A lot of technicians that work on HVAC systems are highly mechanically inclined and usually even tech-savvy. A few do not have the customer relationship abilities required to manage often angry customers while on repair calls. This page gives the technician a few important points to concentrate on when dealing with customers. The goal of this article is to boost their interpersonal skills when working with customers so that in the end everybody's day ends a little better.
First, customer's are almost always wrong. You know this and I know this. However, when speaking to them it is essential that you don't attempt to try and correct them. Instead of saying "no sir that's incorrect" try rephrasing it so it sounds less accusative and more helpful, for instance, "yes sir I can understand that, I am thinking that may be caused due to this though...". The second sentence may help build rapport with the customer by educating them but still appearing to appreciate their opinion.
Then, it's helpful to just let the customer vent. Often many customers that have had their AC units broken or heater not working will be rather agitated. They will want to express their frustration. Rather than interuppting just hear them out. You'll be surprised by exactly how much your listening can better their mood. Don't forget, you are the professional, not them.
Last but not least, show them your confidence. None of us likes working with an unskilled individual, we all want the very best. Show them your an HVAC professional for a reason and that you have the expertise and skill set to not only solve their problem but restore their quality of life. They are dependent on you repairing their system. Reassure them that you'll get it handled even if you don't know the issue off hand. Making statements such as "well, I don't if I can fix this right away" will only make them more irritated, a thing you don't need.
Customer support isn't the main reason a lot of us joined the HVAC industry but one thing is clear and that is the the vast majority of people enjoy helping others. Bear in mind that this is what you are doing when you set foot into a customer's home, you are helping them. Lacking you they could not enjoy their comforts. Staying polite and confident will go a long way and will make it easier to take pleasure in your job even more than you do now.
First, customer's are almost always wrong. You know this and I know this. However, when speaking to them it is essential that you don't attempt to try and correct them. Instead of saying "no sir that's incorrect" try rephrasing it so it sounds less accusative and more helpful, for instance, "yes sir I can understand that, I am thinking that may be caused due to this though...". The second sentence may help build rapport with the customer by educating them but still appearing to appreciate their opinion.
Then, it's helpful to just let the customer vent. Often many customers that have had their AC units broken or heater not working will be rather agitated. They will want to express their frustration. Rather than interuppting just hear them out. You'll be surprised by exactly how much your listening can better their mood. Don't forget, you are the professional, not them.
Last but not least, show them your confidence. None of us likes working with an unskilled individual, we all want the very best. Show them your an HVAC professional for a reason and that you have the expertise and skill set to not only solve their problem but restore their quality of life. They are dependent on you repairing their system. Reassure them that you'll get it handled even if you don't know the issue off hand. Making statements such as "well, I don't if I can fix this right away" will only make them more irritated, a thing you don't need.
Customer support isn't the main reason a lot of us joined the HVAC industry but one thing is clear and that is the the vast majority of people enjoy helping others. Bear in mind that this is what you are doing when you set foot into a customer's home, you are helping them. Lacking you they could not enjoy their comforts. Staying polite and confident will go a long way and will make it easier to take pleasure in your job even more than you do now.
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