The term "happy call" refers to the call made by a team member after the job is completed to check on the customer and initiate the customer service checklist.

Happy calls should be made about two to five days after a visit . This gives the customer the chance to live with the service provided and come up with questions, concerns, and feelings about their visit.

Happy calls are a great way to ensure that we get ahead of an issue before a bad review is placed and keep a gauge on the customer experiences.

Script:

“ Good afternoon CUSTOMER NAME - this is YOUR NAME with BUSINESS.  I wanted to reach out to you about your recent visit with (insert tech or installer here).  Do you have a few moments to answer some questions for me?”

If yes:

“Great ! Let’s get started! “

1. How was your experience with our office crew (CSR’s/Dispatch/Admin, etc)?

2. When my service professional arrived did he /she park on the curb or in your driveway?

3. Did he/she wear shoe covers upon entering your home?

4. Did the service professional address your issue and answer your questions?

5. Were you given options for repair/replacement up front and in writing before making a decision?

6. Did my service professional go over what was performed after and walk you through all the specifications and benefits?

7. Did the service professional leave the area clean after performing the work?

8. Lastly – were you satisfied 100% with the job done?

9. If you were would you give us a 5 Star google review?

If no:

“Ok, thank you – if there is anything we can help with – do not hesitate to reach out.”

 

Thank you, CUSTOMER NAME, for your help and feedback today!

 

**Be sure to pass any feedback you receive to management – good or bad!