or HVAC repair job for a customer or client, helping them to understand the process of your business is extraordinarily helpful. What's the repair sequence? Do you diagnose the problem first, and then order replacement parts, or is your company's policy the reverse? When can then expect the maintenance work or repairs to be finished?
Documenting the repair process through careful paperwork is another great way to demonstrate the specifics of the repair process to your customers. Besides making the billing process easier for your company to understand, you can handily document the repair procedure to show to customers or clients.
Do something extra
The types of customer service attributes that set your company apart from competitors are, truly, the little things, They're the perks that you offer, but that no one else does.
What can you offer that no one else can? Your hands-on, field instructor-led Refrigeration School, Inc. training, for sure. You can also offer little perks to a customer so that he or she is more likely to come back to your company for maintenance needs or repair issues.
Greet your customers immediately when they come into your place of employment. If you're going out on a repair job, greet them warmly upon seeing them. For your exceptional customers the people you really enjoy working with -- thank 'em. Write them a note telling them how much you appreciate their business, every year.
If your boss is amicable to the idea, brainstorm ways to show appreciation on holidays or anniversaries of your service relationship. Send a customized card of thanks on Christmas, or Chanukah, or whatever the customer or client celebrates. If you know them really, really well, shoot over an e-mail or a phone call each birthday. Your company and specifically, you will be remembered for customer service skills that are leaps and bounds above competitors'. And, even better, you'll be more likely to get repeat service.
- Get to know each refrigeration customer or client you work with after finishing your refrigeration and HVAC training at RSI.
- Likewise, ensure that your HVAC and refrigeration customers or clients remember you and can ask for you by name.
- Ask you customers how you're doing, and look for feedback on the quality of your work.
- Explain or demonstrate the repair process to your customers or clients.
- Go above and beyond customize your refrigeration maintenance and repair services so your customers or clients keep choosing you.
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illustrative of some of the career activities.
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