Service Initiation Probing Questions

Service Initiation Probing Questions

When a customer calls in to request service, you will need to ask some additional probing questions about the item they are requesting service on in order to make sure the correct item is being selected.

HVAC

There are numerous types of HVAC systems. Customer Service Agents will need to ask probing questions in order to determine what kind of unit is being worked on (Straight Cool, Heat Pump, Split System, Package Unit, etc.).

System Item

Heat Pump vs. Straight Cool

  1. Do you have one system that provides both Heat and Air Conditioning or are they separate systems?
    1. If One System: It is a Heat Pump
    2. If Separate Systems: It is a Straight Cool
If customer advises they have a Swamp Cooler (Evaporative Cooler), select Straight Cool Split System and notate in both the Problem Description and Comments that the item is a Swamp Cooler. 

Separate Heat Source (Furnace, Boiler, Geothermal)

  1. Do you have a Furnace or a Boiler?
    1. Select the appropriate item
  2. If customer advises they have a specific system item, select the appropriate item:
    1. Geothermal
    2. Wall Unit
    3. Water Source
    4. PTAC
    5. Baseboard Heat
    6. Gas Package

System Type

Split System vs. Package Unit

  1. Do you know if you have a Split System or a Package Unit?
    1. Package:
      1. Heat Pump Package
      2. Straight Cool Package
    2. Split System or Customer Unsure
      1. Heat Pump Split System
      2. Straight Cool Split System

Separate Heat Source (Furnace, Boiler, Geothermal)

  1. Is your system Electric, Natural Gas, Liquid Propane, or Oil?
    1. Select the appropriate type

Location

  1. Do you have more than one system?
    1. If only unit:
      1. Select Only Unit
    2. If more than one system:
      1. Ask what area of the home is not heating/cooling.
      2. Select that area (upstairs, downstairs, etc.)
    3. If single level home with more than one system, and unable to select exact location:
      1. Ask if the system services the bedrooms or kitchen/living area.
        1. If bedrooms, select Master Bedroom
        2. If kitchen living area, select Primary Kitchen






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