Refrigeration & Air Conditioning Technology, 8e - 12

12

Section 1 Theory of Heat

CUSToMER RELaTIoNS
aND TECHNICIaN SofT SKILLS
Customer relations are extremely important to a service business and consequently to a service technician. Without customers there will be no business and no income. The technician is
a major factor in acquiring and keeping customers. This is true
whether work is performed at a residence, an office, a restaurant, or a store, or whether the technician is an inside or outside
salesperson for a distributor or contractor. The HVAC/R business and technician are dependent on the customers. All technicians should be concerned with the quality of their work because
customers have the right to insist on quality. If they have had
a previous unsatisfactory experience, customers may have some
doubt as to whether they will get the quality service for which
they are paying. As professionals, technicians should strive to
provide the best workmanship possible. Quality work will prove
beneficial to the technician, to the company, and to the consumer.
Customers depend on the technician for their comfort and air
quality at home and at the office.

distance from the door. This gives customers comfortable spacing between them and you. Make sure the customer has invited
you in before making a move towards the door. Politely introduce yourself by name and then introduce the company you
work for. Hand the customer your business card and then tell the
customer the reason for your visit. Be friendly and always have
a smile. Make sure you have a pen or pencil to write down any
concerns or complicated issues the customer may have. Politely
answer any questions asked by the customer. Listed below is a
summary of what makes a good first impression:
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fIRST IMPRESSIoNS

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The impression the technician makes on the customer is very
important, and the first impression is the most important. The
first impression begins with the technician arriving on time.
Most customers feel that their time is valuable. If the technician
is going to be delayed, the customer should be called and given
an explanation. An appointment should be scheduled for either
later that day or another time convenient for the customer. The
customer affected by a delay should be given priority in scheduling a makeup appointment. If the service call is an emergency,
all efforts should be made to arrive as soon as possible.
When arriving, do not park in or block the customer's
driveway unless necessary. If carrying equipment or having to
make several trips to the vehicle, ask permission to park in the
driveway. The customer may suggest another location. Ensure
that the service vehicle is kept in a neat, clean, and orderly
manner. This will help to make a good impression and provide
better working conditions for the technician.
Remember the customer's name and use it frequently, preferably with Ms., Mrs., or Mr. Sir or Ma'am may also be used
when appropriate. Always make eye contact with the customer
and avoid talking to the ground or to a clipboard. Always wear
clean clothes. If a company-issued shirt and pants are available,
wear them. A name patch bearing your name and the company's
name and logo also makes a good first impression. Politely ask
the customer how you can help. When meeting a customer, be
prepared to shake hands. In many cases, it may be appropriate to
let the customer initiate the handshake. Your handshake should
be firm and accompanied with a smile. A handshake that is too
limp may give the impression of weakness; one that is too strong
may indicate an overbearing type of person. Not all people like
to shake hands. After ringing the doorbell, always maintain a

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Arrive on time.
Do not park in or block the customer's driveway unless
you have permission.
Keep your service vehicle in a neat, clean, and orderly
manner.
Remember the customer's name.
Be prepared to shake hands.
Always make eye contact with the customer.
Always introduce yourself and your business.
Tell the customer the reason for your visit.
Hand the customer your business card.
Always wear clean clothing.
Wear a name tag and company logo.
Be polite to the customer.
Give the customer a comfortable space once at the door.
Never enter the house until invited.

aPPEaRaNCE
Another major factor in first impressions and maintaining
good customer relations is appearance. It is almost impossible to get a second chance to make a good first impression. As
a serviceman moves from one service call to another throughout the day, dirt and grime may start to accumulate on clothing. For this reason, it is important to always keep a spare
pair of work pants and shirt in the service truck. Work shoes
may need to be wiped clean between service calls to keep
them presentable also. Appearance includes the following:
hair-Brushed or combed, neatly trimmed. Male technicians should be clean-shaven or have a neatly
trimmed beard or mustache. Female technicians with
longer hair may wish to contain it in a ponytail or
pinned back in some fashion.
Clothing-Neat and clean. For most uniforms, ensure
that the shirttail is tucked in. A clean and neat uniform will help to make the appropriate impression. If
you have an ID badge, wear it in plain sight. Make
certain that your clothes are pressed to give that professional appearance.
personal hygiene-Cleanliness is important. Hands should
be washed and clean. A shower before going to bed or
before going to work should be a regular habit. Your
appearance and personal hygiene are major indicators
of your personality and the quality of work you offer.



Refrigeration & Air Conditioning Technology, 8e

Table of Contents for the Digital Edition of Refrigeration & Air Conditioning Technology, 8e

Contents
Refrigeration & Air Conditioning Technology, 8e - Cover1
Refrigeration & Air Conditioning Technology, 8e - Cover2
Refrigeration & Air Conditioning Technology, 8e - i
Refrigeration & Air Conditioning Technology, 8e - ii
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Refrigeration & Air Conditioning Technology, 8e - Contents
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