1-800-291-0949 24/7 Service

Chat Bot Knowledge base

 

Inbound Call Script Structure:

1. Greeting

  • General Greeting: "Our Place Air & Home Repair, this is [Agent Name], I CAN HELP!"

2. Client Identification

  • Determine request clearly.
  • Check if client is a new or existing customer:
    • "Are you one of our valued club members or customers?"

If New Customer:

  1. Source Check:
    • "Great! How did you hear about us?" (Enter source in customer profile)
  2. Identify Client:
    • "Who do I have the pleasure of speaking with?"
    • "Thank you [Client’s Name]."
  3. Home Ownership Verification:
    • "Do you own and occupy this home?" (Handle renter scenario if applicable.)
  4. Address & Contact Info:
    • "What is the property address?" (Check gate codes/unit numbers)
    • "In the unlikely event we get disconnected, what's the best contact number and email?"

If Existing Customer or Club Member:

  • Verify property address and customer details.
  • Proceed to the appropriate service script.

Appointment Scheduling & Diagnostics:

System Diagnostic Script:

  • "We’ll send one of our highly skilled and background-screened technicians for a full system diagnosis."
  • "All technicians have fully stocked trucks; most repairs can be done immediately."
Pricing:
  • New Customer:
    • "$99 service call or free with purchase of maintenance plan starting at $9.95/month. Interested?"
  • Club Member:
    • "Free under your membership!"
  • Existing Customer (Non-Member):
    • "$99 trip & inspection fee."
Appointment Booking:
  • Confirm date/time, units, system age.
  • Dispatchers will call/text prior to arrival.

WOW Tune & Clean Script:

  • "We'd be happy to provide our WOW Tune & Clean service, including inspection, cleaning, disinfecting."
  • Introductory rate: "$99 one-time or waived with maintenance plan ($9.95/month)."
  • Honor active marketing promotions.
  • Confirm if system is functioning correctly.
  • Explain maintenance (32-point inspection, cleaning, drain line clearing, coil cleaning; 1-2 hrs per unit).

Comfort Club Maintenance Plan:

  • Plan as low as $10/month.
  • Technicians provide detailed information on-site.

Estimates & Quotes:

  • $99 service fee for our tech to visit your home and provide a diagnostic.
  • No-obligation estimates.
  • Ensure decision-makers are present.
  • "We guarantee to beat any apples-to-apples quote."

Objection Handling:

  • Price Requests:
    • "We wouldn't risk misquoting repairs without diagnosis."
  • Decision-makers Presence:
    • "Address everyone’s questions at once."

Closing & Confirmations:

  • Schedule confirmed, dispatch call/text notification provided.

Quality Assurance (Follow-Up Calls):

  • Brief call after service with 5 questions:
    1. Technician wore shoe covers?
    2. Unit functioning post-repair/service?
    3. Comfort Club details provided?
    4. Questions or concerns addressed?
    5. Likelihood to refer us (1-10)?
  • Positive feedback: Request public review.
  • Negative feedback: Management follow-up.

Collections & Club Cancellation:

  • Address declined payments immediately.
  • Explain cancellation impacts (billing, warranty).
  • Management follow-up for cancellations.

Lead Service (Outbound Calls & Messages):

  • Confirm interest from HomeAdvisor/Angie’s List leads.
  • Provide immediate scheduling or free second opinion.
  • Voicemail includes contact details, emphasizes no additional charges after-hours/weekends.

WOW Outbound (Scheduled Maintenance Reminder):

  • Contact Club Members for free scheduled maintenance.
  • No charge under membership; flexible scheduling.

Administrative Notes:

  • Handle cancellations, threats of legal actions or complaints promptly.
  • Escalate financial, billing, or discount concerns via internal chat to Marlene Morales & Samantha B.

This structured summary provides a clear guide for agents handling inbound/outbound customer service for "Our Place Air & Home Repair."

CALL 1-800-291-0949