Extreme Weather or Natural Disaster
Extreme Heat/Cold
During heat waves or cold spells, customers who have HVAC issues may be upset or very concerned about how long it will take to fix their HVAC system.
Please ensure you lead with a strong HEART beat and acknowledge their need, then move to how you will work on the solution by creating a service job.
| Relevant Responses |
“<Customer Name>, we need to make sure your house gets cool again. Let me ask you a few questions so we can prepare the technician I’m going to send to take a look. Let’s start with, do you have one system providing heat and air conditioning, or are they separate systems?"
OR
“<Customer Name>, I want to make sure you keep cool this summer, and I will send a technician to take a look. So they are prepared, can you tell me if you have one system providing AC/heat or separate systems?” |
Severe weather or natural disaster
Customers may call in to place a Service Request and mention or advise damages could have been caused by a fire, storm, flooding, or other effects of a natural disaster.
Failures due to weather/natural disasters are not addressed.
Service Requests already in progress that are waiting on parts, initial visits to the customer's home, or installation may be affected. Natural Disasters impacting areas may prevent Service Companies from completing work.
Possible Service Delay Script
If a customer is initiating or following up on a service request and mentions local severe weather or natural disaster, use the following suggested scripting:
|
Possible Service Request
Delay
|
|
“<Customer Name>, We
apologize for any inconvenience due to potential local
road or business closures caused by extreme weather or a natural disaster.
Our service providers and distributors will work to complete your service
job as quickly as possible with safety in mind. We appreciate your patience during this time.”
|
Customers who have Emergency Lodging Supplemental Reimbursement (ELR) can use this benefit to cover lodging expenses if the residence becomes inhabitable due to events beyond their control such as a Hurricane or other natural disaster. Please make sure you check the customer's contract to see if they qualify for this benefit in the event that the customer mentions it. Site Emergency Evacuation
If on an active call and there is a Site Emergency Evacuation, use the following script:
| Possible Service Request Delay |
“<Customer Name>, we are experiencing an extreme weather situation, and for my safety, I must evacuate immediately. Please call back later today, and thanks for your patience." |
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