Today, a great customer experience is no longer just a nice to have—it’s essential for running a successful HVAC business. Modern consumers have countless options available to them when choosing a company to work with, and they’re not afraid to jump ship for one that provides better customer service.
With that said, when customers are satisfied, they’re much more likely to remain loyal and spread a good word to their family and friends. Word of mouth is a powerful motivator and can have a huge impact on your HVAC company’s success. To earn a reputation for having great customer service, you need to be sure your representatives have proper telephone etiquette.
Here are a few tips and tricks for effective HVAC call center communication:
1. Always answer the phone.
With so many different communication options (e.g., phone, email, text, live chat, and so forth), consumers today expect an instantaneous response when they reach out to a business. On top of that, in the service industry you have to be available in order to book jobs and grow your business. In fact, not answering the phone is a primary reason HVAC businesses miss out on new gigs.
To take advantage of every opportunity, your business needs a 24/7 live answering service that enables you to always be available to your customers. After all, emergency situations have long been the status quo in the HVAC industry. When an air conditioner breaks during the summer, customers don’t care whether it’s late at night, on a holiday, or over the weekend—they just need help, and they need it as quickly as possible. That’s where you come in.
2. Be personable and empathetic.
Nobody wants to talk to a robot—especially when they’re trying to solve a problem. Tone of voice is one of the most important areas to focus on in an HVAC call center. As quickly as a friendly voice can instill a sense of comfort in your caller, answering a call in a rushed, annoyed demeanor can put a negative spin on the entire conversation.
Customer service representatives should maintain a friendly, empathetic tone to win a customer’s heart through a phone call. Your customers want to be heard, and they will certainly appreciate making a more personal connection with the call agent on the other end of the line.
3. Provide quality training.
It’s not enough to be friendly and personable, though. Your call agents need to be as knowledgeable and well-informed as you are when representing your company and your services. Training should include proper onboarding and continuous learning to ensure the best possible calling experience each time. We like to say the learning process is never over. Ongoing training keeps call agents current on any changes to your business and the services you offer.
4. Speak clearly and slowly.
Clear enunciation helps ensure that each HVAC customer fully understands what’s being said. Avoid using complicated words or speaking too fast, so callers don’t have to strain to hear and understand. A normal rate of speech is around 125 words per minute, and speaking any faster than that will make it difficult for customers to follow the conversation. Ao caller won’t have a good impression of your company if they’re confused and struggling to comprehend what’s being said.
5. Be patient and professional.
It’s important to remain professional, even when dealing with customers who are frustrated or stressed out about an issue they’re trying to resolve. Your agents should always stay calm and even-tempered throughout each call, maintaining a patient, polite, and considerate tone until the end of the conversation.
Listening skills are key when communicating over the phone. In many ways, active listening is the foundation for a successful conversation—especially in customer service. To maintain a sense of professionalism, always allow customers to finish speaking without interruption before responding.
6. Always offer a solution.
When we work on call scripts for Dexcomm clients, we always recommend starting with the end of the conversation in mind. It’s always important to end the call with clear next steps for the caller. For example, you can schedule service appointments, sell new products, share helpful resources, or put them in touch with someone else who can help them. Summarize the conversation and next steps to be sure the caller has no additional questions before hanging up.
By following HVAC call center telephone etiquette and ensuring each person who answers on your behalf is well equipped with the right knowledge and communication skills, you can exceed customer expectations and offer an excellent experience on each and every call. Get in touch for a quote and more information about our live answering services at Dexcomm.