Refrigeration & Air Conditioning Technology, 8e - 13

13

Introduction

First impressions are so important that a service technician
does not want to ruin a relationship with a customer because
of poor appearance. Dirty shoes can be wiped down with a
moist towel or rag if necessary. Some companies require that
their service personnel put on plastic booties that cover their
work boots when they enter the customer's house. Make sure
the uniform you are wearing fits. A uniform that is too tight
or too loose can make the service technician look uncared for.
Long-sleeved shirts should be worn to protect the your arms.
Long pants instead of shorts should also be worn to protect the
legs and give a neat and tidy appearance. Any tattoos should
be covered up by the shirt or pants. Earrings and finger rings
should not be worn to work for safety reasons. Even though
earrings and tattoos are in style for many younger people, they
often give older customers a wrong or negative impression.
Always follow the company's policy pertaining to tattoos and
earrings shown and/or worn on the job. Also, once finished
with your work, make sure the job site is cleaned up.
After arriving at the customer's address take a minute or
two to get organized. You may have a clipboard with material
to organize and review. Think about what you are going to say
and do when meeting the customer. Do not flip a cigarette butt
to the ground outside the truck or on the way to the house
or other location. There should be no smoking while making
a service call. After arriving at the house but before entering,
put on your shoe covers. Do not use the customer's phone for
personal calls, and do not use the customer's bathroom.
Listed next is a summary of major factors for good customer relations as they pertain to the technician's appearance:
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Make sure hair is brushed or combed neatly, mustache or
beards are trimmed, and long hair is contained in a ponytail or pinned up neatly.
Uniforms and other clothing should be neat, clean, and
tucked in.
A spare, clean uniform should be carried in the service
truck.
Always wipe down work shoes with a clean towel or rag.
An identification badge should be worn.
Shower daily and always have clean hands and face.
Make sure your uniform fits. Never wear a too loose or
too tight uniform.
Take off ear and hand rings while at work.
Wear long-sleeved shirts and long pants while working.
Hide any tattoos with shirt or pants if possible.
Clean up a job site once finished.

CoMMUNICaTIoN SKILLS
The technician must be able to describe the service that can be
provided; however, the technician must not monopolize the
conversation. A big part of communicating is listening. Most
people like to be listened to and the more you listen to the
customer about the problems involved with the system, the
easier it will be to diagnose. Courtesy and a show of respect

for the customer should be evident at all times. The training
and high skill level of the technician should also be evident as
a result of the conversation and the ability to answer and ask
questions. Telling people how capable and skilled you are is
often a turnoff. Remember to smile often. Ask pertinent questions and do not interrupt when the customer is answering.
Never say anything to discredit a competing business.
Never make customers feel stupid because they do not
understand a technical topic you are talking about. A  service technician should avoid using too many technical terms
or concepts. Try to communicate to the customer in everyday language that they can understand. Always ask the
customer their account of the problem before starting any
work. Politely ask questions to try to expedite your solving
the problem. If possible, make customers think that they are
part of the solution. Always make sure all of the customer's
questions are answered before starting any work. Clearly and
concisely explain what work will have to be done and why
it has to be done. If the problem has to do with the way
the HVAC/R system is being operated, politely show the customer the proper way the system should be operated. If there
are any choices or options on how to operate the equipment,
explain the advantages and disadvantages of each option and
why each option is important.
In summary, good communication skills consist of
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describing the service that can be provided,
never monopolizing the conversation,
being a good listener,
being courteous and showing respect for the customer,
never bragging about your training or skills,
asking the customer pertinent questions,
never interrupting customers when they are answering
your questions or simply talking,
never making a customer feel stupid about any technical topic,
using everyday language the customer can understand,
asking customers for their account of the problem,
making customers feel that they helped with finding the
solution to the problem,
answering all of the customer's questions before starting
any work,
clearly and concisely explaining what work has to be done
and why it has to be done,
politely showing the customer the proper way to operate
any HVAC/R systems, and
politely explaining any options for system operations and
the advantages or disadvantages of each option.

CoNfLICTS aND aRGUMENTS
Conflicts and arguments with customers should be avoided
at all costs. When you are dealing with an angry customer,
you are dealing with an emotional customer. Listen until the
customer is finished before replying. A complaint may be an
opportunity to solve a problem. The customer should feel



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
Refrigeration & Air Conditioning Technology, 8e - iii
Refrigeration & Air Conditioning Technology, 8e - Contents
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Refrigeration & Air Conditioning Technology, 8e - Cover4
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