Refrigeration & Air Conditioning Technology, 8e - 14
Section 1 Theory of Heat
assured that the technician is competent and that the work
will be done properly and in a timely manner. Never be critical of a customer, even in a joking manner. People hate to be
criticized. It is very important to be friendly.
Even when angry, most customers are good individuals.
They may have had a bad experience or may be disappointed,
frustrated, and upset. Angry customers may have reviewed
what they want to say and will not feel right until they have
said it to a willing listener. Be sympathetic, listen carefully,
and try to determine why the customer is so upset. Do not
take it personally. Do not reply until the customer is definitely
finished with the complaint, and then try to concentrate on
the solution. Ask the customer what you as the technician
can do to help resolve the problem. If you can resolve the
problem, do it. If you must report it to your supervisor, let
customers know that you will do this right away and will get
back to them immediately if possible. After listening carefully
to the customer and resolving any complaint to the extent
possible, you should be ready to start the troubleshooting
One of the best ways to handle an angry customer is to
try to calm the customer down by taking on the responsibility
yourself. Apologize and assure the customer that the problem
will be fixed as soon as possible. Accept the responsibility and
try to find answers to the customer's questions.
If you are on a service call with a co-worker, never argue
in front of the customer with that co-worker. If you and a
co-worker disagree on a topic, discuss the problem outside
or in private, and then approach the customer together with
a unified front. Arguing in front of a customer with a coworker ruins the customer's confidence, trust, and credibility
in both workers and their company. Even if you and your coworker never come to an agreement, pretend that you have
and tell the customer that you are looking at two possibilities
for solving the problem and want to test both. No matter
how the customer replies or what is said to you, never take
the comments personally and cause a conflict. Always maintain your professionalism. Tell customers that they are valued
and you will do your best to try and resolve the problem. Let
them know that you, your co-worker, and the company value
their business. You may even have to admit in some situations that the company's excellent track record in customer
service may have fallen short this time.
Below is a summary of how to handle conflicts and
Listen to customers and let them finish talking before
The customer must feel that the technician is competent.
Never be critical of a customer, even in a joking manner.
Be sympathetic, listen carefully, and try to determine why
the customer is so upset.
Do not take anything the customer says personally, and
always avoid a conflict.
Ask what you can do to resolve the problem.
Try to calm the customer down by accepting the responsibility yourself, and try to find an answer to the customer's
Never argue with a co-worker in front of a customer.
Always maintain your professionalism.
Let customers know that they are valued and you and
your company value their business.
THE SERVICE CaLL
After arriving and introducing yourself, it is important to
ask as many questions as needed to have a clear understanding of the problem. These questions will help to assure the
customer that you are capable of solving the problem. During the service procedure you may need to talk with the customer to explain what you have found and to indicate the
parts needed and possibly state the approximate costs if they
may be higher than expected. If you must leave the job for
any reason, tell the customer the reason and when you will
return. You may need to go for parts or to another job emergency, but the customer needs to be informed. An informed
customer is less likely to become angry or to complain. Keep
the customer informed of all unusual circumstances. Doublecheck all your work. Clean the work site when finished and
protect the customer's property from damage.
After the service work is completed, tell the customer
what you found wrong, indicate that it has been corrected,
and demonstrate when possible by turning the unit on while
explaining how the problem was corrected. Customers deserve
to know what they are paying for. All discussions should be
in terms the customer will understand. Before leaving, give
billing information to the customer. This should include a
description of the work done and the costs.
Listed next is a summary of how the technician should
handle a service call:
Politely introduce yourself.
Politely ask questions of the customer to make sure you
clearly understand the problem.
Politely explain to the customer the problems found, parts
needed, and the approximate cost of fixing the problem.
If temporarily leaving the job site, inform the customer of
a return time and a reason for leaving.
Inform the customer of any unusual circumstances.
Double-check your work.
Clean the work site when finished.
Protect the customer's property from damage.
Explain to the customer how the problem was corrected.
Before leaving, give billing information to the customer,
including a work description and the costs.
THE TECHNICIaN aS a SaLESPERSoN
A good technician is also a good salesperson. All options to
resolve a problem should be presented in an honest and fair