Inbound Script 6.13.2024.docx

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Be Positive and Be Prepared when answering the phone. 😊 

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USE ZIP CODE MAP TO CHECK SERVICE AREAS (in process of being updated) 

Thank you for calling Blaze this is___ and who am I speaking with today?     

Can I get your zip code to start out?     How may I help you? 

Thank you for calling Coastal Home Services this is___ and who am I speaking with today?     

Can I get your zip code to start out?           How may I help you?  

• If a customer calls from a CHS line but is in the Cape Fear service area:  

• BOOK THE CALL FOR CF and inform the customer:  

• “Great!  You will be serviced by our sister location, Blaze, in our Cape Fear market headquartered in Wilmington. 

• “Great!  We have a sister location that services this area.  We can get a technician sent from Blaze to help you out.” 

Thank you for calling Renfrow this is___ and who am I speaking with today?    

Can I get your zip code to start out?      How may I help you?   

Thank you for calling Horizon, now supported by the Blaze family this is___ and who am I speaking with today?   

Can I get your zip code to start out?       How may I help you?

 

USE ZIP CODE MAP TO CHECK SERVICE AREAS

 

Thank you for calling Blaze this is___ and who am I speaking with today?          How may I help you?

Thank you for calling Coastal Home Services this is___ and who am I speaking with today?          How may I help you?

• If a customer calls from a CHS line but is in the Cape Fear service area:

  • BOOK THE CALL FOR CF and inform the customer:​

    • “Great!  You will be serviced by our sister location, Blaze, in our Cape Fear market headquartered in Wilmington."​

    • “Great!  We have a sister location that services this area.  We can get a technician sent from Blaze to help you out.”

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Listen to the customer and Care

“I’m sorry you are experiencing this today; I am here to help you.”

“You’ve called the right place, I’m here to help you.”

“That sounds frustrating!  You’ve called the right place!”

 

Listen and repeat back customer concern

Ok to understand, you are having an issue with (repeat issue back to the customer)

You are looking to get a maintenance scheduled, right now we are booking for the week of ___ (this changes, confirm with dispatch as needed).

 

Reassure and Ask

Thank you, let me gather (or confirm for existing customers) the rest of your information to get this added into our schedule.

• Are you the HOMEOWNER?

  • Rental property – CREDIT CARD MUST BE ON FILE.  EVEN IF THE HOMEOWNER WILL BE THERE.

• May I please get your first and last name WITH THE SPELLING?

  • Use phonetic alphabet if needed​

• What is the property address? 

• If Condo/Apt - Is there a unit number 

• Is this the best number to reach you? (Home or Cell)

• Can you please spell out your e-mail address? We are a paperless company so all estimates, pictures and receipts will be e-mailed to you. *REQUIRED*

• How many systems do you have?

• What is the age of the system?  Tag Job Accordingly!

• What is the age of the Home?

• What is the age of the Water Heater? (Plumbing calls)

EVEN IF THEY ARE AN EXISTING CUSTOMER –

ALWAYS CONFIRM THE SERVICE ADDRESS, EMAIL ADDRESSES AND PHONE NUMBER!!

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For service on demand calls being booked same day and added into the queue to be worked in: 

Great!  I’ve got your appointment booked and added into our queue for service as quick as possible.  Our dispatch team and our technicians are working as fast as they can to work everyone in.  Someone will call you with a 30 minute heads up to confirm that you are available so a technician can head your way! 

 *This is a good time to recap your conversation with the customer to make sure you haven't missed any important details.

 

If someone wants to schedule an appointment for service in the future, likely due to work constraints, TRAVEL or any other inability to wait for service from the queue – use ACP, note in the job description that the customer has taken off work and add the appropriate “Customer took off work” tag  OR “Traveled for Appt” tag. 

 

Use guidance from the daily update for booking calls.  For ALL level 5 Calls OVERRIDE capacity to get them scheduled sooner.

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 For ALL level 5 Calls OVERRIDE capacity to get them scheduled sooner. 

Cape Fear: Do not use ACP for ANY Level 4 or Level 5 calls. 

If customer does not want same day – please put on the ticket. 

EX: Customer will not be available before xx/xx/xxxx  

All others:  Do not use ACP for ANY Level 5 Calls. 

Book the jobs for SAME DAY and let dispatch know IMMEDIATELY 

If customer does not want same day – please put on the ticket. 

EX: Customer will not be available before xx/xx/xxxx 

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For maintenance appointments scheduled in advance:   

Use ACP – Offer the two preferred time windows.  8-12 (AM) or 12-4 (PM) 

Same rules apply – please tag appropriately if a customer has traveled for this or if they have taken off work for this.  

 

BUILD VALUE

ASK:  Did you have a certain day in mind or are you looking for the soonest available? 

ALL LOCATIONS:  MUST CHECK AVAILABILITY using ACP.

                                Are there any times you are not available?

 

Once you have the appointment date picked – Confirm the date and preferred time window back to the customer

**DOUBLE CHECK WHAT YOU HAVE ENTERED IN SERVICE TITAN**

**Double check that you are in the correct tenant!**

 

Be Valuable and Be Grateful

Blaze // Coastal Home Services // Renfrow // Horizon will be sending you a licensed, certified, and insured technician. They will arrive in a fully stocked truck that enables them to complete most jobs that same day. 

 

HVAC – We do have a $99 dispatch fee to send our technician out.  Once there, they will assess your unit and before doing any work, will provide you with an upfront quote on repairs. The best part is that if you do any work at all, we waive the dispatch fee, and it costs you nothing for us to come out.

 

Plumbing/Electrical – We do have a $99 dispatch fee to send our technician out.  Once our technician is on site, he will assess what needs to be done, and before doing any of the work they will provide you with an upfront quote on the repairs. The best part is that if you do any work at all, we waive the dispatch fee, and it costs you nothing for us to come out.

 

Memberships:

Before I let you go, I just wanted to let you know about our Membership - it is fantastic! You get 2 HVAC maintenances, 1 plumbing maintenance and 1 electrical safety maintenance- each of those are regularly $175 but you get all 4 included in your plan, PLUS you get a discount on any services or repairs today or in the future.  For one HVAC system, this is only $19.95/month or $239.40/year.  How does that sound, can I get you signed up and save on your service for today?      

(Confirm & Get authorization from customer for charges)

**Please note that each additional system is $9.95/mo. ($119.40/annually)**

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Interrupt yourself… make it sound natural 😊

“Oh, by the way” – Cross Schedule

Here is a good time to do an “Oh, by the way, and offer specials from our website or to remind them of other services we provide to get a cross lead booked.

 

“Oh, by the way – did you know that we also offer Heating/Cooling/Plumbing/Electrical? 

 

“Oh, by the way - **See Cross Schedule Scripts**

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**USE THIS TIME TO DISPOSITION YOUR CALL IN FIVE9 AS YOU’RE WRAPPING UP WITH THE CUSTOMER!**

BE GRATEFUL – ALWAYS THANK THE CUSTOMER

 

Thank you for the information, Mr./Ms. ___.  To confirm, we have you on the schedule for DATE, between WINDOW.  Our technician will call 30 to 45 minutes prior to his arrival. Thank you for choosing Blaze or Coastal Home Services.  Have a great day!

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