Articles Tagged with ''Customer Service and HVACR''

Great customer service will keep your customers coming back for more. 

Last month, in part one of this two-part blog, we reviewed why building value starts with your customer service representatives (CSRs), and got into some of the how your CSRs can do so. This month we will continue with the how.

Are customers’ expectations higher today than they were 10 years ago? What about five years ago? What about two years ago? I’m sure you would agree that customers’ expectations have risen exponentially over the past years with the growth of information gathering, smartphones, and savvy consumers.

Let’s talk about true customer service skills. Are you still under the belief that simply having a smile on your face, and being nice to a customer, is all that it takes to keep your customer base satisfied and attract new customers? In today’s world, consumers expect more. Much more.

A recent American Home Comfort study from Decision Analyst reinforces this revelation, reporting that, for the first time in years, homeowners are more trusting of the internet for HVAC information than they are their contractors. In today’s marketplace, customers are opting to educate themselves on HVAC products via the internet prior to a contractor’s arrival. 

At the end of the day, it is imperative that contractors do not lose focus of the fundamentals, which, in the HVAC world, include performing a correct installation while providing superior customer service.

Let’s imagine a call is booked with your company, but the customer calls in to cancel. What happens next? Do your customer service representatives (CSRs) simply say, “OK, thanks”? Every successful company should have a plan for following up on lost opportunities along with missed opportunities.

There are a number of ways in which a virtual receptionist can help you manage your HVAC business. In this article, find out how you can improve customer service, increase revenue, and make your business more efficient.

When it comes to the customer service area of our business, we tend to make a rough guess at performance. You need to stop guessing at your customer service team’s performance and know how they are doing.