Scripts

Inbound Script.pdf

Outbound Script.pdf

Inbound Script

Inbound Scripting – The Below Must be Read on All Calls

Initiate contact by being positive and prepared when answering the phone

“Hello. Thank you for calling Frank Gay Services My name is [your name], who am I speaking with today?”

Pause for the customer to respond.

“Hi [customer name], are you calling for residential or a commercial property?

If Commercial, warm transfer to SE_FrankGayCom_CustomerService in Five9

“What type of home do you live in?” (Apartment/Condo/Family/Other?)

“Are you looking to book a service call or do you need customer service?” See warranty/recall section of the script

If booking service: “What can we help with today?”

If customer service: “How can I assist you today?”

Make an assessment by carefully listening to the customer, gather details, allowing them to provide details

Then recognize and reflect what the THEY shared in your own words, displaying empathy – e.g.

“No AC in this heat is rough, let’s get that taken care of” or “That sounds frustrating, let me help you get this sorted out.”

Clearly restate the customer issue/concern to express an understanding of why they called

“Ok to understand, you are having an issue with [issue/concern].”

NOTE: If at any point you cannot answer the customer’s question regarding service/repair/installation:

“That’s a great question for your technician!”

** This point in the call is a good time to Disposition in Five9.

“Got it, thank you. Let me grab a few details so I can get you taken care of.”

Confirm all applicable info with new & existing customers w/ServiceTitan

Are You the Homeowner or Tenant? **
What is your first & last name, and confirm the spelling?
What is your full address?
Is there a unit number?
Is this the best number to reach you?
What is your email address? (for receipts & invoices)
Will you be present? ** Add card on file if NO
How old is the home?
Gated community? Gate Code?
Where is the Air Handler located? (For AC work)
Do we need a ladder? (For AC work)
How old is your Water Heater? (For PL work)
Where is your Water Heater located? (for PL work)

** See Page 2 absent homeowner/tenant script

“Thank you for confirming all of that. Let me check the schedule and see the soonest we can get a technician out!”

- Suggest the earliest time available before asking or adjusting to the customer’s preferred time -

If booking 6pm-10pm, 8pm-12am, Sunday & major holidays all day, CSR must collect ER fee of $129.00.

Provide expectations by building value

“We will be sending you a licensed, certified, and insured technician. They will arrive in a fully stocked truck that enables them to complete most jobs that same day.”

HVAC Diagnostic Fee

“Once our technician is on site, he will perform a full diagnosis on your unit and before doing any of the work, he will provide you with an upfront quote on the repairs. The diagnostic fee is only $89 The best part is if you do any work at all, we waive the diagnostic fee. Does that sound fair?"

EL & PL Dispatch Fee

“Once our technician is on site, he will assess what needs to be done, and before doing any of the work, they will provide you with an upfront quote that will consist of the diagnostic, parts, and labor. We do have a dispatch fee of only $39. The best part is that if you do any work at all, we waive the fee. Does that sound fair? "

**Rebuttal if the customer asks: What does the EL/PL dispatch fee consist of?**

“The dispatch fee covers sending a technician to your location, along with a basic visual inspection and a safety check.”

Add Value with the….

"OH BY THE WAY... CROSS SCHEDULE PITCH

Electrical:

“Oh! By the way, do you have any electrical switches or sockets in your home that aren’t working?”

or

“Oh! By the way, do you have any loose electrical sockets, breakers that keep tripping, lights that flicker, or fans in your house that aren’t working?”

Plumbing:

“Oh! By the way, do you have clogged drains, leaky faucets, or toilets that ush by themselves? “

or

“Oh! By the way, do you ever run out of hot water or have standing water in the shower?"

After the customer Replies

IF YES: "I'm sorry to hear that [customer’s name]. Luckily, we have an electrician/plumber who will be in your area over the next few days. Since they're already nearby, I can waive the standard diagnostic/dispatch fee, which saves you some money. Would you like me to reserve a time for you?"

IF NO: “Great! I'm glad to hear that. While I have you on the line, I wanted to remind you that Frank Gay Services offers AC, plumbing, and electrical services. If there's anything else in your home that needs attention, or a project you've been wanting to get started, we'd be happy to help. As a courtesy, we can waive the diagnostic/dispatch fee on an additional appointment.

IF CUSTOMER WANTS TO PROCEED WITH SCHEDULING THE CROSS SCHEDULE

“Okay, so it will be the same procedure as your initial service call. Once again, all our technicians are licensed, certified, and insured. They will arrive in a fully stocked truck that enables them to complete most jobs that same day. Once the tech is on site, they will provide you with an upfront quote on the work that needs to be done. As I said, I’m going to waive the diagnostic/dispatch fee so there’s no charge for the tech to come out. They will also give you a courtesy call 30-45 minutes prior to arrival.”

MEMBERSHIP PITCH

“Before I let you go, I wanted to make sure you're aware of our annual membership program. It's a fantastic value and helps homeowners stay ahead of unexpected issues. For only $199 per year, you'll receive two AC preventative maintenance visits, one plumbing inspection, as well as one electrical inspection, plus 10% savings on today's service and all future service repairs. Since each inspection typically costs $129, the membership pays for itself. Would you like me to enroll you today so you can start enjoying those savings right away?

IF YES: "Great! Before we continue, how many outdoor AC units do you have in your home?

Wait for Response

(If ONLY one): Thank you for confirming.

(If more than one): Got it and thank you! So for any additional units it will be $99. We can easily extend full coverage to all units for complete peace of mind, or we can leave it as is. What works best for you? Wait for Response

IF NO: “Okay, well if you change your mind, please feel free to call me back. Again, my name is [your name], and my direct number is [your direct phone number]. I’ll be happy to sign you up and honor the sale price for you. Okay?”

When Selling a Membership - Must be read to sell a membership and receive credit!

“I also need to let you know that the plan will automatically renew in a year for $199 (and the additional units will renew for $99.00.). Lastly, since we are on a recorded line, I will need your verbal authorization to charge the $199 please.”

Process Charge

“Just to confirm, I have your email as _______, is that correct? I will email a receipt for your payment, which will include additional information regarding your membership. You are free to schedule your maintenances whenever you’d like, but I am happy to schedule them in advance for you today. Would you like that?”

IF YES: Schedule the maintenances. Indicate: “You will receive reminders in advance of these dates, please contact us to cancel or reschedule as needed.“

IF NO: Provide the customer the “Concierge Line” phone number 407 502-6225. Proceed to Close the call.

Close The Call

“To confirm, I’ve got you scheduled for [Day/Date] between [Time] and [Time] at [restate the address]. Remember our technician will give you a courtesy call 30-45 minutes prior to arrival. Is there anything else I can assist you with today?”

If multiple bookings, review each one!

Thank the customer with a grateful tone

“Thank you for choosing Frank Gay Services, I hope you have a great day!”

**Quickly disposition in Five9 if you have not already**

ABSENT HOMEOWNER / TENANT SCRIPT

“We will need to capture a credit card on file to secure the appointment and to ensure that $89/$39 diagnostic/dispatch fee is collected at the time of service.”

WARRANTY / RECALL SCRIPT

“I’ll go ahead and schedule a service call so our technician can evaluate the issue you're experiencing. If the technician determines that the issue is covered under warranty, no fees apply. However, if not covered, our standard diagnostic/dispatch fee of $89/$39 will apply. Please note that the warranty determination is made by the technician at the time of service, and we’re unable to make exceptions.”

CES CALL REQUEST

While on a call, ask the customer the following:

1. The customer’s full name and address.

2. What property location is involved?

3. What job are their concerns in reference to?

* Review the account notes for pertinent information,

* Review and job notes or tasks

- Gather a quick understanding of their concern

WARM TRANSFER in Five9: SE_FrankGayRes_CES

PERMITTING CALL REQUEST