IAQ Call Flow Script
CSR: Thank you so much for choosing _________________. My name is _________________. How can I make your day amazing?
Customer: I wanted to get some information about [UV light, air scrubber, filters, dehumidifiers etc.)
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CSR: Yes! I can absolutely help you out with this. Who do I have the pleasure of speaking with today?
Customer: My name is Mr. Jones
CSR: Hey Mr. Jones! My name is ____________ and I will be taking care of you today.
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CSR: It’s great you are interested in ____ . Could you tell me a little bit more about what you are looking for and what inspired you to call us today? (listen and respond accordingly)
When was the last time you had an indoor air quality test in your home? (or Have you ever thought about having your home tested for clean air quality?)
As part of today’s visit, your service professional is going to run a free air quality check so we can make sure we get you the best products and services for your home. In preparation to get you exactly what you need, here are a few things to think about:
- Does anyone suffer from allergies or sneezing? Asthma? Any sinus conditions? Coughing or itchy eyes?
- Do you find there is a lot of dust and dirt in the home?
- Do you have any rooms that are too hot or too cold? Super try or too humid or dusty?
- Anyone in the home suffer from fatigue or headaches?
- Do you have any pets in the home?
- During the hottest or coldest times of the year, what would you say is the highest electric or gas bill you have paid?
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CSR: Oh no! That’s frustrating.
OR
I’m glad things are going well in your home!
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CSR: Having clean air in your home is super important and makes a big difference. Our Healthy Home Advisor will be able to take really good care of you today.
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CSR: When were you hoping to get someone out there?
Customer: I would like someone to come_____________
CSR: Great! Let’s get your contact info and we will take a look at the schedule together.
What’s your full name? Address? Phone number? Email?
Who can I thank for referring you to us today?
Alright Mr. Jones, now that I have all your information and looking at the schedule, we can get someone out there between ____ and _________. We will give you a call before we come.
Are you okay to answer our call or respond to our text to verify you are home when we dispatch the technician to you?
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CSR: Just so you know what to expect, our Healthy Home Advisor is going to run some tests in your home. In preparation for his/her visit, could you please make sure all doors and windows are closed at least 1 hour before arrival time? That way his equipment will be able to get the best readings of the chemistry and biology of your home. The EPA has stated that the air inside our homes is 5 times more polluted than it is outside the home, and especially now that we are staying indoors 90% of the time, it is important to our company that you are always safe and comfortable. We’ll take good care of you. For all of those tests and diagnostics today, it is going to be $x. From there, our Healthy Home Advisor will assist you in all things moving forward.
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CSR: Thank you so much Mr. Jones for calling us at ____________________. Once again, my name is _________ and it was my pleasure to serve you today. Please call me back if you have any other questions. Have the best day ever!
Optional: Did you know we also do ___________? (plumbing/HVAC/electrical/generators/water heaters/appliances/maintenance agreements etc etc.) Offer your additional services
