5 Day Telephone Training System

Customer Service
Representative
Management
5-Day Telephone
Training System
About The BIG TIME
5-Day Telephone
Training System
Congratulations on your purchase of BIG TIME 5-Day
Telephone Training System. In order to use the compact disk
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DISCLAIMER
Because laws vary from state to state be sure to have

your lawyer read over all information to verify the use of this
book with your states current laws. Any scripts or forms con-
tained inside this book are to be modified to meet the codes
and laws in your area.
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The Turn Key Telephone 5 Day Training System
Before You Get Started Day Three
Reasons to Use Telephone Training 6 Making Delay calls 71
Where are You Now? 8 Delay Call Script 72
What Will it Look Like When it’s Done? 9 Making Reschedule Calls 74
Reschedule Call Script 75
Company Facilities & Policies Delay and Reschedule Sheet 76
The Answering Room Environment 10 Learning and Using the Computer 77
Putting customers on Hold 77
Desks and Chairs 10
Reasons to Put Someone On Hold 78
Headsets 11
Handling Multiple Calls 78
Mirrors 11
Day Three Checklist 80
Phone Lines and Phone Systems 11
Voice Mail Systems 12 Day Four
Personal calls 13
Service Ticket Filing System 83
CSR Tools Needed 13 Step 1 - Review Recommendations 83
Hiring, Recruiting and Pay 14 Ask if Work is to be Done Script 84
The Help Wanted Ad 15 Step 2 - Planned Service Agreements 85
Responding to the Ad 16 Step 3 - Sending Out Thank You Cards 86
The Job Seminar 17 Filing Away the Tickets 87
Recording Phone Calls 18 Day Four Checklist 88
Weekly Review 18
Day Five
Writing and using a Script
The Final Exam 90
Why Use a Script? 19 Final Exam - Answer Key 96
Elements of a Good Script 20
Building Your Script 21 Scripts & Forms
Using the Alternate Script 22
Tune Up Call 102
Main Customer Service Script 28
Repair Call 103
5 Day Training System Estimate Call 104
Gathering Information 105
The Hiring Check List 29 Alternate Scripts 107
The Training Schedule 31 Delay Script 108
The Job Description Contract 32 Reschedule Script 109
Day One Reasons To Hold 110
Recurring Questions 111
Introduction to Staff 42 Job Application Status 112
New Employee Paper Work 42 Ask For Work To Be Done 113
Company Policies and Facilities Training 43 Referral Cards 114
Using a Script 46 Thank You Cards 115
The Elements of a Good Script 47 Planned Service Cards 116
The Greeting 47 Planned Service Flyer 117
The Sale 48 Resolving Customer Concerns 118
Alternate Scrip 50 6 Steps to Resolving Customer Concerns 121
Reasons to Use Your Company Script 51 Customer Concern Form 122
Phone Message Form 52
Day One Checklist 53
Day Two
The Phone System 56

Gathering of Information 58
The Close 63
The Customer Quality Follow Up Script 64
Day Two Checklist 67
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4
Before You Get
Started
-An introduction of
where you are now and
where you need to be
at a minimum.
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Before You Get Started
Reasons to Use Telephone Training

There is no single activity that the Service Business employee spends more time doing, (and
less time improving), than using the telephone. Most businesses are offended by the notion that
their phone skills are not good. What’s the big deal? It’s only a telephone! Or is it?
Upper level Managers spend twice as much time on the phone as they spend on paperwork or
reading. Even though they are always seemingly “in a meeting,” the truth is most people avoid
the use of the most single powerful communication tool in the world. Should communication
be avoided? Why do we avoid it?
Picking up the telephone is avoided for one reason.
If not properly trained, phone calls can kill all of the productive time during your day.
This is the fundamental notion behind phone training. If you are trained, scripted and tested for
every situation, (Listen up),
Your Company, the Managers and the Owners will save time.
Time that everybody pays for in lower wages, less profit and less time doing the real job. The
real job of all Service businesses is taking care of the customer.
Reasons to use Telephone Training
 Training closes more sales calls. (Over 95%)
 The Company credo, mission, or “way of doing it” is expressed to the customer every time.
 With training, everybody knows what is said to the

customer. (Because we are all saying the same thing.)
 Training gets calls delegated to the most effective place to handle the concern.
(Not always the owner’s desk or 50 post it notes on the owner’s computer screen.)
 Enhance your internal communications. (No more, “I left that message on your desk!”)
 Save time. (Long winded talkers, giving the wrong story to the wrong person.)
 Be perceived by the customer and your employees as a professional company.
 Never hear the words “phone tag,” again. (Don’t you hate that phrase?)
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Reasons to Use Telephone Training cont’d...

 Communicate without stress. (Because your employees know the probable outcome of
every situation.)
 Allows you to operate a Turn Key company. Enhancing value, (tremendously), to the com-
pany in the eyes of potential investors and buyers.
We all assume we know how to use the phone. The sad reality is that companies lose hundreds
of thousands of dollars each year by not being trained.
Turn your telephone into a profit producing power tool. Saving phone time and increasing ef-
fectiveness are simply matters of training and technique. We all use the phone and we can all
learn more skills to help us get things done.
You can use you telephone more profitably. The Big Time Telephone Training System will help
you turn that undervalued desktop appliance into your powerful business ally.
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Where are You Now?
Self Test
Yes No
At our company we:
  Provide a “quiet,” specific, environment in which to answer phones.
  Isolate the CSR from the Dispatcher, the Technicians and the Office Personnel.
  Have necessary equipment for CSR. (Headsets, Desk, Chair, Mirror, Forms)
  Prohibit food and drink in the phone answering room.
  Have trained professionals answering the phones.
  Use a brief courteous greeting.
  Follow a professional telephone script.
  Do not quote hourly rates or prices, and we still book 95% of the calls received.
  Route call to internal employees voice mail or extension without screening.
  Record where company name and number were found for each call.
  Provide “reasons” to put customers on hold before doing so.
  Have a memorized, effective response to “how much” question.
  Close calls with people who “insist” on a precise quote before scheduling.
  Handle objections to price and schedule in a standardized manner.
  Explain diagnostic charge the same way every time.
  Help sell service agreements on every call.
  Smile while we talk to customers.
  Are trained in proper use of voice tonality.
  Spend less than four minutes booking each call.
  Know how to handle and control angry customers.
  Can handle several incoming calls at the same time.
  Can handle “I want to speak with the owner” calls without the owner.
  Can explain benefits of flat rate pricing to the customer.
  Have a standard method of asking for payment without offending customers.
  Call customers to let them know their call is being delayed using a script.
  Take every single call no matter what time the customer wants it.
  Have a complete job description contract in front of CSR at all times.
  Have a script to take job applications that gets 90% of all applicants to come in.
  Never get caught in the tenant/landlord squeeze.
  Have a script to handle vendors and solicitations.
  Review the performance of call takers, once a week using a tape recording.
  Communicate our company credo to every customer. (We’re the guy’s who…)
TOTAL SCORE:
If you scored more than 3 No’s – You can benefit from this training.
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What Will it Look Like When it’s Done?
Begin with the End in Mind

When you have fully implemented this training you will:
 Provide a “quiet,” specific, environment in which to answer phones.
 Isolate the phone area away from the Dispatcher, Technicians and Office Personnel.
 Have necessary equipment for CSR. (Headsets, Desk, Chair, Mirror, Forms)
 Prohibit food and drink in the phone answering room.
 Have trained professionals answering the phones.
 Use a brief courteous greeting.
 Follow a professional telephone script.
 Not quote hourly rates or prices, and we book 95% of the calls.
 Route call to internal employees voice mail or extension without screening.
 Record where company name and number were found for each call.
 Provide “reasons” to put customers on hold before doing so.
 Have a memorized, effective response to “how much” question.
 Close calls with people who “insist” on a precise quote before scheduling.
 Handle objections to price and schedule in a standardized manner.
 Explain diagnostic charge the same way every time.
 Help sell service agreements on every call.
 Smile while we talk to customers.
 Are trained in proper use of voice tonality.
 Spend less than four minutes booking each call.
 Know how to handle and control angry customers.
 Handle several incoming calls at the same time.
 Handle “I want to speak with the owner” calls without the owner.
 Explain benefits of flat rate pricing to the customer.
 Have a standard method of asking for payment without offending customers.
 Call customers to let them know their call is being delayed using a script.
 Take every single call no matter what time the customer wants it.
 Have a complete job description contract in front of CSR at all times.
 Have a script to take job applications that gets 90% of all applicants to come in.
 Never get caught in the tenant/landlord squeeze.
 Have a script to handle vendors and solicitations.
 Review the performance of call takers, once a week using a tape recording.
 Communicate our company credo to every customer. (We’re the guy’s who…)
You will be the ultimate professional.

Head and shoulders above your competition.
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Getting Started-Telephone Room Facilities
The Answering Room Environment

The entire company must understand and respect the need for a specific, quiet environment to
answer the company phone calls. Here are some guidelines to follow:
 The theme should be pleasant, a light color and well lit.

 The room should be 3 to 5 degrees cooler than normal. This is to promote an alert
environment that promotes being ready and staying awake.
 The room should be carpeted with sound insulated walls.
 Motivational posters and flowers should be placed in the room and changed often.
 No drinks or food is allowed in this room. Take breaks in a different room
 Radio or background music, must be eliminated. (This is not the beach.)
 This area MUST be quiet and free of interruptions. The door to room should be
locked from the inside if possible, with only managers having a key. Above all, field
personnel are not allowed in this room.
If you don’t do the above, stop here and send back this material. The need for quiet,
unin- terrupted, communication is the most important element in an effective, professional,
customer service telephone-answering room.
Imagine going to a fine hotel and the desk person trying to check you in while being interrupted
by other employees. Or a radio blaring Rap Music in the background. You would, no doubt,
walk out of such a hotel. If you like music, play it in the break room.
The CSR is your front desk person. The first personal contact your customer is having with you.
What message are you trying to send?
If you were creating 500 businesses like this what would be allowed? Think about it. Does
McDonald’s allow the person at the front counter to have a radio while taking orders from a
customer? Complete concentration is required.
Desks and Chairs

Desks should remain free of clutter. No paper mess. The only papers should be
CSR forms and laminated copies of the scripts to be followed.
Chairs must be comfortable. Make sure they are adjustable to accommodate

different sized people. It is important to provide good service to the Customer
Service Representative if you expect them to provide good service to the cus-
tomer.
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Mirrors
CSR’s should have a large mirror so they can see the expression on their faces when they are
talking to a customer. Signs saying, “Smile, you’re the best,” or other smile slogan’s should be
used. Above all, always smile yourself when dealing with a CSR or anyone in your company
who deals with the customer. When the employees see the boss smile it is much easier for them
to smile as well. People just want to “fit in” so they’ll do as you do.
Headsets
Professional headsets must be used by all Customer service representatives. This keeps the fo-
cus on the CSR being a professional. Remove all handsets from the telephone answering room.
Never is anyone to “just grab” the phone. Only the trained professional CSR is to answer the
phone. This includes the owner. (Are you listening?) There are no exceptions to this rule. The
headsets must have the following:
 Quick line disconnect (So that headset can be disconnected without taking them off)
 Two earphones (So that no background noise can be heard)
 A volume control
 A mute button
(So that conversations with a manager can happen without putting customers on hold)
Phone Lines and Phone System

The following is recommended:
 Use digital phone lines if your local phone company gives you that option for clarity.
 Use local area code numbers to give the customer the impression that you are in their
town. Toll free 800 numbers are too “corporate” for selling to homeowners.
 Get an advertising message that’s fun for the customer while he’s on hold. You must
entertain the customer while they hold. Make a company jingle or make up funny stories
about problems your customers have and how you “saved the day” with
your service.
 Don’t be afraid to let your customer laugh...
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Voice Mail Systems

A voice mail system is necessary to provide communication with internal and external custom-
ers without having a post-it note barrage of messages. The problem with written messages are
that people just don’t write everything down, every time. This leads to a miscommunication ill-
ness that can cost businesses thousands of dollars.
Remember, a voice mail system is for messages only. DO NOT HIDE behind a voice mail sys-
tem. A voice mail system is not a replacement for a professional CSR. It is only in place to save
a CSR time in having to write down messages. Voice mail must enhance, not prevent or stall
communication with the customer.
Here are things to remember about voice mail:
 Assign everyone in the company an extension with the manager having all mail
box pin numbers listed to check for content of calls.
 No personal calls are allowed on this system.
 NEVER have the voice mail system be the first contact with your customer. The VM
system is only to insure message accuracy and to stop “paper” messages.
 Do not ask if the party wants to take the call, just transfer to extension. The VM
should do the rest. Consider getting caller ID, if legal in your state so that call recipi-
ent can decide if they wish to take the call.
 Give anybody who sells two mailboxes, one for messages and the other for out pag-
ing. This eliminates message taking by CSR, paging by dispatch and the communica-
tion necessary to do so. It will save a lot of time and get the sales person the message
immediately.
 Consider using the VM system as an alternative to an answering service for late night
emergency calls. With a voice mail system you can control what is being said to a
customer. Whereas, you can’t control what the answering service will say when tak-
ing your calls. Just don’t forget to write an effective script that services your customer
well.
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Getting Started-Company Policies
Personal Calls
No personal calls are to be taken or made while CSR is at their desk. All personal calls must be made at
“break” time assigned by manager. Any personal calls that come in are to be taken using the following
guidelines:
 A manager must approve the call.

 The Call must be taken away from the CSR desk, in a break room or private office where
the content of the call remains private. This again prevents distraction and gossip.
 Personal calls are to made on a line not used by customers so as to not block out
customers. If call a comes in on a customer line, CSR is to take a message and call back on a
non-customer line.
CSR Tools Needed

Every Customer Service representative must have the proper tools at their desk to do the job correctly.
The following is a list of some of those tools:
 The Main Script and Alternative Response Scripts. (Laminated or sheathed)

 Message notes for follow up on important voice mail messages.
 Two black ball point pens.
 Voice Mail instruction sheet. (Quick reference, not the whole book)
 Computer with professional service business program.
 Job Description Contract. (To stay on the right path)
 Job follow up forms and Quality audit forms with script. (For quality follow up calls.)
 Copy posted of all company advertised sales ads and service contract information.
All rules in a Turn Key business are important and must not be bent. This is an area where a lot of bend-
ing will be tried. Do not allow it. Not so much for the sake of this rule, but for all the other rules that
must not be bent.
You are the owner. It is your desk, not the Customer Service Representative’s. Control what is at the
desk so that the truly important scripts and procedures can be seen at all times. Do not allow the script to
be put in the “bottom desk drawer.” If you do, that is where it will remain, unused, a joke to your em-
ployees about the latest thing that you are trying. Do not allow clutter or personal items at the desk. Al-
low only the things that you are approving.
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Hiring, Recruiting and Pay

Whenever talking about hiring and paying people, the subject is often met with a groan from
most business owners. The fact is, businesses do have trouble attracting top candidates. In fact,
if your business had to rely on hiring extraordinary people to do the work, most businesses
wouldn’t last. The truth is, what we have to count on, is ordinary people to run our businesses.
That then should be the motto of any small business when it comes to hiring employees to do
key jobs throughout the company:
Ordinary people, doing extraordinary work, lead by a system that will inspire them to
achieve excellent customer satisfaction.
“Ordinary people can’t run my business,” you are probably chuckling under your breath. “I
have highly skilled technicians serving my customers,” you’re thinking. We all know the truth.
Highly skilled, just means highly paid. It doesn’t mean you can translate that skill into a mar-
ketable function.
What I mean to say is just because someone is good, doesn’t mean they have the ability to sell
that skill to the customer. Sometimes you just get plain lucky and find somebody with high
skills and the ability to market them to your customer. However, if you have 10 employees, you
know that maybe 3 can “do it all” if your lucky. What is an overwhelmed business person to do
in the face of such staggering odds?
You’ve got to have a Turn Key System that self checks itself at every wrong turn. The system
must be better than the people who run it. Highly skilled? Look at a company called Lens
Crafter’s. They can make you glasses in about one hour. Is that a highly skilled job? Yes, trying
to figure out a person’s eyesight, writing a prescription and filling that prescription in one hour
is highly technical.
However, it can be broken down into small simple steps. First the Optometrist examines your
eyes. Then a teenager at the counter help you pick out frames, while another teenager in the
back room picks out the lenses to fit the frame. The system makes it work, not the people. The
only reason I would mention all of this is that no matter who your company hires, the employee
will only be as good as the system the company is operating under.
The average McDonald’s grosses about two million dollars a year. The average net profit per
branch is 17%. This equals an average of about $340,000.00 net income per year for the average
franchise owner. Who runs this profitable money machine while the franchise owner check’s
the daily receipts and then goes out to play a round of golf? Teenagers, senior citizens, off sea-
son workers like landscaper’s and part timer’s. People like your neighbors wife while the kids
are in school. Think about it. It’s the system not the people. If you want to be successful in hir-
ing and recruiting, make your system a winner. Then people will flock to you.
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The Help Wanted Ad

For your company to hire successfully on a consistent basis, the advertisement for help must be
much more that the standard agate type seen in today’s newspapers. If the ad looks cheap, what
impression is that making on a potential recruit?
Here are some successful strategies when looking for winners to help answer your telephone:
 Hire two or three part timers instead of a full time employee.

The reasons are obvious. You become more variable when you get busy or slow
down as far as payroll hours are concerned. Plus you don’t have to give benefits or
high pay to a part time employee. Remember, a CSR is the equivalent to the
counter person at a fast food restaurant. Remember it’s the system...
 Create an ad that “speaks” to the prospective employee.
EXAMPLE:
RECEPTIONIST
-1st year income of at least $7 TO $12 PER HOUR.
• Experience preferred but will train right person.
• Paid training from the best professionals in the country.
• Growing company with future management opportunities.
• Full benefit package, including paid healthcare insurance.
If this sounds good so far, then keep reading...
We are expanding our residential in-home service team & have an immediate
opening for a friendly, enthusiastic & goal oriented person to perform general
office duties. Flexible hours and shifts now available. If you are detail oriented &
enjoy being recognized, rewarded & appreciated for your hard work, then this
may be the right move for you.
ENJOY YOUR WORK…
If you consider yourself a professional or would like to be one. If you believe
in yourself & your abilities enough to take a chance. You and your family
will be glad you did. Your only regret will be if you call too late or not at
all. Immediate placement is available. All inquiries held in strict confidence.
ACT NOW! Ask for Julie OFFICE MANAGER @ 555-555-5555
Notice the ad does not give the address of your business. People coming in at any given time
and filling out job applications and then expecting an interview is an out of control process. If
you are to maintain control you must have preset interview times.
The problem with interviewing each Job Applicants consecutively is that you may decide to
hire someone and then somebody better comes in afterwards. Now what do you do? Tell the
first person they don’t have the job? You need not worry, there is a solution.
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Responding to the Ad
The answer to the Turn Key method of job interviewing is simple. You need to give all poten-
tial candidates all the information about the job at one time rather than spread out over consecu-
tive individual, time wasting meetings. Here is what is done.
 Create a script for people who are calling in a response to your ad.
CANDIDATE: I would like some more information about the help wanted ad. How much does
it pay?
YOU: Great! I’m glad your interested, in fact the response to the ad has been so good
that we have set up pre-selected time frames so that you can find out more about the job.
We have Tuesday at 10:00 am or 2:00 pm available. We also have Thursday at 12 noon
and 4:00 pm available. Which day and time would you prefer?
(Get their name and phone number. Note the time and day that they selected)
 Set up dates and times for interviewing and explaining the job as a group.
Pick a location such as a nice, comfortable, conference room or hotel seminar room where you
can hold a job seminar. Remember, the place you pick to meet will tell the candidate what kind
of company you are. Why a job seminar? As the owner of a Turn Key business, you can’t be
available for an interview whenever people come in. Also, people coming in disrupt your cur-
rent operation. Plus, you can tell all applicants the same story about the company and the job
with no miscommunication.
The Job Seminar

 Book 10 candidates for each time frame that you have selected.
 Give everyone who attends a form that has their name already on it.
The form should have two boxes at the top of the page with a yes and a no in front of each box.
There should be the numbers 1. 2. and 3. going down the left hand side of the page with room
for a paragraph to be written after each number. Remember to have their name already typeset
on the form before giving it to the applicants.
 Thank all candidates for coming. You might want to even give a small gift.
The gift should cost $5 or less. Remember what this says to your candidate. They’ll probably be
overwhelmed with your generosity. When is the last time you remembered receiving a gift at a job inter-
view?
 Tell candidates about your company history and about your vision of your Turn
Key System that they will operate within.
The first part of the seminar amounts to selling your company as the place to work. Tell them
about how your system makes it easy to contribute right away. Tell them that your job will be
challenging and rewarding. Tell candidates about the pay range. The pay should be competitive
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The Job Seminar
 At end of your seminar, have the applicants fill out the form given to them.
You have explained where you have come from, and where you are going with your business.
Now ask the group to respond by checking the yes box to indicate whether they would like to
help you achieve your vision or the no box if the position does not interest them.
Ask the people who are not interested to leave and thank them for coming. (Remember to give
them the gift if you have one at this point.) Remember these people are still potential customers.
Have somebody collect the forms from them as they leave.
Of the people remaining, have them respond in writing to three questions using the form given
to them:
1. What is it about our company that makes you want to work with us?
2. What can you do to help us turn our vision into a reality?
3. What have you done in the past that would lead us to believe you could help us?
After they have filled out the forms, ask them to bring the forms to interviewers you have set up
at tables at the back of the room. The managers are to have pre-scripted questions they are to
ask the applicants. The managers should be scoring the applicants as they are being interviewed
for possible hiring.
Remember to have a system to score for the things your looking for. You are looking for people
to smile and serve your customer under adverse conditions. If they don’t know what service is,
how can they perform it? Service ability tests are available if you do not know what to use.
Also find out such things as, do they have transportation to and from work? The hours they are
available to work, and the times that they prefer to work. People always say they can work
whenever you want them at an interview. Ask their preference so you may be more effectively
match times with people.
 At end of the interview, tell all of the Applicants that they will be contacted in two to
three days with the results. Thank them for coming. (Remember to give them the gift if
you have one.)
Take time after all interviews have been conducted and select your employee (s). Keep an alter-
nate on standby for two weeks in case your first selection doesn’t work out. Send a standard
letter to all the applicants who came and who were not selected. Make the letter uplifting and
encourage them to try again in the future.
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Recording Phone Calls

There have been many inroads in favor of small businesses to be able to control the quality of
the phone calls coming in to a business. This is the most valuable tool you will have, to make
sure that each call is being handled with care.
It must be understood by the ownership of a business, that recording calls must be used for the
process of improving, not punishing. Calls can only be recorded with the purpose of training
your employee. This recording can never be used to fire someone or to use against an unsus-
pecting customer. YOU MUST CHECK WITH AN ATTORNEY AS TO WHAT EXACTLY
IS LEGAL IN YOUR STATE BEFORE ATTEMPTING TO RECORD CALLS. That said,
here is what you need:
 A voice activated tape recorder that will switch on when a call is picked up. Also it
should have a slow speed to get the most out of each tape.
 A remote location for tape recorder. It must be secured so it is not tampered with.
 Plenty of tapes to rotate.
Weekly Reviews
A weekly review session is a must, to make sure call takers are following the script and other
procedures. The format should be an uplifting, “What could we do to get better,” type of ses-
sion. It is essential, remember, to keep CSR’s smiling so that when they talk to customers they
are happy to serve them. The weekly review should include playing pre-selected excerpts of
tape-recorded calls. The following should be judged on each call:
 Is the script followed down to last detail? It will be apparent when the script is not fol-
lowed, as this is where the CSR and the customer will have trouble or slow down.
 What is the vocal tone? It should be an uplifting, “smiling” voice with no “umm’s.”
 Are procedures being followed? Method of payment, marketing information?
 Is the call closed with appreciation? It should be as heartfelt as possible using the cus-
tomers name.
The manager should select the best calls first, to point out what is being done correctly. After
pointing out the good qualities of the initial calls, then play two of the worst calls. The manager
is not to react negatively no matter what the content.
Instead, ask the CSR what they thought of the call. You will find that 99% of the time, the CSR
will find mistakes that even the manager is not aware of. The overall tone is the manager and
CSR working to get better for the good of the employee, the customer and the company.
If the employee is not absolutely delighted after this session, then change your management
style. This is not to punish or “catch” the employee. This is for training only. Any employee
should be happy to get better so that they are worth more money.
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Getting Started-Writing and Using a Script
Why Use a Script?

The best reason to use a script is that it sends the message the Company wants to send, not the
person answering the phone. If you have two different people answering the phones without a
script then you are selling two different versions of your company to the customer, neither be-
ing the message that you the owner have intended to send.
Ultimately you are telling your customer and employees that you don’t know how the call will
be handled. You’re saying as an owner that you don’t care enough to provide direction to the
employee as to how to handle each transaction. This greatly devalues the worth of the money
spent on advertising. It communicates to employees that you don’t care if you waste money.
ALWAYS USE A SCRIPT. There are several specific reasons why you should use a script:
 Phones are answered the same way every time.
 Technicians know what was said or promised to a customer.
 Customers are given all the information you can, up front.
 It saves time by stopping unnecessary, long-winded conversations.
 You can take more calls with fewer employees because a script shortens the time to take
a call. (Usually about 4 minutes)
 Customer doesn’t look for inconsistencies to take advantage of, if none exist.
 The Script tells the customer that you appreciate their business, every time.
 It sends the message to the customer that you intended to send, not the CSR.
No business that has automated operation can survive without a script. If you go to McDonald’s
in Chicago or Moscow they always ask, “Would you like fries with that?” Only if you want
stress when running your business would you not want a script. The script is what gives you
control over your business.
The first commandment of any Turn Key service business:
REMEMBER THE SCRIPTS AND KEEP THEM IN

FRONT OF YOU AT ALL TIMES!
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Getting Started-Writing and Using a Script
Elements of a Good Script

There are four basic elements to a great script for any service business to properly and effec-
tively take each order from the customer:
The
Close
The Gathering Information
The Sale
The Greeting
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Getting Started-Building Your Script
The Greeting
Your Company : It’s a great day at (Your Company ). This is
(Your Name) speaking. How may I help you?
Why you’re saying this:

Because this is a professional greeting that identifies your company and the person
that the customer is dealing with.
Customer: How much would it cost to repair my air conditioner?
The Sale
Your Company : What area are you located in?

When you ask the questions, you are in control of the call not the customer. This will stop
the customers rhythm of questioning your price. It makes the customer think about some-
thing else besides the price.
Customer: I live in the Oberlin area.
Your Company : Great! We have a technician in your area right now!

Why don’t I have him stop over and take a look at the problem and
let you know what is involved. Our service charge is only ($ ). The
technician will let you know what needs to be done and then quote you
a firm price for the repair.

You are enthusiastic about wanting to do the job.
(Don’t you wish your auto mechanic was this happy to fix your car?)
Saying you have a Tech in the area now, (Even if you don’t), tells the customer that his
neighbor probably uses your company as well. Think of it as a passive referral. It justifies in the
customers mind their decision to call you. Also it makes the customer feel that you are a large
enough company to meet his needs in the future.
Still in control of the call, YOUR’E sending someone over, YOUR’E quoting a price and
YOUR’E telling them what will happen when the tech arrives. Again, this throws the customer
off as they now have to think again about what it is your asking then to do.
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The Sale
Your Company : What is your address please?
This is the question that separates a shopper from a buyer. If they give you their
address, you have basically just booked the call. When a customer commits with their
address to a service business, they know that you know where they live. If you get the
address, 99% of the time, you get the call.
Customer: 2929 Hill Street, Atlanta, Georgia 60110
Although we have separated the different elements of a script, it is important to remember that
you must not HESITATE between each element. “What is your address please,” is especially
important that it is spoken as quickly as possible after, “quote you a firm price for the repair,”
as this is the CLOSING of the sale. Once the address is obtained, it is almost certain that the
call is yours.
If the customer gives you the address, you would then go directly into the information gathering
part of the main script. If they hesitate, you would then go into one of your Alternate Scripts.
Alternate Script #1
Customer: I don’t want to book a call without getting a price first.
Your Company : To be fair, the technician has to see the job first.
Many things go into the price of a repair such as what parts are
needed, how much labor is going to be involved and so forth. Why
don’t you let our Technician stop over a take a look. It’s only $58 and
you can apply the $58 toward the repair, it’s not an extra charge. May
I have your address please?
Notice, both scripts use, “May I have your address please?” as the closing line...
Alternate Script #2
Customer: I’m just shopping for a price, before someone comes over.
Your Company : Most of our customers prefer an accurate price
based on seeing the situation. Most phone quotes are inaccurate and
change after the Technician sees the job. It’s not fair to you, the
customer, if we were to quote low on the phone and then charge high
when we get there. If you would allow us to, we would like the
opportunity to come by and see what it would take to get the job done.
May I have your address please?
2
The Gathering of Information

Your company : May I ask you to spell your last name?
Customer: S-M-Y-T-H-E, Smythe.
Your company : And your first?
Ask to spell the last name instead of saying it. This is one of the biggest time savers you
will find. Plus the name is spelled correctly for your permanent customer records entered
on to the computer. It can be very time consuming to go back in the future and change
the name. Asking, “And your first?”, is just a faster way of getting the first name.
Your company : Is there anybody else authorized to order

service under this
name?
Customer: Yes, my husband Jim.
The absolute worst question you can ask someone who has been through a painful
divorce is, “Are you married?” or “What’s your husbands name?” If your lucky they’ll
just hang up, if not you must listen to thirty minutes of “what happened” with their
divorce. Also, some women may take offense to the assumption that they are married.
Your company : What is your home number with area code?

Customer: 101 - 555 - 1214
Your company : And at work?
Why you’re saying this: This is just an efficient method of getting the information.
Your company : Did you get our number from the yellow
pages when you called this time?
Customer: Yes.
Your company : What’s the ad number in the upper left page?
Why you’re saying this: Ask if they got your number from the yellow pages first. This
way the response is YES/NO which is faster than them trying to think of where they got
the number. Make sure you add, “this time.” You are telling them that even if they have
used you before, you want to know how they looked you up. Don’t forget the AD NUM-
BER so that you can track results of costly advertising.
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Your company : Have you seen our ads on TV?
Customer: I’m not sure.
Even if you don’t advertise on TV you should still ask this question. People tend to trust
companies they see advertised on TV. It enhances your image as a major company in
the industry. Also, you are asking more questions to keep control of the call. This just
gives the customer more to think about other than the service call and price.
Your company : When would you like us to be there? Is

late this afternoon alright?
(Suggesting a time frame that is open for you.)
Customer: No, it has to be this morning! I have no cooling!
Your company : Is that when you’d like it?
Customer: Yes.
Your company : Alright, then I’ll put you on the schedule for
this morning.
Always book EVERY SERVICE CALL! Even if the schedule is packed with calls take the
call within the time frame that the customer wants it. There are several reasons for this.
 Other customers may cancel, or have cancelled their calls. This may leave the time open
for booking the call.
 Remember, the customer still has the phone book open. If you book the call when you
want it, they will continue to shop around looking for someone to fit their time frame. If
you book it for their time frame, they will close the phone book, resting assured that
they have taken care of getting a technician when they want it.
 Of course the CSR looking at the CALL STATUS BOARD, knows that they must let
the Dispatcher know about this call to see if they can fit the call in. The Dispatcher is to
take at least 15 to 30 minutes to make this determination.
 Rescheduling and delaying calls is a process that is done ALL DAY LONG for just
about every call that is taken. This process is easy when you follow and practice the
RESCHEDULE CALL SCRIPT and the DELAY CALL SCRIPT. You will use these
scripts ALL DAY LONG, as the Dispatcher sees fit. Get used to using them.
 You will lose the call anyway if you don’t meet the customer’s time frame. You might
as well take the call, see if there is anyway you can do it and then reschedule.
2

Your company : And your cooling is not working at this time, correct?
Customer: Yes.
Verify the reason for the call and enter this information in the DESCRIPTION OF
WORK PERFORMED area of the computer screen. Sum up the call in two words. Enter
such descriptions as:
NO HEAT, NO A/C,
SERVICE FURNACE, SERVICE A/C,
PLUMBING REPAIR or CLEAR DRAIN
FREE ESTIMATE
Keep the description short and do not take lengthy customer directions as to how the unit
is to be repaired.
If the customer asks you to tell the Tech what work should be done, then state, “Where
can you be reached when the Tech arrives?” Wait for a response and then say, “Good, we’ll
make sure he knows to call you so that he can talk to you before he begins doing any work.”
Then note in the description to have the Tech contact the customer before doing any
work.
If a customer asks to speak with a Tech right now. Then state, “I’m sorry, all the Techni-
cians are on service calls right now but you can talk to a Tech when he arrives at your
home.” Be prepared to go into the Alternate Script if necessary.
Enter this information on the computer in the DESCRIPTION OF WORK TO BE DONE area
of the computer invoice. Don’t forget, all information must be entered on to the computer at the
time you are taking the order from the customer. Do not write the information down first and
then go back and enter it.
This is the only time that you can count on to verify the correct information that you are being
given by customer. Enter all the information while on the phone. The biggest, colossal waste of
time is to write it all down and then enter the information as well. This is like doing twice the
work. You will find however, that all CSR’s are tempted to do this at one time or another. Stop
this time wasting habit when you see it, before it gets out of hand.
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Your company : Will you be paying with a check or credit card?
Customer: I’m going to write a check.
Your company : Will you be there for the Technician to explain
what was found with the unit?
Customer: My husband will be there.
Your company : Then he’ll have the check?
Nothing is worse than to sell labor services and then not collect for them at the time of
service. The laws of diminishing value are in place when it comes to a service repair.
This means that the repair was seen by the customer as being more valuable before the
call was done, (when they are either too hot or too cold), than after the repair was
performed. (when they are now comfortable.) This will lead to uncollectible bills that will
kill a service business
The Close
Your company : Alright Mr. or Mrs. , I have you on
the schedule for later this morning.
The Dispatcher will call you when the
Technician is on the way.
Customer: OK.
Your company : Oh and Mr. or Mrs. , I really
appreciate you for calling (Your
Company), It’s customers like you that
make it possible for us to do business.
Thank you.
Your verifying their schedule and ending with a unique ending that includes heartfelt ap-
preciation. If you think this is laying it on a bit too thick, then you probably aren’t tuned
in to excellent service yet.
Remember, in a fine hotel, everything can be immaculate but that is expected when you
are paying top dollar for a room. What’s not expected is when the Doorman or the Desk
Clerk calls you by name after you’ve been in the hotel for only one night. It’s quite flatter-
ing to receive a compliment from the staff if you are a customer.
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Now that you have walked through the script slowly, piece by piece. You can begin to read the
script in a more linear fashion from beginning to end. (see next page) This is just the beginning.
Every customer to employee verbal exchange must be scripted and prepared to be read at a mo-
ments notice.
One suggestion is to laminate ALL the scripts and place them in a desk reference catalog holder
with section tabs for the various scripts. All scripts must be visible to be used.
This is just an example of one script. Every company must develop a script that tells the cus-
tomer who they are, what they have to offer, gathering the facts and a professional closing.
Keep in mind the purpose of one businesses script may be different then that of another com-
pany.
For instance, in a catalogue sales company, the purpose is to sell a product. In the Heating and
Cooling business you are simply trying to set an appointment. The sale is done when the techni-
cian diagnoses the problem and then presents the repair. On the phone, all you are trying to do
is book the call.
Do not give out information like prices to repair a water heater. What if a technician gets there
and finds the piping needs to be replaced as well. Your locked in to the price that was quoted by
your office help.
The only price you should ever quote is the diagnostic. If you run into objections, use the Alter-
nate Script to get around them. The Big Time Telephone Training System will help you build a
script that can book any call.
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MAIN CUSTOMER SERVICE SCRIPT
R = CUSTOMER SERVICE RESPONSE C = CUSTOMER
(R) Good (morning/afternoon), (YOUR COMPANY’S NAME), this is (Your Name), how may I
help you?
( C ) How much do charge to repair a ?
( R ) In what area are you located?
( C ) I live in .
( R ) GREAT ! I have a technician in your area right now and he can come by and take a look at the
problem to let you know what is involved. OUR SERVICE CHARGE IS ONLY $ . The
service technician will let you know what needs to be done and then QUOTE YOU A FIRM
PRICE FOR THE REPAIR. WHAT IS YOUR ADDRESS PLEASE?
(The most important question to ask is for the customers address after using the sale part of your
script or after answering any type of question or objection.)
OTHER ITEMS TO REMEMBER
MAY I ASK YOU TO SPELL YOUR LAST NAME? AND YOUR FIRST?
IS THERE ANYBODY ELSE AUTHORIZED TO ORDER SERVICE UNDER THIS NAME?

ESTABLISHES IF THEY ARE MARRIED. NEVER ASK IF THEY ARE MARRIED!
WHAT IS YOUR HOME TELEPHONE NUMBER WITH AREA CODE? AND AT WORK?
DID YOU GET OUR NUMBER FROM THE YELLOW PAGES?

PLEASE NOTE THE RESPONSE UNDER SOURCE OF REFERENCE ON INVOICE.
HAVE YOU SEEN OUR ADS ON TV?
WHEN WOULD YOU LIKE US TO BE THERE? IS LATE THIS AFTERNOON ALRIGHT?

SUGGEST A TIME FRAME THAT IS OPEN FIRST. IF CUSTOMER INSISTS ON SOONER THEN BOOK THE CALL AND DELAY OR RESCHEDULE 15
TO 30 MINUTES AFTER YOU HAVE HUNG UP WITH THE CUSTOMER.
WILL YOU BE PAYING WITH A CHECK OR CREDIT CARD TODAY?

IF THEY SAY CHECK OR CREDIT CARD, PLEASE NOTE THIS ON SCREEN. (METHOD OF PAYMENT)
IF CUSTOMER WANTS YOU TO BILL THEM.

THEN STATE - WE DO OFFER INSTANT CREDIT USING VISA, MASTERCARD, AMEX & DISCOVER.
IF CUSTOMER WANTS LANDLORD TO PAY THE BILL.

THEN STATE - MOST OF OUR CUSTOMER PAY US DIRECTLY THEN TAKE THE REPAIR OFF THEIR RENT.
IF CUSTOMER STILL INSISTS ON BEING BILLED.

THEN STATE - I’M SORRY, BUT I AM NOT AUTHORIZED TO EXTEND CREDIT. PLEASE HOLD WHILE I TRANSFER YOU TO OUR CREDIT MAN-
AGER (Credit Manager’s name).
ALRIGHT (MR. OR MRS. ), I HAVE YOU ON THE SCHEDULE FOR THIS (Morning/afternoon). THE DISPATCHER WILL CALL YOU
WHEN THE TECHNICIAN IS ON THE WAY.
VERIFY THE CORRECT TIME FRAME AND LET THEM KNOW THAT WE’LL BE CALLING BEFORE TECHNICIAN IS DISPATCHED.
WHEN CALL IS FINISHED AND SAVED ON THE COMPUTER, THEN CLOSE WITH APPRECIATION.
EXAMPLE: MR. OR MRS. ? (WAIT FOR RESPONSE). THANKS FOR CALLING (Your Company), WE REALLY APPRECIATE
YOUR BUSINESS. IT’S CUSTOMER’S LIKE YOU THAT MAKE IT POSSIBLE FOR US TO DO BUSINESS.
Alternate Script #1 Alternate Script #2

Customer: I don’t want to book a call without get- Customer: I’m just shopping around for a price, before
ting a price to repair the unit first. I have someone come over.
Your Company : To be fair, the technician has Your Company : Most of our customer prefer an
to see the job first. Many things go into the price of a re- accurate price based on seeing the job. Most phone quotes
pair such as what parts are needed, how much labor is are inaccurate and change after the Technician sees the job.
going to be involved and so forth. Why don’t you let our It’s not fair to you, the customer, if we were to quote low on
Technician stop over a take a look. It’s only $ and you the phone and then charge high when we got there. If you
can apply the $ toward the repair, it’s not an extra would allow us to, we would like the opportunity to come by
charge. and see what it would take to get the job done.
May I have your address please? May I have your address please?
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Getting Started-The Training System
The Hiring Checklist

The “to do” list of management when an employee is hired. This maintains consistency
throughout the company in that all employees have been given the same information when they
were first hired. In this way no one can say that they “didn’t hear” a portion of a rule or proce-
dure.
This also insures that all forms will be filled out when employees are hired. It also re-
cords when company property like pagers, uniforms, etc. were given to the employee when they
were hired and taken back when the their employment ceases. Dates as to when things were
done should also be recorded.
The Training Schedule

The structure provided by the TRAINING SCHEDULE is an invaluable tool in manag-
ing the employee training by the company. This schedule is followed by each employee who is
hired for the Customer Service Representative position. These are the daily goals that are to be
reached as the employee progresses toward mastering their position.
This is a tool that is necessary to allow people other than the owner of the company to
train individuals. It is a step by step daily list of skills to be taught to the new employee. A su-
pervisor or manager can even delegate a current employee to train following these guidelines.
This is the recommended method. This way the current employee can relearn the skills that they
were taught when they were hired, as they teach the new employee.
On the following two pages are examples of The Hiring List and The Training Schedule.
They are also located in the back of the book under Scripts & Other Forms.
2
The Hiring Checklist

Employee Name Start Date New Employee Check List
ARRIVAL DEPARTURE
Job Application
W-2 Forms
Work & Training Schedule
Employee Handbook
Explained Dress Code
CSR 5 Day Telephone Training
Employee Benefits
Medical Coverage-Accept/Decline
Dental Coverage-Accept/Decline
Pension Plan Eligibility
Job Description Contract & Test
Cell Phone/Pager/Nextel #
Locker Assignment
Signed Telephone Agreement
Company Uniform
Exit Interview
These are just a few examples of a new hire checklist. Your company may want to elaborate on this.
3
Getting Started-The Training Schedule
MONDAY
Fill out payroll tax forms
Explain benefits - Medical, Dental & Pension
Explain Company Policies (Personal Calls etc.)
Go over the tools the CSR will need
Explain the proper Telephone Room Environment
Memorize Main Script Greeting
Practice Greeting and Sale portion of the Script
Practice Alternate portion of the Script
TUESDAY
Review the Telephone System operation and care
Learn how to transfer calls, conference, voice mail etc.
Receive a quick reference sheet on the phone system
Learn to use Information gathering portion of the Main Script.
Read and practice the Close portion of the Main Script.
Practice entire script from Greeting to Close all at once
Practice responding to objections using Alternate Scripts
Review and practice Customer Quality follow up calls
Know where Follow Up Forms are located.
WEDNESDAY
Understand the Delay and Reschedule procedures.
Read and practice the Delay and Reschedule Scripts.
Learn how to use the computer for entering information on the invoices.
Practice using the entire Main Script while entering info on computer.
Read and practice the “Reasons to put Customer on Hold Script.”
Practice putting callers on hold.
Learn and practice handling multiple phone calls.
Review and Practice the use of the Phone System.
THURSDAY
Learn the Service Ticket Filing System
Learn how to look for recommendations by Techs
Learn how to follow up on Tech recommendations
Learn and understand the Planned Service Agreements
Learn how to book Planned Service Calls
Learn how to send out Planned Service and Thank You cards
Practice various scripts already learned.
FRIDAY
Take Final Exam
Review score and practice areas of weakness
Computer training - book actual calls
Explain how to use fax machine, copier & postage machine
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The Job Description Contract
A Job Description or Position Contract is essential in maintaining a Turn Key operation.

Every employee is given detailed procedures as to how to perform the job that they are doing.
It also describes the standards to which the work must be done in writing, and is signed
by both the Employee and Manager. This Contract is to be available at all times by the Em-
ployee so that the rules can be referred to as often as necessary.
One thing management can do is to take certain elements of this Contract and place it
where it is visible, near the work area that the job is performed. For instance, if one of the jobs
of a Customer Service Representative is to send “thank you” cards out to customers, then this
part of the job contract can be typeset larger, laminated, and placed in the area in which the
“thank you” cards are written up. This way the procedure is available to review at a glance.
This is great for when other Employees and Managers are “filling in” for the absent Em-
ployee and they are not sure what the exact procedures to follow when performing the job in
question. If you want to stop hearing things like, ”That must have happened when Carol was
sick,” then construct a Job Description Contract for every person who works in the company.
You can start by defining each minute job function that must be done in the company.
For instance: Who orders postage for the postage machine when it is empty? Who transfers the
phones to the answering service at night? What time?
Take these functions and assign them to the people in your company who can most ef-
fectively perform this as a natural part of their job. For example: Ordering and purchasing sup-
ply’s would be a function of inventory not Customer service. Therefore this would be assigned
to the Inventory Control Clerk.
On the following pages is an example of a Job Description contract. Remember the Con-
tract is really never finished. It is an on going process that is evolving constantly. When a new
idea is implemented as part of the job, simply add it to the Contract and then have the Employee
read and sign the Contract. Then take the old Contract and dispose of it. You are always looking
for ways to get better
3
Getting Started-The Job Description Contract
Customer Service Representative Job Description Contract

I have read and I completely understand the job description contract for the
Customer Service Representative position. I understand that I take full responsi-
bility to follow each task as is it stated.
If I am finding that I don't have the time to do any of the task's that are outlined in
the previous pages, I will talk to my manager immediately to find a solution that
allows me to perform the work within the time frames that are allowed.
Failure to perform the tasks will result in a written consultation. A second failure
to perform the same task will result in a final warning. A third failure to perform
the same task will result in my immediate dismissal. I understand that the com-
pany reserves the right to dismiss me at will per the laws of the State of
and in no way is the company waiving this right.
If I perform the task's as outlined I will help to contribute to the finest customer
service organization in the HVAC/P industry. As such I will receive all the bene-
fits and recognition that comes with it.
I will do whatever is necessary to make (Company Name), a fully automated op-

erational business. If I see problems, I will find and present solutions to them. I
will also help to create new written procedures, that will not allow those problem
to exist.
Employee Signature Date
Owner's Signature Date
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Customer Service Representative Job Priorities
1. Have All Scripts Prepared Before Answering the Telephones.
2. Answering the Telephone.
3. Selling and Scheduling Service Calls, Estimates or Installations.
4. Rescheduling or Delaying Calls at the Dispatcher’s Discretion.
5. Making Customer Quality Follow Up Calls.
6. Sending Out Thank You Cards to Customers.
7. Paper Work and Filing Service Tickets
8. Scheduling Pre-Paid Service Agreements from Tickets.
9. Sending Pre-Paid Service Agreement Cards to Customers.
10. Maintaining the Approved Telephone Room Environment.
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1. Have All Scripts Prepared Before Answering the Telephones
 The Main "Customer Service Script"
 The "Alternate Response Script"
 The "Reasons to use Company Script"
 The "Reasons to put Customer on Hold Script"
 The "Delay Call Script"
 The "Reschedule Script"
 The "Quality Follow Up Call Script"
 The "Ask if Work is to Done Script"
2. Answering the Telephone
 All telephone calls are answered using the greeting in the main CUSTOMER SERVICE
SCRIPT.
IF CALL IS A PERSONAL CALL:
 Take a message using the MESSAGE FORM. Give the form to a manager to distribute to the employee
who is being called. If call is for CSR, take a message and call during a break or request time from a
manager to place the call in a private room where content of calls can remain private.
IF CALL IS A VENDOR OR SOLICITATION:

 Route the call to the correct voice mail extension. State, "Thank you for calling (Your Company)," before
transferring the call.
IF CALL IS A CUSTOMER WANTING TO TALK ABOUT AN ESTIMATE HE WAS GIVEN:

 Route the call to technician's or Salesman's Voice Mail Page Out Mail Box.
 Write down customer name and invoice number to make sure tech followed up that day.
IF CALL IS A CUSTOMER:
 Follow the MAIN CUSTOMER SERVICE SCRIPT completely, getting address, names, all phone
numbers including home, work, and pagers if possible. Also find the payment terms (Check or name of card)
and marketing information. (Use the ALTERNATE RESPONSE SCRIPT if customer ob- jects)
 Suggest an open schedule date for maintenance calls.
 Schedule "not working" calls for whatever time the customer would like it. (If schedule is full use the
DELAY CALL SCRIPT later if necessary.)
 Always give a reason to put customer on hold if doing so. (Use the REASONS TO PUT CUS-
TOMER ON HOLD SCRIPT.)
 Enter all information on the computer while the customer is on the phone. Do not write it down.
 Double check information with the customer before closing the call. Repeat address and spelling.
 Close call with appreciation statement using customer's name.
 Check Call Status board to see if the time slot that was booked is full. If it is full, let dispatch know that a
call was booked for a time that was indicated as full.
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3. Customer Quality Follow Up Calls:
 Dispatcher will print out invoices to be called for follow up.

 Use Customer Follow up Script and note any customer complaints or praise.
 Close call with appreciation statement using customer's name.
 Forward complaints to manager for immediate resolution.
 Give all follow up forms to manager every day in follow up bin.

 Post Quality Follow Up Call Results for Technicians to see.
4. Send Out Thank You Cards to Customers.
 Each day, print labels from prior days completed calls.

 Mail technician thank you cards with a $5.00 to $25.00 off next call coupon every day.
 Note with a "T" that the thank you cards were sent on the main calendar in CSR room on
the wall each day.
5. Reschedule or delay calls
 Receive delay or reschedule calls from the dispatcher every hour.

 When delaying or rescheduling customers, DELAY OR RESCHEDULE SCRIPT must be
used every time a customer is called.
 Always change the second page of the invoice on the COMPUTER INVOICE SCREEN.
6. Paper Work and Filing
 Check "tickets to be filed" bin every hour.

 Check tickets for "suggested work to be done." Call customer to see if they would like to
schedule this work. Use Suggested Work Follow Up Script.
 Refer copy of each estimate back to salesman/technician for follow up.
 File all tickets hourly if possible or by no later than the end of each day.
 File all tickets in numerical order, by address in current year ticket file. If there are ques-
tions on spelling of streets etc. ask manager or find and correct information before filing.
7. Pre-Paid Service Agreements
 Check "tickets to be filed" for service agreements sold on each call.
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 Check tickets to see if Planned Service Call was performed at the time of sale or if it was
not. Tech will attach Planned Service Checklist if call was performed.
 If Planned Service was not performed then schedule a Planned Service Maintenance Call
for time frames set up by manager. Usually one year in advance. The preferred time frames
to schedule these calls are February thru April for heating, and August thru September for
cooling.
 Immediately following the scheduling of this call on the computer, fill out a "Welcome to
Planned Service" card and send the card out to the customer on the same day.
8. Telephone Room Environment.
 There is no food or drink allowed at the CSR desk at any time. All food and drink are to be
restricted to the break table.
 There are no radio's allowed at any desk in the company. Complete concentration is re-
quired all times on doing or planning to do each task.
 Check to make sure all forms necessary to do your task's are in ample supply.
 Make sure all scripts are visible and ready to be used at all times.
 This Job Description Contract is to be reviewed daily. It is to be in the possession of the em-
ployee at all times while doing this job for an immediate check of the procedures at any
time. Failure to have this contract at the work station will result in an immediate suspension.
9. Weekly Performance Review
 A weekly review session will be done, to make sure call takers are following the scripts.
 The weekly review will include playing pre-selected excerpts of tape-recorded calls.
THE FOLLOWING WILL BE JUDGED ON EACH CALL
 Is the script followed down to last detail?

 What is the vocal tone? It should be an uplifting, “smiling” voice with no “umm’s and uhhh’s.”
 Are procedures being followed? Method of payment, marketing information?
 Is the call closed with appreciation? It should be as genuine and heartfelt as possible using the customers
name.
 The CSR will be asked what they thought of each call. The CSR is to be given the opportunity to find
the mistakes and learn from them. The overall tone is the manager and CSR working to get better for the
good of the employee, the customer and the company.
The purpose of these reviews are not to punish or “catch” the employee. They are for
training only. Every employee should be encouraged to get better at their job in order to
make our customers happy.
3
CSR Daily Check List DAY:
A.M. P.M. MORNING PRE-WORK CHECKLIST

 Check to See That All Scripts Are Present and Ready To Use.
 Checked to See That Paper is Full in Printer and Fax Machines
 Pickup Messages From Late Night Voice Mail or Answering Service
 Schedule Calls with Customers From Late Night Messages
 Check all Forms are in Stock - Customer Quality Follow Up Forms -
Welcome to Planned Service Cards - Thank You Cards - Phone
Message Forms - Problem Follow Up Forms
 Check With Dispatch For Delay Calls or Reschedule Calls
 Perform Any 1st AM Delay or Reschedule Calls
 Review Job Description Contract
 Transfer Phone Lines Back to Normal Office Operation
A.M. P.M. DAILY DUTIES

 Called All Customers For Quality Follow Up After Each Call
 Filed Completed Quality Follow Up Forms in Quality Follow Up Tray
 Called on Tickets Asking if Recommended Work is to be Scheduled
 Scheduled Planned Service Calls Sold on Tickets in Correct Date Range
 Sent Out “Welcome to Planned Service” Cards with Correct Date noted
 Filed Away all Service Tickets for the Day
 Wrote out “Thank You” Cards for Customer’s From Prior Day
 Sent Out “Thank You” Cards
 Maintained a “Clear” Desk While Working Throughout the Day
 Gave all Customer “Concern” Follow Up Forms to a Manager
 Called Customer’s Back Within Given Time Frame to Resolve Problem
 Listened to Weekly Phone Tape Review and Made Adjustments (Fridays)
A.M. P.M. BEFORE GOING HOME DAILY

 Make Final Delay or Reschedule Calls
 Back up computers
 Desk Completely Cleared of Papers and Debris
 Transfer Phones To Late Night Voice Mail or Answering Service
COMMENTS:
TIME IN: EMPLOYEE SIGNATURE:
TIME OUT: MANAGER SIGNATURE:
DATE:
3
TAPE RECORDING FO
I understand that my telephone calls may be taped for training

purposes only. I agree to hold , harmless
from any and all claims regarding personal conversations that
may occur while using my telephone.
I further agree to follow all the company policies regard-

ing the use of the telephone.
Supervisor Signature Date
3
4
Five Day
Telephone
Training
System
Day-1
4
Telephone Training-Day One
Day by Day Training

This Training section is designed to layout a five-day action oriented training plan that will
have even an entry level employee performing like a pro in just one week.
This plan can be implemented by the Owner, a Manager, or even another Employee who is as-
signed to carry out this course of teaching the new employee “how we do it here.” Of course the
most value from an owners standpoint is if a manager or employee carry out this training. This
leaves the owner free to work “on” the business instead of “in” the business.
With that in mind, review and edit the procedures for your company before using this training
plan. The plan given here is just an outline of the things usually needed “to do” when hiring and
training a new Customer Service Representative (CSR).
Day one
Here is list of things to be accomplished on the first day:
 Upon arrival professionally greet the new employee and introduce them to the people they’ll
be working with.
 Assign a Hiring Check List to the new employee. The Manager is to use this form as they
progress through the week. Keep this in the Employee’s Company File.
 Verify that a Job Application with the correct home phone number and address has been
done.
 Have Employee fill out all Federal and State tax forms that are necessary.
 Brief the new employee on general company policies, things
like: Explaining the pay periods and pay days.
When the benefits (if any) begin
Personal Calls
The tools the CSR is to have at the Desk
The Telephone Room Environment
The Telephone Tape Recording Agreement
 Do a system overview as to how the company operates in general. This is very important to
do so that they’ll understand the importance of what they do and how it fits in to the big
pic- ture.
 Thoroughly review the Job Description Contract with the employee. Have the Manager and
Employee sign it. Make a copy for the Employee. Put the original in the Employee’s file.
 Show the desk that they’ll be working at. Explain how to maintain the correct Telephone
Room Environment.
 Make a copy of the Training Schedule for the week and give the CSR a copy. Review what
you and the new employee hope to accomplish day by day.
 Understanding why we use a script.
 Learning the Greeting and Sale portion of the Main Customer Service Script. (In the book)
4
Telephone Training-Company Policies
Personal Calls
No personal calls are to be taken or made while CSR is at their desk. All per-
sonal calls must be made at “break” time assigned by manager. Any personal calls that come
in are to be taken using the following guidelines:
 A manager must approve the call.

 The Call must be taken away from CSR desk, in a break room or private office
where content of the call remains private. This again prevents distraction and gossip.
 Personal calls are to made on a line not used by customers so as to not block out cus-
tomers. If a call comes in on a customer line, CSR is to take a message and call back
on a non-customer line.
CSR Tools Needed

Every Customer Service representative must have the proper tools at their desk to do
the job correctly. The following is a list of some of those tools:
 All of the Scripts listed in the Job Description Contract. (Laminated or sheathed)
 Message notes for follow up on important voice mail message (See sample on next
page)
 Two black ball point pens.
 Voice Mail instruction sheet. (Quick reference, not the whole book)
 Computer with professional service business program.
 Job Description Contract. (To stay on the right path)
 Job follow up forms and Quality audit forms with script. (For quality follow up
calls.)
 Copy posted of all company advertised sales ads and service contract information.
All rules in a Turn Key business are important and must not be bent. This is an
area where the company rules cannot be bent. We control what is at the desk so that the truly
important scripts and procedures can be seen at all times. Do not allow the script to be put in
the “bottom desk drawer.” No clutter or personal items at the desk. Only the approved items
are allowed.
4
Telephone Training-Telephone Room Facilities
The Answering Room Environment

The entire company must understand and respect the need for a specific, quiet environment to
answer the company phone calls. Here are some guidelines to follow:
 The theme should be pleasant, a light color and well lit.

 The room should be 3 to 5 degrees cooler than normal. This is to promote an alert
environment that promotes being ready and staying awake.
 The room should be carpeted with sound insulated walls.
 Motivational posters and flowers should be placed in the room and changed often.
 No drinks or food is allowed in this room. Take breaks in a different room
 Radio or background music, must be eliminated. (This is not the beach.)
 This area MUST be quiet and free of interruptions. The door to room should be
locked from the inside if possible, with only managers having a key. Above all, field
personnel are not allowed in this room.
If you don’t do the above, stop here and send back this material. The need for quiet,
unin- terrupted, communication is the most important element in an effective, professional,
customer service telephone-answering room.
Imagine going to a fine hotel and the desk person trying to check you in while being interrupted
by other employees. Or a radio blaring Rap Music in the background. You would, no doubt,
walk out of such a hotel. If you like music, play it in the break room.
The CSR is your front desk person. The first personal contact your customer is having with you.
What message are you trying to send?
If you were creating 500 businesses like this what would be allowed? Think about it. Does
McDonald’s allow the person at the front counter to have a radio while taking orders from a
customer? Complete concentration is required.
Desks and Chairs

Desks should remain free of clutter. No paper mess. The only papers should be
CSR forms and laminated copies of the scripts to be followed.
Chairs must be comfortable. Make sure they are adjustable to accommodate

different sized people. It is important to provide good service to the Customer
Service Representative if you expect them to provide good service to the cus-
tomer.
4
Mirrors
CSR’s should have a large mirror so they can see the expression on their faces when they are
talking to a customer. Signs saying, “Smile, you’re the best,” or other smile slogan’s should be
used. Above all, always smile yourself when dealing with a CSR or anyone in your company
who deals with the customer. When the employees see the boss smile it is much easier for them
to smile as well. People just want to “fit in” so they’ll do as you do.
Headsets
Professional headsets must be used by all Customer service representatives. This keeps the fo-
cus on the CSR being a professional. Remove all handsets from the telephone answering room.
Never is anyone to “just grab” the phone. Only the trained professional CSR is to answer the
phone. This includes the owner. (Are you listening?) There are no exceptions to this rule. The
headsets must have the following:
 Quick line disconnect (So that headset can be disconnected without taking them off)
 Two earphones (So that no background noise can be heard)
 A volume control
 A mute button
(So that conversations with a manager can happen without putting customers on hold)
4
Telephone Training-Using A Script
ALWAYS USE A SCRIPT. There are several specific reasons why our company
uses a script:
 Phones are answered the same way every time.
 Technicians know what was said or promised to a customer.
 Customers are given all the information you can, up front.
 It saves time by stopping unnecessary, long-winded conversations.
 You can take more calls with fewer employees because a script shortens the
time to take a call. (Usually about 4 minutes)
 Customer doesn’t look for inconsistencies to take advantage of, if it none exist.
 The Script tells the customer that you appreciate their business, every time.
 It sends the message to the customer that the company has intended to send, not
the CSR.
No business that has automated operation can survive without a script. Our
goal is to operate this company by empowering employees to make the right decision.
The Scripts that you will use, give you this power to make the right decision, every
time.
The first commandment of a Professional Customer Service Representative:
REMEMBER THE SCRIPTS AND KEEP THEM IN

FRONT OF YOU AT ALL TIMES!
4
Elements of a Good Script

There are four basic elements to our script. These elements allow us to properly and
effectively take each order from the customer:
1. The Greeting.
2. The Sale.
3. The Gathering of Information.
4. The Close.
The Greeting
Our Company : Good (Morning/Afternoon), (Our Company ). This is (Your

Name) speaking. How may I help you?
Because this is a professional greeting that identifies our company and what per-
son the customer is dealing with.
How you’re saying this:

Before answering the phone prepare by looking into the mirror and smiling. If you
do this every time, the customer will hear your smile when you answer.
Be very upbeat and alive when saying the greeting. Do not state the greeting in
a monotone voice. More volume and punch in the beginning. Pause between
each sentence. Don’t sound canned.
One half hour should be spent on memorizing and

vocalizing the greeting. The manager may choose
to leave while the CSR practices at this time.
4
The Sale
Customer: How much do you charge to repair my air conditioner?
Our Company : What area are you located in?
When you ask the questions, you are in control of the call not the customer. This will stop the
customers rhythm of questioning your price. It makes the customer think about something else
besides the price.
Customer: I live in the Oberlin area.
Our Company : Great! We have a technician in your area right now! Why
don’t I have him stop over and take a look at the problem and let you know
what is involved. Our service charge is only ($ ) The technician will let
you know what needs to be done and then quote you a firm price for the re-
pair.
You are enthusiastic about wanting to do the job. (Don’t you wish your auto me-
chanic was this happy to fix your car?)
Saying you have a Tech in the area now, (Even if you don’t), tells the customer
that his neighbor probably uses your company as well. Think of it as a passive re-
ferral. It justifies in the customers mind their decision to call you. Also it makes
the customer feel that you are a large enough company to meet his needs in the
future.
Still in control of the call, YOUR sending someone over, YOUR quoting a price
and YOUR telling them what will happen when the tech arrives. Again, this
throws the customer off as they now have to think again about what it is your
asking them to do.
CSR should practice this for one half hour by

themselves. After the half hour of practice is over,
then practice with a manager using the Greeting
and the Sale all at one time for one half hour.
4
The Sale
Our Company : What is your address please?
Customer: 2929 Hill Street, Atlanta, Georgia 60110
This is your question that separates a shopper from a buyer. If they give
you their address, you have basically just booked the call. When a cus-
tomer commits with their address to a service business, they know that
you know where they live. 99% of the time if you get the address, you
get the call.
How you’re saying this:

Although we have separated the different elements of a script, it is
important to remember that you must not HESITATE between each
element.
“What is your address please,” is especially important that it is spoken as

quickly as possible after, “quote you a firm price for the repair,” as this is
the CLOSING of the sale. Once the address is obtained, it is almost certain
that the call is yours.
CSR should practice this with a manager, role

playing, using the Greeting and the Sale all at
one time for about fifteen minutes.
4
The Sale
If the customer gives you the address, you would then go directly into the information gather-
ing part of the main script. If they hesitate then you would go into one of your Alternate
Scripts.
Alternate Script #1
Customer: I don’t want to book a call without getting a price first.
Our Company : To be fair, the technician has to see the job first. Many
things go into the price of a repair such as what parts are needed, how much
labor is going to be involved and so forth. Why don’t you let our Technician
stop over and take a look. It’s only $ and you can apply the $ toward
the repair, it’s not an extra charge.
MAY I HAVE YOUR ADDRESS PLEASE?
Alternate Script #2
Customer: I’m just shopping around for a price, before I have someone come
over.
Our Company : Most of our customer prefer an accurate price base on see-
ing the situation. Most phone quotes are inaccurate and change after the
Technician sees the job. It’s not fair to you the customer, if we were to quote
low on the phone and then charge high when we get there. If you would allow
us to, we would like the opportunity to come by and see what it would take to
get the job done.
Notice, both Alternate scripts use, “May I have your address please?” as the closing line...
If after using the alternate scripts, the customer is still hesitant to use your company, then try to
use the “Reasons to Use Your Company Script” as outlined on the next page.
5
Reasons to Use Your Company Script
1. We been in business for over years.
2. All of our Technicians are factory trained.
3. Most of our customers are located in your area.
4. Our trucks have all the parts you will need.
5. We can get there when you need us to get there.
6. We are the largest (BRAND) dealer in the area.
CSR should practice the Alternate Scripts by themselves for

fifteen minutes. Then with a manager for one half hour.
The alternate scripts are usually not memorized and are usually
the most forgotten part of all the scripts. The alternates are
critical in maintaining control of the call.
5
PHONE MESSAGES
MESSAGE FOR: PRIORITY:
Act Today, Important
DATE: / / DAY: Call
TIME RECEIVED : Better Today,

but Tomorrow Okay,
Not Urgent
NAME OF PERSON WHO CALLED Return Call Sometime

When Convenient
COMPANY NAME TYPE OF BUSINESS Doesn't Require Action,

Just Letting You Know
About the Call
ACTIONS PROMISED
HOME PHONE PAGER
WORK PHONE EXTENSION FAX

MESSAGE:
PLEASE RETURN CALL BY:
DAY: DATE: / /
AT: :
WILL CALL YOU AGAIN ON
DAY: DATE: / /
AT: :
52
Day One Check List

Employee:
On Day One I have accomplished the following:

 I have been introduced to the people I will be working with.
 I have handed in a Job Application with the correct home phone number and address.
 I have filled out all Federal and State tax forms.
 I have been briefed on the following:

• The pay periods and pay days.
• When the benefits (if any) begin
• Personal Calls
• The tools the CSR is to have at the Desk
• The Telephone Room Environment
• The Telephone Tape Recording Agreement
I have been told how the company system operates in general. I understand the importance
of my job and how it fits in to the company system.
 I have thoroughly reviewed my Job Description Contract with the Manager. The Manager
and I have signed it. I have received a copy and I know that I must keep it available for re-
view at all times while at my work station.
I have been assigned a desk to perform my work. It is supplied as stated in the Job Descrip-
tion Contract.
I have been given a copy of the Training Schedule for the week. I know what I am to learn
each day to perform my job.
I completely understand why we use a script. I know that all scripts are to be in front of me
before I answer the phone.
I have learned the Greeting and Sale portion of the Main Customer Service Script. I have
rehearsed this portion of the script with the employee assigned to train me.
 I have read and rehearsed the Alternate Scripts with the employee assigned to train me.
5
5
Five Day
Telephone
Training
System
Day-2
5
Telephone Training-The Phone System
Day Two
Here is list of things that are to be accomplished on the second

day:
 Review the Telephone System operation and care of the equipment with a manager.
 Learn to use the Telephone System including call transfers, voice mail, conference etc. and
receive a quick reference sheet on these procedures.
 Review and rehearse the Greeting, Sale and Alternate portion of the Main Script.
 Read and practice the Information gathering portion of the Main Script.
 Read and practice the Close portion of the Main Script.
 Practice the entire Main Script from the Greeting to the Close. Use the actual Script you
will be using. Also practice responding to objections using the Alternate Scripts while doing
this.
 Review and Practice Customer Quality follow up calls. Know where Follow Up Forms are
located.
5
Telephone Training-Day Two
The Phone System

Review the Telephone System operation and care of the equipment with a man-
ager. Learn to use the Telephone System including call transfers, voice mail, con-
ference etc. You should receive a quick reference sheet on these procedures for
you to read over and refer to should you not remember how to use the system cor-
rectly.
There are some things to remember about the types of calls you will receive. The
following is how you would respond in certain situations as they arise:
IF CALL IS A VENDOR OR SOLICITATION:

Route the call to the correct voice mail extension.
Always state, "Thank you for calling (YOUR COMPANY’S NAME)," before
transferring the call.
IF CALL IS A CUSTOMER WANTING TO TALK ABOUT AN ESTIMATE HE

WAS GIVEN:
Route the call to technician's or Salesman's Voice Mail Page Out Mail Box.
Write down customer name and invoice number to make sure tech followed
up that day.
IF CALL IS A CUSTOMER:
Follow the MAIN CUSTOMER SERVICE SCRIPT completely, as you have
practiced.
Remember to always state: "Thank you for calling (YOUR COMPANY’S

NAME)," before transferring any telephone call.
5
Telephone Training-Gathering Information
Now that we have learned how to sell the call, it is important to get the in-
formation necessary so the Technician, Dispatch and Accounting can properly
perform their work. After getting the address from the customer, which is the
closing line, it is important to get the following information in the order that it is
learned below. Remember follow the Script at all times.
Our company : May I ask you to spell your last name?
Customer: S-M-Y-T-H-E, Smythe.
Our company : And your first?

Ask to spell the last name instead of saying it. This is one of the biggest time sav-
ers you will find. Plus the name is spelled correctly for your permanent customer
records entered on to the computer. It can be very time consuming to go back in
the future and change the name. Asking, “And your first?”, is just a faster way of
getting the first name.
Our company : Is there anybody else authorized to order service under this
name?
Customer: Yes, my husband Jim.

The absolute worst question you can ask someone who has been through a painful
divorce is, “Are you married?” or “What’s you husbands name?” If your lucky
they’ll just hang up, if not you must listen to thirty minutes of “what happened”
with their divorce. Also, some women who are older but not married take offense
to the assumption that they are married. Listen to this advice, PLEASE!
.
5

Our company : What is your home telephone number with the area code?
Customer: 101 - 555 - 1214
Our company : And at work?

This is just an efficient method of getting the information. Every second counts.
Get all other numbers where the customer can be reached.
Our company : Did you get our number from the yellow pages when you
called this time?
Customer: Yes.
Our company : What’s the ad number in the upper left hand corner?

Ask if they got your number from the yellow pages first. This way the response is
YES/NO which is faster than them trying to think of where they got the number.
Make sure you add, “this time.” You are telling them that even though they have
used you before, you want to know how they look you up. Don’t forget the AD
NUMBER so that you can track results of costly advertising.
On the following page is an example of a marketing abbreviation form.

These numbers or abbreviations are to be used when entering this information on
the computer at the time you are taking the call. Remember, after the training pe-
riod is over, you will enter all the information the customer is giving you on the
computer at that time.
Putting the information on paper and then transferring it to the computer

later is absolutely NOT allowed. It is very tempting to do this. PLEASE prepare
yourself for every call before answering the phone. The only reason you would
not enter information on the computer directly is that you are either in the process
of being trained or the computer is not working.
5
SOURCE OF REFERENCE
ABREVIATIONS
YELLOW PAGES
ABBREVIATION or AD
LIB, MUND & VERNON HILLS
GRSLK, ANT, RLB, FX LK & LK VLA HEAT-101 COOL-102 PLUMB-103
WAUKEGAN, GURN & WADSWORTH HEAT-201 COOL-202 PLUMB-203
LZ, BARR, WAUCONDA & ISLD LK HEAT-301 COOL-302 PLUMB-303
MCHENRY HEAT-401 COOL-402 PLUMB-403
LAKE FOREST,LAKE BLUFF HEAT-501 COOL-502 PLUMB-503
HIGHLAND PARK, HIGHWOOD HEAT-601 COOL-602 PLUMB-603
DEERFIELD HEAT-701 COOL-702 PLUMB-703
WINNETKA, GLENCOE HEAT-801 COOL-802 PLUMB-803
HEAT-901 COOL-902 PLUMB-903
OTHER ADS
ADVERTISER
ADVERT (LIB OR LKS)
MARKET JOURNAL MJ (LIB OR LKS)
COMMONWEALTH EDISON FLYER COMM ED
EQUIPMENT STICKER STICKER
REFRIGERATOR MAGNET MAGNET
REFERRAL FROM A FRIEND REF (STATE NAME OF FRIEND)
CARRIER DEALER AD DEALER AD
HOME COMFORT NEWS LETTER NEWS LETTER
PERSONAL ROLODEX PERSONAL ROLODEX
ADDRESS BOOK GOT NUMBER ADDRESS BOOK
FROM A TRUCK RADIO TRUCK
TV RADIO
BUSINESS CARD REFERRAL TV
NEWS SUN CARD (STATE NAME ON CARD)
DAILY HERALD NEWS SUN
MONEY MAILER COUPON DAILY HERALD
FOLLOW UP CALL COUPON
GOT NUMBER OFF OF INVOICE FOLLOW UP
DIALED INFORMATION INVOICE
411
THESE ARE ABBREVIATIONS FOR THE SOURCE OF OUR PHONE CALLS.
REMEMBER, WE WANT TO KNOW HOW THE CUSTOMER GOT OUR
6
NUMBER THIS TIME.
6
Our company : Have you seen our ads on TV?
Customer: I’m not sure.

Even if you don’t advertise on TV you should still ask this question. People tend
to trust companies they see advertised on TV. It enhances your image as a major
company in the industry. Also, you are asking more questions to keep control of
the call. This just gives the customer more to think about other than the service
call and price.
Our company : When would you like us to be there? Is late this afternoon
alright? (Suggesting a time frame that is open for you.)
Customer: No, it has to be this morning! I have no cooling!
Our company : Is that when you’d like it?
Customer: Yes.
Our company : Alright, then I’ll put you on the schedule for this morning.
Always book EVERY SERVICE CALL! Even if the schedule is packed, take
the call within the time frame that the customer wants it. Here’s why:
 Other customers may cancel, or have cancelled their calls. This may
leave the time open for booking the call.
 Remember, the customer still has the phone book open. If you book the call
when you want it, they will continue to shop around looking for someone to
fit their time frame. If you book it for their time frame, they will close the
phone book, resting assured that they have taken care of getting a techni-
cian when they want it.
 You will lose the call anyway if you don’t meet the customer’s time
frame. You might as well take the call, see if there is anyway you can do it
and then reschedule.
6
Of course the CSR looking at the CALL STATUS BOARD, knows that they
must let the Dispatcher know about this call to see if they can fit the call in. The
Dis- patcher is to take a least 15 to 30 minutes to make this determination.
Rescheduling and delaying calls is a process that is done ALL DAY LONG for
just about every call that is taken. This process is easy when you follow and prac-
tice the Reschedule CALL SCRIPT and the DELAY CALL SCRIPT. You will use
these scripts ALL DAY LONG, as the Dispatcher sees fit. Get used to using them.
Our company : And your cooling is not working at this time, correct?
Customer: Yes.
Verify the reason for the call and enter this information in the
DESCRIPTION OF WORK PERFORMED area of the computer screen. Sum up
the call in two words. Enter such descriptions as:
NO HEAT, NO A/C,
SERVICE FURNACE, SERVICE A/C,
PLUMBING REPAIR or CLEAR
DRAIN FREE ESTIMATE
Keep the description short and do not take lengthy customer directions as to how
the unit is to be repaired.
If the customer asks you to tell the Tech what work should be done, then state,
“Where can you be reached when the Tech arrives?” Wait for a response and
then say, “Good, we’ll make sure he knows to call you so that he can talk to you
before he begins doing any work.” Then note in the description to have Tech
contact the customer before doing any work.
If a customer asks to speak with a Tech right now. Then state, “I’m sorry, all the
Technicians are on service calls right now but you can talk to a Tech when he
arrives at your home.” Be prepared to go into the Alternate Script if necessary.
6

Our company : Will you be paying with a check or credit card today?
Customer: I’m gong to write a check.
Our company : Will you be there for the Technician to explain what
was found with the unit?
Customer: My husband will be there.
Our company : Then he’ll have the check?
Nothing is worse than to sell labor services and then not collect for them at the
time of service. The laws of diminishing value are in place when it comes to a ser-
vice repair. This means that the repair was seen by the customer as being more
valuable before the call was done, (when they are either too hot or too cold), than
after the repair was performed. (when they are now comfortable.) This will lead to
uncollectible bills that will kill a service business
The Close
Our company : Alright Mr. or Mrs. , I have you on the schedule
for later this morning. The Dispatcher will call you when the Technician is
on the way.
Customer: OK.
Our company : Oh and Mr. or Mrs. , I really appreciate you for
calling (Your Company), It’s customers like you that make it possible for
us to do business. Thank you.
Your verifying their schedule and ending with a unique, heartfelt appreciation
statement.
Remember, in a fine hotel, everything can be immaculate, but that is expected

when you are paying top dollar for a room. What’s not expected is when the
Doorman or the Desk Clerk calls you by name after you’ve been in the hotel for
only one night. It’s quite flattering to receive a compliment from the staff if you
are a customer.
6
Telephone Training-Quality Follow Up Calls
Now that you have walked through the script slowly as you have pieced it
together, now you can view the script in a more linear fashion from beginning
to end. This is just the start. Every customer to employee verbal exchange must
be scripted and prepared to be read at a moments notice.
The manager is to provide a place where all of the Scripts that are to be
used are kept. The Scripts must be visible and ready be used at a moments notice.
The CSR is to read the Information Gathering and Close elements of

the script by themselves for half an hour. Then view entire Script with
Alter- nates and practice with a manager for one hour.
First try a smooth run through the Script. Then have the manager
throw in objections as they go along.
6
Customers must be called back within one hour of the time the service technician
leaves the job. This must be done during slow as well as busy times.
The following is a script and a set of questions that will be asked concerning
the quality of the service that we provided for the Customer. We do this
because we are the finest customer service company in our industry.
CUSTOMER QUALITY FOLLOW UP SCRIPT

OPENING
Good (Morning/Afternoon/Evening) (Mr. Or
Ms. Name) with (Your Company). ). This is (Your
If you have a few moments, I would like to ask you a few questions concern-
ing the service we just provided.
(The customer will respond with either a yes or a no they don't have the time. If they don't have the time to answer, ask what a
good time to call would be and flag that customer to be called at that time.)
1. How did you like the technician that performed your service call today?
2. Did we respond to your call in a timely manner?
3. Was our technician neat, courteous and helpful during your service call?
4. Do you feel that the service you received was excellent, good or poor?
(If they say poor ask them to elaborate)
CLOSING
1. Thank you for using (Your Company). If we can be of service to you
in the future, please call, we appreciate your business.
2. Thank you for your time, your business is very important to us, please
call again.
3. I am very sorry to hear you are dissatisfied with our service, I will
have our quality supervisor call you very soon, our customer’s
satisfaction is very important to us. (Follow the 6 Steps To A Customer
Concern)
The invoices that must be called on will be provided by the Dispatcher as the calls
are finished by the Technicians. The manager will show you the printer that these
invoices are printed on.
The process of call follow up is not always easy but will save a lot of time when
you can find out about problems when they are relatively small.
6
Telephone Training-Quality Follow Up Calls
The following form is used to record the result of each follow up call. These are to be put in the QUAL-
ITY FOLLOW UP TRAY for the manager to review every day.
CUSTOMER:TECH :INVOICE #:DATE:
Excellent Good or Poor

  How did you like the technician that performed your service call today? Was our technici
  Do you feel that the service you received was excellent, good or poor?
  (If response is Excellent just check the box. If response is Good or Poor ask them to elaborate.)
 
COMMENTS:

  How did you like the technician that performed your service call today? Was our techni
 
COMMENTS:

  How did you like the technician that performed your service call today? Was our techni
 
COMMENTS:
6
Day Two Check List

Employee:
On Day Two I have accomplished the following:

 I have reviewed the Telephone System operation and care of the equipment with a
manager.
I have learned to use the Telephone System including call transfers, voice mail, conference
etc.
 I have received a quick reference sheet on the Telephone System and procedures.
 I reviewed the Greeting, Sale and Alternate portion of the Main Script rehearsed yesterday.
 I have read and practiced the Information gathering portion of the Main Script.
 I have read and practiced the Close portion of the Main Script.
 I have practiced the entire Main Script from the Greeting to the Close. Use the actual Script
I will be using.
 I practiced responding to objections using the Alternate Scripts while doing this.
I reviewed and Practiced Customer Quality follow up calls. Know where Follow Up Forms
are located.
6
6
Five Day
Telephone
Training
System
Day-3
7
Telephone Training-Delay and Reschedule
Day Three
Here is list of things that are to be accomplished on the third day:
 Understand the Delay and Reschedule procedures.
 Read and practice the Delay and Reschedule Scripts.
 Learn how to use the computer for entering information on the invoices.
 Practice using the entire Main Script while entering information on computer.
 Read and practice the “Reasons to put Customer on Hold Script.”
 Practice putting customers on hold.
 Learn and Practice handling multiple phone lines.
 Review and Practice the use of the Phone System. Know how to transfer calls,
conference calls, use voice mail etc.
7
Telephone Training-Day Three
Making Delay Calls
Delay calls are one the most important elements in keeping customers happy while
they are waiting for a Technician to show up at their home. How would you feel if you
took off work to have an auto mechanic work on your car? The shop tells you that the
car will be looked at later this morning and that you will be called when they find out
what the problem is.
You wait till 1 p.m. and still no word. You keep waiting till 2:30 p.m. and now your up-
set because you took off all day and still the repair hasn’t started. Now your
wondering about having to take tomorrow off work. So you call the shop where the
car is being repaired and you ask about the progress. They say something like, “Oh
yeah, Smythe? We’re just looking at it now.” Your temperature and stress level just
went on the climb.
How about if at 10 a.m. you received a call from the shop from a person who tells you
that even though they have not looked at the car yet, your car will be the next car
looked at. They apologized for the inconvenience and told you that they would call in
45 minutes to give you a progress report at that time. I’ll bet you’d feel as though your
a respected customer and that they care about the way you are treated there.
And so this is the reason for delay calls. To let the customer know that we think that
their time is important. We will do everything we can to keep the lines of communica-
tion open for them.
When to Make Delay Calls

Delay calls are initiated by the Dispatcher. The Dispatcher may call or send a list to the CSR of
Delay Calls that must be made. These calls are a priority. They must be made as soon as possi-
ble after the Dispatcher notifies the CSR to do them.
The emphasis is on being polite yet working through the Delay Call Script quickly. Do not stop
in the middle of the script. If the customer wants to reschedule after you have made a Delay
call, then do so immediately.
In that aspect it is important to have the invoice on the computer screen while you are making a
delay call. This way, you are prepared to change the times or dates at a moments notice.
On the following page is the Delay Call Script. This Script is equally as important to follow as
the Main Script. There is a message that management is sending to the customer in each Delay
Script. If it is not followed, then this message is watered down or not sent. The message is that
we care about the customer’s time and will do everything possible to get their on time.
7
DELAY CALL SCRIPT

Beginning
Mr./Ms. ( ), this is (Your Name) at (Your Company).
1ST Delay Call

I'm calling to let you know we haven't forgotten about you. Our service techni-
cian is taking a little longer on his present job, I'll call you as soon as he's on his
way to you.
2nd Delay Call

Your service technician is still on that call. He's finishing some extra work the
customer requested. I'll call as soon as he's on his way.
3rd Delay Call
I've just talked to your service technician and it shouldn't be much longer now.
Just as soon as he's on his way I'll give you a call.
It is important to follow the procedure on the following page after you

have made the Delay call. Remember to have the invoice on the
computer at the time you are making the call.
As you can see these calls are brief. This is to allow the CSR to maintain
their other duties as well as performing Delay Calls.
Practice the Delay Script for one half hour.
7
DELAY CALL
Dispatcher is to check schedule at the top of every hour for
possible delay calls to be made. Dispatcher should communicate
with CSR'S the need for a delay call after schedule check is made.
After delay call is made to the customer using the approved
script, CSR is to then enter at the bottom of the invoice screen:
DELAY1@3/19 10:00AM JT
FIRST DELAY CALL-THE DATE-THE TIME CALLED-INITIALS OF CSR
Special attention is to be paid to the color of invoice number as it appears on the

schedule screen.
BLACK-New call with no delay calls made to the customer at this time.
PURPLE - Priority Code 16 is entered by the CSR in the PRIORITY BOX after
the FIRST DELAY CALL has been made tot e customer.
(Before issuing a second delay call, please note that once a second delay call is
made, the call cannot be rescheduled.)
YELLOW - Priority Code 6 is entered by the CSR in the PRIORITY BOX after the
SECOND DELAY CALL has been made to the customer.
RED - Priority Code 1 is entered by the CSR in the PRIORITY BOX after the
THIRD DELAY CALL or a RESCHEDULE CALL has been made to the customer.
(NOTE: ANY CALL WITH A RED INVOICE SHOULD RECEIVE NO FURTHER DE-
LAYS OR RESCHEDULES.)
If a call is rescheduled (While it is black) the call will then be assigned a Priority
Code 1 (RED), meaning that it should receive no further delays or reschedules.
FOLLOWING THESE PROCEDURES ARE OF THE UTMOST

IMPOR- TANCE, AS CUSTOMERS EXPECT AT A MINIMUM, FOR OUR
TECH TO SHOW UP AT THE TIME WE PROMISED.
IF WE DO NOT SHOW UP WITHIN THE TIME FRAME EXPECTED, WE
WILL DEFINITELY LOSE THE CALL.
7
Making Reschedule Calls

Reschedule Calls are calls that have been determined by the Dispatcher to be calls
that have a low risk of customer cancellation. Calls such as Planned Service Calls
or Maintenance Calls. Large jobs that the company is going back on every day are
other candidates for reschedule. The last choice in calls to reschedule are
“Equipment not working” calls.
In any case only the Dispatcher is to make this determination. The CSR may
offer input about a customer but be careful not to pressure the Dispatcher by
saying things like, “If you reschedule this call, we’re gonna lose it.”
The Dispatcher is following the directions given to them by management on
which calls are to be rescheduled. The Dispatcher already has enough pressure
on them by Techs who have their own idea on the way things should be run.
Make everybody’s life easier and just follow the scripts given to you and follow
orders given to you by the Dispatcher.
When to Make Reschedule Calls

The earlier in the day that these calls are made the better. Waiting too long to re-
schedule a call or an installation will result in the customer taking off work for the
day, waiting for the Tech to arrive and then getting very upset that no one will be
showing up. This is why it is important to note how many times the customer has
been rescheduled.
Follow the Delay Call Procedures on the preceding page. This way the
Dispatcher will know if it is possible to reschedule before having the CSR
attempting to do so.
Remember to have the invoice on the computer screen while you are making a re-
schedule call. This way, you are prepared to change the times or dates at a mo-
ments notice.
On the following page is the Reschedule Call Script. This Script is equally as im-
portant to follow as the Main Script and the Delay Script. Remember the message
that management and you are sending to the customer in each script. If it is not
followed, then this message is watered down or not sent. The message is that we
care about the customer’s time and will do
everything possible to reschedule at a time convenient for the customer.
7
RESCHEDULE CALL SCRIPT

Beginning
Mr./Ms. ( ), this is (Your Name) at (Your Company).
Calls taken today trying to meet the customers time frame
I'm calling to let you know that there’s been a mistake made with the schedule.
The time slot I’ve booked for your service call was already filled. I’d like to
apologize for that mistake. Could we do your call at ( ) instead of
( ?)
Calls booked on a previous day that are non-emergency
I'm calling to let you know that there’s been an extreme amount of emergency ser-
vice calls that have come in today due to the (hot or cold) weather.
It would really be of great help if you would allow me to schedule your (NON-
EMERGENCY TYPE) call for the next day that is convenient for you. What day
would be good for you?
If the Customer wants to cancel
Some Customers may want to cancel at this time. Try not to let
that happen. Here are some things to try if this occurs:
 Give $5 or whatever amount your company can, off the diagnostic for the in-
convenience of having to reschedule.
 Do the diagnostic for free on this call. The company doesn’t make money on
the diagnostic anyway.
 If the call is a major installation, give the Customer a reason to hold while you
talk to a manager. Maybe something like a free Planned Service Call or an Ex-
tended Warranty on the installation could help save the call.
Try to save every call...
7
DELAY & RESCHEDULE
LOG
DELAY CALL RESCHEDULE RESULT
INVOICE CALL INVOICE DONE NOT DONE
NUMBER NUMBER
This is a form that may be used by the Dispatcher to communicate with CSR.
76
Learning and Using the Computer
It is important to understand the use of the computer as it relates to the use of the
scripts. The computer is set up to take information just as you are receiving it
from the customer.
All information must be entered directly on to the computer as you are receiving it
from the customer. Never write the information down on paper and then
transfer it later. This will result in doing double the amount of work necessary to
book each call. The only reason to not enter directly on to the computer is if the
computer is not functioning.
A manager should now explain the computer system and how to use it and follow
the script at the same time. Always use the Main Script when showing a CSR
how the computer invoice is set up.
Find and old invoice on the computer and use it for the purpose of training.
Have the CSR follow the script and enter the information at the same time.
CSR should practice this for at least one hour. This is the main
part of the job. Make sure this is practiced.
Putting Customers on Hold
Putting customers on “hold” is a necessary and important part of the CSR posi-
tion. If the Customer’s are put on hold correctly, this will enable the CSR to an-
swer and handle multiple lines with no problem. If this is not done correctly, this
will create angry Customers that will hang up. No customer wants to be put on
hold when the are calling for emergency service. It creates anxiety that you are
“leaving them” and in their minds, you may not return.
The method used to alleviate this anxiety is simple. Every time that you put the
customer on hold, you must have a reason. On the next page is a list of reasons to
put the customer on hold. When incoming calls occur, you must answer each call
within 3 to 5 rings. Sound impossible? It’s not if you follow these simple meth-
ods.
7
Telephone Training-Handling The Phones
REASONS FOR SOMEONE ON HOLD

Would you mind holding while I:
1. Go to my desk?
2. Go to the computer?
3. Check the schedule?
4. Check with the Dispatcher?
5. Check with Accounting?
6. Find out for you?
7. Get my notes?
8. Check with the Credit Department?
9. Look to see if there is a Technician around?
10. Get that information?
Let me get your phone number and:

1. Call you back in 5 minutes.
2. Have the Supervisor call you back.
Handling Multiple Calls
If the Customer’s are put on hold correctly, this will enable the CSR to answer
and handle multiple lines with no problem. Let’s say three lines ring at the same
time. One CSR can probably handle two calls at a time with little effort. However,
if three calls come in, you should take the number of the third line and call them
back. Here’s an example of how it can be done.
LINE 1:
CSR: Good morning, (Your Company), this is (Your Name) speaking
how can I help you today?
Customer: I need to get my furnace fixed.
CSR: Would you mind holding while I go to my desk?
7
LINE 2:
Customer: I need to schedule an estimate.
CSR: Would you mind holding while I go to my desk?
Now go back to LINE 1 and take the call following the script. If it goes smooth,
with no customer interruptions, then take the first call completely an then go back
to LINE 2.
A non-interrupted call should take about three minutes.

If the Customer on LINE 1 has any questions or objections, Put them on hold at
that point and tell the Customer on LINE 2, “It will be just a moment, could you
please hold while I...” Then return to LINE 1 to finish the call.
If at any point the Customer is holding longer than 3 minutes and you are still
busy. Ask the Customer if you can take their number and call them back in 5 min-
utes. Do not let Customers sit on hold more than 3 minutes. Caller ID might be
helpful if it is available for this process as you can say, “I’m running into a delay,
may I call you back in 5 minutes? Your number is 555-1323 correct?”
At any rate, if LINE 3 calls in when you have two customers on the line, you must
ask them to give you the number and call them back in 5 minutes.
LINE 3:
Customer: How much is a thermostat?
CSR: Let me get your number and call you back with that information.
When putting customer on hold,

always have a reason.
7
Telephone Training-Handling The Phones
Day Three Check List

Employee:
On Day Three I have accomplished the following:
 I understand the Delay and Reschedule procedures.
 I have read and practiced the Delay and Reschedule Scripts.
 I have learned how to use the computer for entering information on the invoices.
I have practiced using the entire Main Script while entering information on the
computer.
 I have read and practiced the “Reasons to put Customer on Hold Script.”
 I have practiced putting customers on hold and handling multiple lines.
I have reviewed and practiced the use of the Phone System. Know how to transfer calls,
conference calls, use voice mail etc.
8
Five Day
Telephone
Training
System
Day-4
8
Telephone Training-Paperwork
Day Four
Here is list of things that are to be accomplished on the fourth day:
 Learn the Service Ticket filing system.
 Looking for “Recommendations” of work to do on tickets.
 Following up on Technician Recommendations using a script.
 Learn and understand the benefits to the customer of Planned Service.
 Learn how to book Planned Service Calls.
 Learn how to send out Planned Service Cards to customers who have purchased it.
 Learn how to send out “Thank You” cards with coupon following each service call.
 Read and practice the Delay and Reschedule Scripts.
 Practice using the entire Main Script while entering information on computer.
 Read and practice the “Reasons to put Customer on Hold Script.”
 Practice handling multiple phone lines.
8
Telephone Training-Day Four
Service Ticket Filing System

The Service Ticket that was used by the Technician to perform each service call
is reviewed by various departments after it is handed in for different information.
• Inventory (for parts restock)

• Dispatch (for ticket accuracy)
• Accounting (for correct payment)
Once the tickets are finished being reviewed, they are placed in a tray that is la-
beled, “SERVICE TICKETS TO BE FILED.” At this point the CSR is to review
the tickets for the following information that will be needed:
• Recommendations by Technicians for work to be done.

• Planned Service Agreements that were sold to the customer.
• Customers Correct name and address as well as Tech’s name to send
out “Thank You Cards.”
Once this information is received by the CSR, the process of preparing the tickets
to finally file them away can begin. Here is a step by step process that the CSR
must do with the above information.
Step 1 - Review Recommendations

On each Ticket, there is an area that shows repairs that were offered by the
Technician as necessary to bring the system up to par. Many Customer’s refuse
these repairs when the Technician is there for various reasons. However, once
the Customer has had time to think about it, they often times would like to have
the work done. This is where follow up is important. It’s almost like your
“reading their mind” from the Customer’s viewpoint.
Let’s say you found a recommendation for a new Water Heater on one of
the tickets and the Customer signed off, declining to have the work done. The
CSR simply follows the “Ask if Work is to be Done Script” when calling the
customer back to confirm that they do not want the work done. This script is
simple to follow. Try following the script on the next page.
8
Step 1 - Review Recommendations
TECHNICIAN’S RECOMMENDATION:
Customer needs a new Water Heater. The present Water Heater is 15 years old
and has a small leak at the pipe going into the tank. Price: $598.00
Ask if Work is to be Done Script

This script is to be used after reviewing service tickets for work
that was recommended but declined by the customer.
CSR :(Mr. or Ms. )? Hello this is (Your Name) from (Your Com-
pany). How are you today?
CUSTOMER:Fine.
CSR :I’m just calling to follow up on the service that was done by (TECH’S
NAME) on (DAY and DATE).
CUSTOMER: Alright.
CSR :I was just about to file away the ticket when I noticed that (TECH’S
NAME) recommended that you should have the (NAME OF THE REPAIR)
repaired/replaced.
CUSTOMER:Oh yeah, I remember.
CSR :Would you like me to set up a time for you to have the work done?
If the Customer says yes, then book the call. If the Customer says no, Then close
the call with the appreciation statement located in the Main Customer Service
Script.
Most people will probably decline to have the work done. Do not take the
rejection personally. If even 5% of the people you call, go ahead with the work
then your review and follow up is a raving success. In some companies, follow up
calls like these can lead to over $100,000 in additional money that would be nor-
mally just filed away.
8
Step 2 - Planned Service Agreements Sold to the Customer

Planned Service Agreements are an important element of any service business.
Here are some of the people who benefit from them:
• The Customer (Gets lower prices, yearly maintenance and priority service)
• The Technician (Gets to work year round not just seasonally)
•The Company (Stabilizes cash flow and enables them to pay bills)
As you can see Planned Service is an important element in the service process be-
cause everyone wins in the process. After the review of recommendations is per-
formed, then go over each ticket for Planned Service Agreements that were sold
to the customer.
After finding the Planned Service that was sold on the ticket, the following is then
done:
Find out if the equipment maintenance that is included with the Planned Ser-
vice Agreement, was completed on the ticket.
(You will find an attached Planned Service Checklist if call was completed.)
If maintenance was done, (find checklist) then prepare tickets for the next step. If
maintenance was not done, (no checklist) then do the following:
1. Book the Planned Service Maintenance Call for approximately one year from
the date the agreement was sold or during the time frame set up by management.
(Ask manager for any other pre-selected time frames)
2. Write name and address of the customer on a “WELCOME TO PLANNED
SERVICE” card shown below. Send out the card so the customer can note the
date the call was booked on. Make sure these cards go out daily.
Welcome! To the
Planned Service Program
Your Planned Service Call is scheduled for:
oo Heating on Cooling// on
o Plumbing on
/ /
/ /
Please make a note of your date! If you’d like a different date then call 555-1314 to reschedule. Th
8
Step 3 - Sending Out Customer Thank You Cards
The final step in the ticket process is easy. and can be done in seconds if the com-
pany is set up with a computer program that can print labels from the calls that
were done on a specific day. If the company has such a program, then the
manager will show you how to print out labels from calls done on the previous
day.
If you are not computerized, then the names and addresses must be taken
from the service tickets on the back of each Thank You card.
Here is a sample of the Thank You Card:
I’d like to say “Thank you!”

Dear ,
I would like to personally Thank You for inviting me into your home to service your
HVAC system. I really enjoyed working for you and look forward to hearing from you in the
future. If you have any questions or need any other heating or cooling services provided, please
ask for me personally so that I may continue to extend my help to you.
It’s Customer’s like you that make it possible for my fellow employees and I to be suc-
cessful and provide for our families. For this I am truly grateful to you. As a small token of my
appreciation, there is a coupon attached for you to use on future services. Please feel free to use
this at any time. Once again, thanks.
$15.00
Any product or service at
(Your Your Service Technician
Company)
expires (DATE
These cards are a large part of our company marketing plan and must be done
every day. At this company, we believe in rewarding people who are already Cus-
tomers rather then always giving coupons to new Customer’s who haven’t even
tried our services yet.
8
In this way, we are not just telling the Customer we appreciate them, we are
also showing it by giving them a discount on their next call.
8
The Final Step - Filing away the Tickets
Once the three steps outlined before, have been completed, then it is time to file
away the tickets. It is important that filing be done with impeccable accuracy.
Here is the procedure that should be used to do this:
• File all Tickets in the current year’s file.
• File all tickets by Address Number.
Why on earth would you want to file by address number? One might ask.
The answer is simple.
Your company services the equipment which is located at the house. People
move away, die or rent to other people. The house NEVER moves. Even if the
people do, you can still refer to the house address as a constant.
For instance, let’s say someone has just purchased one of your Customer’s
homes and is having a problem with the furnace. You look it up by address and
find that the Service Tech who was out their last year has $2000 in
recommendations. You can now sell these repairs to the new homeowner.
If the tickets were filed by name, you never would have known about the repairs
that were quoted before. This can cost thousands of dollars in lost opportunities.
Filing tickets numerically, by address is the professional way to go.
For the remainder of the fourth day, review the

following:
• Practice Delay and Reschedule Calls.

• Practice entering calls on the computer
using the Main Script.
• Practice using the “Reasons to Hold” Script.
• Practice handling multiple phone lines.
8
Day Four Check List

Employee:
On Day Four I have accomplished the following:
 I have learned the Service Ticket filing system.
 I know how to look for “Recommendations” of work to do on tickets.
 I can follow up on Technician Recommendations using a script.
 I have learned and understand the benefits of Planned Service.
 I have learned how to book Planned Service Calls.
 I have learned how to send out Planned Service Cards to customers who have purchased it.
 I have learned how to send out “Thank You” cards with coupon following each service call.
 I have read and practiced the Delay and Reschedule Scripts.
I have read and practiced using the entire Main Script while entering information on the
computer.
 I have read and practiced the “Reasons to put Customer on Hold Script.”
 I have practiced handling multiple phone lines.
8
Five Day
Telephone
Training
System
Day-5
9
Telephone Training-The Exam
Day Five
Here is list of things that are to be accomplished on the fifth day:
 Take Final Exam.
 Review score and practice areas of weakness.
 Explain how to use fax machine, copier & postage machine
 Computer training - book actual calls
 Begin to perform the CSR job.
9
Telephone Training-Day Five
The Final Exam

Before having the employee take the Final Exam, A study period of up to 30
minutes should be given to the Employee so that they can review all the
material at one time.
The Exam Environment

The Exam must be given in a quiet area with no interruptions. Total concentration
is required for the Employee to get the best score possible.
Time
A 60 minute time limit is given to complete the Exam. The Employee should an-
swer all the questions that they can within 60 minutes. If the Employee cannot re-
member an answer, instruct them to answer as many questions as they can.
Scoring the Exam

A manager must score the Exam immediately after the Employee is finished.
Once the Exam has been scored, define where the areas of weakness exist.
Exam Review
If there are no areas of weakness, then proceed to let the employee begin the day
of work as normal. If there are certain areas that the Employee does not under-
stand, review these areas with them and then let them take that area of the Exam
over again.
One Final Note:

If an Employee eventually cannot grasp the concepts that you are working
with, then the employment of that person must be reconsidered.
The purpose of this training is to create excellent Employees and also to find
out if Employees do not fit in your system. It is in everybody’s best interest to
know if an employee will not be able to perform their job within five days in-
stead of five weeks or months.
9
Final Exam - Customer Service Representative
Company Policies
1. Circle the items that are allowed in the Telephone Answering Room.
Scripts Phone Headsets Radio

Pens Tape Recorder Message Notes
Family Photos Follow Up Forms Job Description Contract
2. Personal calls can be taken at what time?
3. Where must personal calls be taken?
4. Content of personal calls are to remain .
5. What should be done if a personal call comes in on lines used by customers?
6. A personal call may be taken without the approval of a manager.
(circle one) TRUE or FALSE
7. Telephone calls may be recorded for the purpose of punishing
employees. (circle one) TRUEor FALSE
8. How often should tape recordings be reviewed?
9. A mirror is used at the CSR desk for what reason?
10. What button may be used on the headset if a customer is on the line and
a manager is trying to speak to the CSR?
9
Final Exam - Customer Service Representative
Using a Script
11. Give three reason’s to use a script.
12. Once a script is memorized, it is okay to file it in a drawer and review

when needed.
13. A script should be looked at how often when taking calls?
14. Write out the GREETING to the Main Customer Service Script for mornings.
15. What is the question the CSR is to ask after “How much...?”
16. What is the question asked by the CSR after the Diagnostic Price has been
given.
17. What Script should be used if the customer just wants a price and resists
booking the call?
18. Why do we ask, “Have you seen our ads on TV?
19. “How did you get our phone number?” is the correct way of finding how
the Customer got our number.
20. Explain what we should do if the customer wants a service call during a
time that we are already booked up.
9
Using a Script
21. Write out an example of closing a call with appreciation.
22. If a customer complains about a Technician during a Customer Quality

Follow Up Call, what should be done?
23. When should a Customer Quality Follow Up call be done?
24. What is done with the Customer Quality Follow Up Form after it is finished?
25. When should a delay call be done?
26. When putting Customers on hold, you must always have a .
27. What must be said before transferring callers to another extension?
28. Describe the tone of voice that should be used at the Greeting.
29. If the Dispatcher wants to change the date of a service call, what Script
should be used?
30. Describe what to do when three lines ring at the same time.
LINE 1:
LINE 2:
LINE 3:
9
The Service Ticket Filing System
31. How do you know when to begin filing away Service Tickets?
32. The first step in filing Service Tickets is to put them in A to Z

order. (circle one) TRUE or FALSE
33. After finding Recommendations that have been made by the Technician,
what Script should be followed?
34. After calling Customers to follow up on recommendations, I will find that

only as many as 5% of the calls I make will book the work recommended.
35. While taking the order on the phone and following the script at the same
time, the information should be entered on the computer...
 after the call once you have received all the information.
 during the call while the customer is on the line.
 during the call while putting the customer on hold after each question.
36. Who benefits from Planned Service?
37. Two things must be done after finding that the Tech has sold Planned
Service to a Customer, 1. Book the Planned Service maintenance call and ...
2.
38. How much is the coupon worth to the Customer on the “Thank You” card?
39. How often do we send “Thank You” cards?
40. Service Tickets are filed in what order?
9
Telephone Training-The Answers
Final Exam - Answer Key

1. Script, Pens, Phone Headsets, Phone Handsets, Follow up
Forms, Message Notes, Job Description Contract.
2. At “Break” time assigned by a manager.
3. Away from the desk in a Break Room or Private Office.
4. Private.
5. Take a message and then call the party back during a Break time.
6. False
7. False
8. One a week.
9. So the CSR can see the expression on their face while talking to
Customer’s and to remind the CSR to “Smile.”
10. Mute
11. 1. Saves Time
2. Sends the message that the management intended to send
3. Each Customer receives the same information.
12. False
13. At all times.
14. Good (Morning/Afternoon), (Your Company ).
This is (Your Name) speaking, How may I help you?
15. In what area are you located?
16. May I have your address, please?
9

17. The Alternate Script or Reasons to Use Your Company Script.
18. This enhances the Company image as a major company.
19. False
20. Book the call for the time frame that the Customer wants.
21. Oh and Mr. or Mrs. , I really appreciate you for calling
(Your Company), It’s customers like you that make it possible for us to do
business. Thank you.
22. Bring the Follow Up Form to a Manager immediately.
23. After the Dispatcher has sent the completed invoices to the CSR.
24. Put them in the Quality Follow Up Tray.
25. As the Dispatcher tells the CSR to do so.
26. Reason
27. Thank you for calling (Your Company), have a nice day.
28. Smiling, Uplifting, Happy
29. The Reschedule Call Script
30. Line 1: Use the Greeting, have a reason to put on
hold. Line 2: Use the Greeting, have a reason to put
on hold.
Line 3: Use the Greeting, ask for a number to call back in 5 minutes.
31. After Recommendations, Planned Service and Thank You Cards
have been completed.
32. False
9
Telephone Training-The Answers

33. The Ask if Work is to be Done Script.
34. True
35. During the call, while the Customer is on the line.
36. The Customer, The Technicians and The Company.
37. Send a Welcome to Planned Service Card.
38. $5.00
39. After every call, before the ticket is filed away.
40. By address
9
Big Time Vendor List
Computer Software for Service Businesses
Bottom Line Software
Tulsa, Oklahoma
Toll Free 1-888-279-4211
Two Ear Headsets

Office Plus
Waukegan, Illinois
847-662-5393
Voice Mail System

Lucent Technologies
Chicago, IL
Toll Free 800-247-7000
Tape Recording
Equipment Radio Shack
Locally Supplied
1
100
Scripts
&
Forms
101
Script For Tune Up Calls
(R) It's a great day at (Your Company), this is ( YOUR NAME ) speaking. How may I help you?
(C) How much do you charge for a tune up? OR I'd like to schedule a tune up.
(R) Are you a Planned Service
Customer? ( C ) Yes I am.
(R) GREAT! I can have a Technician in you area on (NEXT AVAILABLE DAY).
Our 12 point tune up is on sale right now for only $89.00.
The technician will go over your system and get your equipment ready for the season.

(It is most important to ask for the address after using the script or after answering objections.)
(R) We also have a special on cleaning and draining your water heater for only $29.00. Normally our water
heater tune up is $49.00 so you save $20.00 with this special. Should I go ahead and set that up for you?
CUSTOMER SAYS "NO"
(C) No I am not. Could you tell me more about your Planned Service Program?
(R) I sure can! The Planned Service program includes the following benefits.
1. You get a yearly maintenance call, pre-scheduled for your furnace and air conditioning unit.
2. All diagnostic fees are free for any regular hours service call.
3. You get our Value Rate Pricing for any repairs or service you may need. (A 30% SAVINGS
ON LABOR)
4. You get the same Technician assigned to your account for any service you may need.
CUSTOMER SAYS "YES"

( C ) WHAT IS INCLUDED WITH THE TUNE UP?
( R ) Our tune up includes a thorough diagnosis of your system along with a 6 month guarantee that if any
thing should go wrong with your system within 6 months of having your unit tuned up that we did
not quote on the original call, we will happily apply the tune up cost toward the extra repairs. Some
of the things he does are: MAY I HAVE YOUR ADDRESS PLEASE?
HEATING COOLING PLUMBING

1. Check & Adjust Thermostat 1. Check & Adjust Thermostat 1. Clean & Flush Water Heater
2. Check Filter & Blower Wheel 2. Check Filter & Blower Wheel 2. Clean Water Heater Burners
3. Check & Clean Main Burner 3. Evaluate & Test Air Duct System 3. Check Dip Tube For Deterioration
4. Check & Clean Heat Exchanger 4. Check & Test Wiring on A/C Unit 4. Check Water Heater Relief Valve
5. Check & Clean Flame Sensor 5. Test & Clean 24 Volt Contactor 5. Check & Test Sump Pumps
6. Test & Adjust Main Gas Pressure 6. Test & Evaluate Condenser Coil 6. Check Emergency Water Shut Offs
7. Check & Adjust Temperature Rise 7. Check Temperature Of Air 7. Check All Emergency Gas Shut Offs
8. Evaluate & Test Air Duct System 8. Evaluate & Test Refrigerant Charge 8. Check Home Piping Compatibility
( C ) WHAT IF HE FINDS A PROBLEM WITH THE UNIT?

( R ) If there are any repairs needed, the technician will quote you a firm price for the repair before
he begins any work. If you like the price, he can do the work while he is there.
102
Script For Repair Calls
( R )It's a great day at (Your Company), this is ( YOUR NAME ) speaking. How may I
help you?
( C )How much do you charge to repair a? OR I'd like to schedule a service call.
( R )Are you a Planned Service Customer?
( C )Yes I am.
( R ) GREAT! I can have a Technician in you area today. Why don't we have him stop by and see wha
CUSTOMER SAYS "NO"
(C) No I am not.
( R ) Would you like to know about our Planned Service Program? (If the response is “no” move on)
Our service charge is only $69.00. Our Technician will look over your system, find the
problem, and then quote you a firm price for the job before he begins the work. If you
want the work done to be done, we can then apply the $69.00 towards your
bill.
OBJECTIONS
(C) Can you be out here within the hour?

(R) We do offer a 60 minute service for only $89. The charge is extra and is not applied toward your bill.
(C) Do I have to pay the $69 service charge? OR $69 is too much money.
(R) For $69 we dispatch a Technician to your home in our fully stocked truck to spend the time
necessary to go over your entire system. Plus, the @69.00 can be applied toward your bill.
(C) My husband looked at the problem and we know it's the (name of repair/part).
(R) Even though you found the problem, there are sometimes things that cause these problems to exist.
That's why our Technicians always do a full system diagnosis. We want to fix the problem so that you
never have to worry about it in the future.
(C) Can I talk to a Technician before you come out?

(R) I'm sorry, but all of our Technicians are on service calls right now, but you can ask him any
questions you like once he arrives at your home.
MAY I HAVE YOUR ADDRESS PLEA10S3E?
ScriptFor
Script For Free
Free Estimates
Estimates
( R ) It's a great day at (Your Company), this is ( Your Name) speaking. How may I help you?
( C )I'd like to get a free estimate on (type of equipment).
( R )What are do you live in?
( C )I live in.
( R ) GREAT! I can have a Technician in you area today. Why don't we have him stop by and giveyou
a price. Our estimates on new equipment are FREE! If you like the price, the Techniciancan schedule a date for the inst

(C ) What kind of equipment do you sell?

(R)
That is an excellent question. May I ask you why you asked that question?
( C )Well I really like (or don't) like (X Brand) equipment.
that and I will be sure to let the Technician know that information so he can be prepared for you when he comes out to y
(C) If I want the unit installed, how soon can it be done?
(R) How soon would you like it?

(C) Can I just get a price before someone comes out? Just a ballpark figure?
( R ) Most of our customers prefer an accurate price based on seeing the situation. Most phone quotes are
inaccurate and change after the Technician sees the job. It's not fair to you, the customer, if we quote
low on the phone and then charge high when we get there. If you would allow us to, we would like the
opportunity to come by and see what it would take to get the job done. The estimate is free.
( C ) If you can't give me a price over the phone, just cancel the estimate!
(R) Ok, let me ask you a few questions? What model number are you interested in? What size diameter of
piping do we need? What is the square footage of your home? How many sheets of sheet metal will we
need? What type of electrical panel do you have? Can you see how the price can change based on the
smallest thing? Prices can run from $1000 to $5000 based on any number of factors. If you would
allow us to, we would like the opportunity to come and see what it would take to get the job done. The
estimate is free. MAY I HAVE YOUR ADDRESS PLEASE?
104
Gathering Information
A. WHAT IS YOUR ADDRESS PLEASE?
B. MAY I ASK YOU TO SPELL YOUR LAST NAME? AND YOUR FIRST? (Saves
time and is more accurate. Have customer spell letter by letter.)
C. IS THERE A SPOUSE OR A ROOMATE AT THIS ADDRESS? (Establishes if they
are married. Never ask if they are married!)
D. WHAT IS YOUR PHONE NUMBER WITH AREA CODE FIRST? IS THERE A
WORK OR CELL PHONE NUMBER YOU WOULD LIKE US TO HAVE FOR
OUR FILES?
E. COULD YOU PLEASE VERIFY YOUR ADDRESS FOR ME? (Repeat their address
back to the customer, or have them repeat it to you.)
F. WILL YOU BE USING A CHECK OR PAYING BY CREDIT CARD TODAY? Or
WILL YOU BE USING YOUR (CHECK-VISA-MC) AGAIN? (For current
customers- also see OTHER QUESTIONS F1)
G. WHEN YOU CALLED, DID YOU GET OUR PHONE NUMBER FROM THE
YELLOW PAGES? (Please note the correct marketing code in the Source of
Reference area)
H. WHEN WOULD YOU LIKE US TO BE THER? IS ALRIGHT WITH YOU?
(Suggest two days such as Tuesday or Wednesday and a time frame)
I. COULD YOU PLEASE GIVE ME THE NEAREST MAJOR INTERSECTION TO
YOUR HOME? (Enter this information if the Directions screen - F6)
J. WHAT IS THE NAME OF YOUR SUBDIVISION YOUR HOME IS LOCATED IN?
(Enter this information if the Directions screen - F6)
K. COULD YOU PLEASE TELL ME THE AGE OF YOUR UNIT? (Enter this info in
the Job Description area of your screen on the 3rd line.)
L. VERIFY THE CORRECT INFORMATION.
M.ALRIGHT, MR./MRS. I HAVE YOU ON THE SCHEDULE FOR (DAY, DATE,
& TIME) TO PERFORM/SERVICE YOUR . I HAVE YOUR ADDRESS AS
(REPEAT BACK ADDRESS) AND YOUR PHONE NUMBER AS (REPEAT BACK
THE PHONE NUMBER). OUR DISPATCHER WILL CALL YOU WHEN THE
TECHNICIAN IS ON HIS WAY.
N. CLOSE WITH AN APPRECIATION STATEMENT USING THE CUSTOMERS
NAME.
O. MR. SMITH, ARE YOU STILL THERE. THANKS FOR CALLING (Your
Company). WE REALLY APPRECIATE YOUR BUSINESS.
105
Gathering Information cont'd
OTHER QUESTIONS F1
IF THE CUSTOMER WANTS YOU TO BILL THEM.

(R) WE DO OFFER INSTANT CREDIT USING VISA, MC, AMEX, OR
DISCOVER.
IF THE CUSTOMER WANTS THE LANDLORD TO PAY THE BILL.

(R) MOST OF OUR CUSTOMERS PAY US DIRECTLY AND THEN TAKE THE
REPAIR OFF THEIR RENT.
IF THE CUSTOMER STILL INSISTS ON BEING BILLED.

(R) I'M SORRY, BUT I AM NOT AUTHORIZED TO EXTEND CREDIT. PLEASE
HOLD WHILE I CHECK WITH OUR CREDIT MANAGER. Place them on
hold for 30 seconds and then offer 10 day billing to the customer.
TO OFFER 10 DAY BILLING.

(R) I HAVE BEEN AUTHORIZED TO GIVE YOU 10 DAY BILLING, IF YOU'LL
GIVE ME A CREDIT CARD, WE CAN GO AHEAD AND DO THE WORK.
I'LL HOLD YOUR CARD ON FILE FOR 10 DAYS, AND IF YOU SEND ME A
CHECK IN WITHIN 10 DAYS WE WON'T RUN THE CARD THROUGH.
CODES
1 $69 HEAT
2 $69 COOL
3 $69 HEAT & COOL
4 $69 PLUMB
5 $69 HEAT TUNE UP
6 $69 COOL TUNE UP
7 $138 HEAT & COOK TUNE UP
8 $159 HEAT, COOL, & PLUMB TUNE UP
9 $69 NO HEAT
10 $69 NO COOL
11 $69 NO PLUMB
12 HEAT EST
106
The Alternate Scripts
Alternate Script #1
Customer: I don’t want to book a call without getting a price to repair the unit first.
Our Company : To be fair, the technician has to see the job first. Many things go into the
price of a repair such as what parts are needed, how much labor is going to be involved
and so forth. Why don’t you let our Technician stop over and take a look. It’s only $59
and you can apply the $59 toward the repair.
Alternate Script #2
Customer: I’m just shopping around for a price, before I have someone come over.
Our Company : Most of our customers prefer an accurate price based on seeing the
situation. Most phone quotes are inaccurate and change after the Technician sees the
job. It’s not fair to you the customer, if we were to quote low on the phone and then
charge high when we get there. If you would allow us to, we would like the opportunity
to come by and see what it would take to get the job done.
Notice, both scripts use, “May I have your address please?” in the closing.....
If after using the alternate scripts, the customer is still hesitant to use your company, then try to use th
107
The Delay Call Script
(R)Mr./Mrs. (), this is (Your Name) at (Your Company). .
1ST Delay Call
I'm calling to let you know we haven't forgotten about you. Our service technician is taking a little l
2nd Delay Call
Your service technician is still on that call. He's finishing some extra work the customer requested. I
3rd Delay Call
I've just talked to your service technician and it shouldn't be much longer now. Just as soon as he's on
It is important to follow the procedure on the following page after you have made the Delay call. Reme
108
Reschedule The Call Script
(R) Mr./Ms. ( ), this is (Your Name) at (Your Company).
Calls taken today trying to meet the customers time frame
I'm calling to let you know that there’s been a mistake made with the schedule.
The time slot I’ve booked for your service call was already filled. I’d like to apologize for
that mistake. Could we do your call at ( ) instead of ( ?)
Calls booked on a previous day that are non-emergency
I'm calling to let you know that there’s been an extreme amount of emergency
service calls that have come in today due to the (hot or cold) weather.
It would really be of great help if you would allow me to schedule your (NON-
EMERGENCY TYPE) call for the next day that is convenient for you. What day would
be good for you?
If the Customer wants to cancel

Some Customers may want to cancel at this time.
Try not to let that happen. Here are some things to try if this occurs:
• Give $10 off the diagnostic charge or tune up price for the inconvenience of having to resc
• Waive the diagnostic charge on this call only. The company doesn’t make money on this any
• If the call is a major installation, give the Customer a reason to hold while you talk to a manager.
Try to save every call...
109
Reasons to Hold Script
Would you mind holding while I:
Go to my desk?
Go to the computer?
Check the schedule?
Check with the Dispatcher?
Check with Accounting?
Find out for you?
Get my notes?
Check with the Credit Department?
Look to see if there is a Technician around?
Get that information?
Let me get your phone number and:
1. Call you back in 5 minutes.

2. Have the Supervisor call you back.
Handling Multiple
Calls
If the Customer’s are put on hold correctly, this will enable you, the
CSR to answer and handle multiple lines with no problem. Let’s say
three lines ring at the same time. One CSR can probably handle two
customer calls at a time with little effort. However, if three calls come
in, you should take the name & number of the third customer call and let
them know you will call them back in 5 minutes.
110
Recurring Questions Script
CUSTOMER CALLS FOR A TECHNICIAN

CUSTOMER: I need to speak with a Technician before Booking the call.
CSR : I’m sorry, all of the Technicians are on service calls right now but you can speak
to Tech when he arrives at your home.
CUSTOMER CALLS FOR AN OWNER
CUSTOMER: I need to speak with the Owner in regards to a call I just had done.
CSR : The owner has put me in charge of Customer service. If you’d allow me, I would
love the opportunity to resolve the concerns that you have. First let me get some
information from you.
What is your name? (Use a Customer Concern Form)
When was the call done? (Find the invoice number and
ticket) Why don’t you tell me a little bit about the situation?
Tell the Customer you will talk to the Owner about the situation and give them a call
back (Give a specific time to return the call).
Ask the manager for a resolution within the time frame given to the Customer.
ALWAYS CALL THE CUSTOMER AT THE TIME PROMISED! Even if you do not
have a resolution. Call the Customer at the time promised and tell them you are working
on the problem. Make another appointment to return their call with a resolution.
SHOP LOCATION CALLS

CUSTOMER: Where are you located?
CSR : We have trucks everywhere. Where are you located?
JOB APPLICANT WHEN NO AD IS RUNNING
APPLICANT: (Not a response to a Job Ad) Are you hiring?
CSR : We’re always looking for good people. Let me take your name and Number an
d I’ll have amanager call you back today.
JOB APPLICANT WHEN AN AD IS RUNNING
APPLICANT: (Response to a Job Ad) Are you hiring?
CSR : Great, I’m happy your calling. We have been just overwhelmed with the response
to the ad. To more effectively interview you, we have set up some phone interview
times. I have these times available. Which one is best for you?
After finding out what time is good for the applicant, enter their complete information
in the Customer Screen of the Bottom Line Program and schedule them for their phone
interview on the Job Interview form. Give all Job Interview Forms to the manager.
111
Job Applicants Calling About the Status of the Application
Check with Manager as to the status of the job applicant.
#1 Status: IF WE HAVE FILLED THE POSITION:
I am calling to let you know that we have filled the position you were applying for.
Your application will be kept on file and we will call you if we are interested.
Thank you for applying with (Your Company).
#2 Status: IF WE ARE STILL CONSIDERING THE APPLICATIONS:
I am calling to let you know that we are still considering the application for the position
you were applying for. If we are interested in hiring you, we will be in touch.
Thank you for applying with (Your Company).
112
The Ask if Work is to be Done Script
This script is to be used after reviewing service tickets that have come in from the field, but before filing
tickets away, for work that was recommended but declined by the customer.
CSR : (Mr. or Ms. )? Hello this is (Your Name)

from (Your Company). How are you today?
CUSTOMER: Fine.
CSR : I’m just calling to follow up on the service that was done by (TECH’S NAME)
on (DAY and DATE).
CUSTOMER: Alright.
CSR : I was just about to file away the ticket when I noticed that (TECH’S NAME)
recommended that you should have the (NAME OF THE REPAIR)
repaired/replaced.
CUSTOMER: Oh yeah, I remember.
CSR : Would you like me to set up a time for you to have the work done?
CUSTOMER SAYS YES
CUSTOMER: Yes, I would like to go ahead with the work.
CSR : Great, I can go ahead and get that set up for you right now. What day would be
good for us to return?
Then follow the MAIN CUSTOMER SCRIPT for booking a call.

CUSTOMER SAYS NO
CUSTOMER: No, I do not want to go ahead with the work at this time.
CSR : Ok, Mr./Mrs. (USE THEIR NAME). We appreciate your time and thank you
for using (Your Company).
Always use a CUSTOMER APPRECIATION STATEMENT when ending your call.
113
Your Company Logo
Thank You
For Referringto our company. We
will make every effort to perform our services with the same excellence that you are accustomed to. We are proud th
VALUABLE COUPON #
$10.00 OFF
Any product or service at (Your Company)
Your
Compan
y Logo
123 Main Street
Anywhere, USA 5555
555-555-5555
Save This Valuable Coupon Good For Any product Or Service!
114
A Note Of Thanks
$15.00
I would like to thank you for inviting me into your home so that I could be of help in making your home m
O F F
If there is any way I can be of assistance to you in the future, ask for me personally.
It is customers likeOnly
you thatone
make
c my success
oupo n perpossible.
call
Your Ultimate Technician
555-555-5555
Your Company Logo
Your
Compan
y Logo
123 Main Street
Anywhere, USA 5555
555-555-5555
Save this valuable coupon for your next service call!
115
Your Company Logo
Welcome to the (Your Company) Planned Service Program. The date we have scheduled your Planned Service Main
YOUR PLANNED SERVICE MAINTENANCE CALL IS SCHEDULED FOR
Your
Compan
y Logo
123 Main Street
Anywhere, USA 5555
555-555-5555
Save This Card

To Remind You Of Your Next Planned Service Maintenance call.
116
Your
Company
Logo
Automatic Maintenance
So You Never Forget.
HEATING COOLING
Planned service is included with your system for years.

This extends your warranty for years with no out of pocket ex-
pense. After that, the cost for planned service will be $139 per
heating & air conditioning system or $79 for heating or cooling only.
This will extend full coverage through the term of your warrantee.
PLANNED SERVICE INCLUDES:

1. PRE-SCHEDULED MAINTENANCE CALLS From year to year.
2. FREE DIAGNOSTIC CHARGES - On any repairs.
3. EXTENDS WARRANTY - Each year on new equipment.
4. DISCOUNTED, PRIORITY After hours emergency service.
5. LOWEST PRICE For tune up locked in for one year.
117
Resolving Customer Concerns
STEP 1 - Put the customer on hold (If necessary) and compose
yourself. Then always follow the 6 step process outlined.
The 6 Step Customer Resolution Process

1. Listen to the Customer's complete problem. DO NOT TALK.
DO NOT MAKE EXCUSES. (Even if they are legitimate) DO NOT TALK.
2. Repeat the problem back to the Customer to show you understand the
problem.
Examples: "So you feel you were charged too much for the work we did." "So
you feel that the work was not done correctly."
"So you feel we don't respect your time."
"So you feel the Technician didn't have enough experience."
3. Apologize for the problem occurring. Let the Customer know that we are not
happy with the way they were serviced as well. USE THEIR NAME.
Examples: "Mrs. Smith, I am truly sorry that you received this kind of service from
our Company. This is not the way we want things to be done."
4. Let the Customer know that you intend to fully resolve this problem now.
Make an appointment to call the Customer with your progress of the resolution. Try to
make this appointment within 4 hours if possible.
5. Note problem (Check WORKMANSHIP - PRICE - SCHEDULING complaint) on

a CUSTOMER CONCERNS FOLLOW UP FORM & on the CUSTOMER CON-
CERNS BOARD located on the wall in the CSR room. Use a RED MARKER
on concern board.
Write down the date you took the call, invoice number and the time that you told the
Customer you would call them back with your progress on the CUSTOMER
CONCERNS FOLLOW UP FORM.
6. Forward CUSTOMER CONCERNS FOLLOW UP FORM and a COPY OF

SERVICE TICKET, if available, to the OPERATIONS MANAGER TRAY located
in CSR room.
STEP 2 - Make a copy of the CUSTOMER CONCERNS FOLLOW UP

FORM to remind you of the time you promised the Customer
a call back.
1
STEP 3 - Call Dispatch & have Operations Manager paged. Alert them
to the fact that there is a concern and the time-frame.
Operations Manager is to be paged stating, "CUSTOMER CONCERN IN TRAY." Also

include the time-frame that Customer was told the problem would be handled within. If the
Manager cannot meet the timeframe that you have promised, call the Customer back and let
them know what time and day that the Manager has told you the problem will be handled.
Call as many times as is necessary to let the Customer know of your progress.
STEP 4 - Call the Customer after the problem has been solved to
make sure they are happy with the resolution.
Before the timeframe expires, check with the manager to see that the concern has been
handled. If not, then reschedule it for a new time with the Customer.
If the concern has been handled, find out what was done and if the Customer was happy
with the resolution. Example: “I just wanted to touch base with you about the problem you
were having. Has everything been taken care of to your satisfaction?” If Customer is not
satisfied, start the process over again.
STEP 5 - Once the Customer is satisfied staple FOLLOW UP FORM

to the ticket that the problem was in reference to.
This documents how the complaint was resolved so that we can refer back to the
resolution in the future should the Customer complain the problem was never resolved.
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STEP 6 - After concern is resolved erase invoice number in red and
re-write it in black on the CUSTOMER CONCERNS
BOARD. Post customer happy call and concern results for
techs.
Possible Resolution Outcome Suggestions
WORKMANSHIP CONCERN
1. Send tech back to do call correctly.
2. Send a different tech to do call correctly. (If customer will not let tech back)
3. Send tech back with a manager to do call correctly (Or other tech)
4. Offer a free Planned Service Tune Up credit to be used in the future.
SCHEDULING CONCERN
1. Offer to waive the diagnostic charge if call has not been done yet.
2. Offer $25 per wasted hour that the customer has spent waiting past time-frame.
3. Offer a free Planned Service Tune Up credit to be used in the future.
4. Offer a free upgrade to Value Rate Discount pricing for any repairs.
PRICE–VALUE CONCERN
1. Let customer know that by the end of the conversation, this will be resolved.
2. Let the customer know this means even if it means refunding all the money.
3. Ask what was done and ask them if they know what warrantees are included.
4. Explain what should have been done and explain unknown warrantees.
5. Ask customer what they think would be a fair resolution.
6. Meet them half way if possible. If they want $100 offer $50 and a tune up.
7. If a full refund is given, give it to them in person and talk with them.
8. Also, bring with tech and remove any parts installed if a full refund is given.
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To contact Big Time Inc.
Call 877-764-6304

5 Day Telephone Training System

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Customer Service

In order to use this program one of three things can be done:

1. Purchase the programs at your local computer dealer. The

2. If you are currently using a local printer, they are sure to

3. Your local library or college, Kinko’s Office Supply, or Local

Because laws vary from state to state be sure to have

The Phone System 56

Reasons to Use Telephone Training

Picking up the telephone is avoided for one reason.

Reasons to use Telephone Training

 Training closes more sales calls. (Over 95%)

 With training, everybody knows what is said to the

 Be perceived by the customer and your employees as a professional company.

Reasons to Use Telephone Training cont’d...

Where are You Now?

What Will it Look Like When it’s Done?

Begin with the End in Mind

You will be the ultimate professional.

The Answering Room Environment

 The theme should be pleasant, a light color and well lit.

Desks and Chairs

Chairs must be comfortable. Make sure they are adjustable to accommodate

Phone Lines and Phone System

Voice Mail Systems

Here are things to remember about voice mail:

 No personal calls are allowed on this system.

 A manager must approve the call.

CSR Tools Needed

 The Main Script and Alternative Response Scripts. (Laminated or sheathed)

Hiring, Recruiting and Pay

The Help Wanted Ad

 Hire two or three part timers instead of a full time employee.

 Create an ad that “speaks” to the prospective employee.

The Job Seminar

The Job Seminar

Recording Phone Calls

Why Use a Script?

 Phones are answered the same way every time.

 Technicians know what was said or promised to a customer.

 Customers are given all the information you can, up front.

 It saves time by stopping unnecessary, long-winded conversations.

The first commandment of any Turn Key service business:

REMEMBER THE SCRIPTS AND KEEP THEM IN

Elements of a Good Script

Why you’re saying this:

Customer: How much would it cost to repair my air conditioner?

Why you’re saying this:

Customer: I live in the Oberlin area.

Your Company : Great! We have a technician in your area right now!

Why you’re saying this:

The Gathering of Information

Your company : Is there anybody else authorized to order

Your company : What is your home number with area code?

The Gathering of Information

Your company : When would you like us to be there? Is

The Gathering of Information

The Gathering of Information

IS THERE ANYBODY ELSE AUTHORIZED TO ORDER SERVICE UNDER THIS NAME?

DID YOU GET OUR NUMBER FROM THE YELLOW PAGES?

HAVE YOU SEEN OUR ADS ON TV?

WHEN WOULD YOU LIKE US TO BE THERE? IS LATE THIS AFTERNOON ALRIGHT?

WILL YOU BE PAYING WITH A CHECK OR CREDIT CARD TODAY?

IF CUSTOMER WANTS YOU TO BILL THEM.