4 TIPSfor using a

HVACANSWERING

SERVICE

WHY USE ATELEPHONEANSWERINGSERVICE?

As a HVAC contractor, using atelephone answering service is agreat option for you to consider.

Having a live person to answeryour phones when you need them24/7 is never a bad thing.

It's the ultimate in customerservice and gives you a leg up onthe competition.

#1 LOOK FOR AN ANSWERING SERVICETHAT HAS A PROVEN PROCESS

Using a call center that has experience with working withother HVAC companies The best telephone answering services will be able to sharetheir documented proven processIt explains the set-up process, what happens when servicebegins and what to expect day to day. You should also be able to get their advice on what bestpractices others in your industry are using.

#2 MAKE SURE YOURINSTRUCTIONS ARE CLEAR

Make sure your expectations are clear for each type of callyou expect to receive. This will help the call center provide thebest level of customer service to your callers.This is where using a call center that provides HVACanswering services pays dividends. Most will have a template that can be used and then adjustedto your specific needs and instruction. This can make set-up a breeze while ensuring that you’llreceive excellent customer service.

#3 PUT YOURSELF IN THECUSTOMER'S SHOES

Have the phone answered in your company’s name the sameway they are familiar with during hours.Make sure the telephone answering service can automaticallylook up customer information by caller ID match or by name. Gather just the information that you need to handle the call.Customers, especially those without heat or air, are frustratedwhen asked too many questions. Offer a reassuring ending to the call. Make sure the customerunderstands what will happen next puts them at ease.

#4 MAKE SURE YOUR TEAMIS UP TO SPEED

The answering service and your staff need to be in sync. Make sure that your front office staff and technicians knowhow work with the service that you select. They should know how to update on-call schedules and howto check-in to clear service calls. Most services offer onlineoptions for both of these.Create a contact for the HVAC Answering Service that hastheir check-in line. Text it to your service technicians so theywill know who is calling or can easily reach the service.

DOWNLOAD TIPSfor picking the best

HVAC ANSWERING SERVICETo help you find the best call center for your company,we’ve created a handy checklist, How to Select anAnswering Service. This helpful guide shows you howto dig deeper to see which answering services trulymeasure up.

This checklist will help you to: - Make sure you don’t overpay - Identify call centers that understand your needs - Discover any surprises before you sign a contract.

Be prepared and knowledgeable.