Be Positive and Be Prepared when answering the phone. 😊

 

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.”

​

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.

• What is your first and last name?

• What is the property address? 

• If Condo/Apt - Is there a unit number 

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

• What is your e-mail address? This will be used for receipts and invoices. *REQUIRED*

• How many systems do you have?

• What is the age of the system?

• 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!!

​

Let me see how quickly we can have a technician out (GET AVAILABILITY) my first available appointment I have is DATE between (8 and 12) or (12-4).  AM OR PM TAG ON JOB

 

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

Do not use ACP for ANY Level 5 calls.  Book it for SAME DAY and let dispatch know IMMEDIATELY

​