Toolboxplaybook-back-btn Playbookplaybook-back-btn Chapter 9

CHAPTER 9

Call Center + Field Practices

In too many companies, dispatchers and technicians clash. Getting them to coordinate, or even just coexist, can be as simple as a ridealong or job shadow that creates better understanding. The efficiency that fosters is invaluable.

SECTION 5 OF 7

Required Questions for Job Types

Key information powers efficiency, marketing, profit 

In addition to required information gathered on every call and designated via custom fields in ServiceTitan, there are questions that need to be asked depending on the job type. 

To ensure maximum efficiency, CSRs, technicians, owners, marketers and dispatchers should all be trained to gather all the information they need for each job type. 

Note that within ServiceTitan Phones Pro, many of these questions can be prompted automatically based on the conversation on the line. Users can also pre-populate the questions in the summary section of each job type — under settings/job type.

Below job types are broken into two types — those likely to be booked when a homeowner calls in with a complaint or request and those likely to be booked as a follow up to a sale or as part of a project. While there will always be some overlap, thinking of job types in these categories will create better understanding of what information and questions are likely to be valuable on the job type. 

You can use this information on paper in legacy systems, or automate it with ServiceTitan.

Homeowner complaint/request:  

AC Leaking Water 

  • Where is the water coming from?

  • Is the AC blowing cool air? 

  • Has the homeowner turned the AC off? 

  • If new customer: when was the last AC maintenance?

  • If new customer: what kind of system? 

  • If new customer: how old is the system? 

  • If new customer: are there multiple systems in the home?

Clogged Drain 

  • Which drain is clogged?

  • Are other drains clogged? If so, where are they located? (If multiple drains on bottom floor, likely main line drain, switch job type.)

  • Are you experiencing any other issues?

  • What kind of pipes do you have?

Clogged Toilet

  • Which toilet is clogged?

  • Are other drains clogged? If so, where are they located? (If multiple drains on bottom floor, likely main line drain, switch job type.)

  • Are you experiencing any other issues?

  • What kind of pipes do you have?

Dryer Vent Cleaning 

  • Where is the dryer vent located?

  • When was the last time you had it cleaned?

Equipment Installation

  • How old is your current system? 

  • Who installed it?

  • How has it been performing?

  • What would you like to see improved with a new system?

  • What fuel source will you be using?

Filter Change

  • What size of filter do you need?

  • How often do you change your filter?

  • When was the last time you changed it?

  • What type of filter are you looking for?

Fixture Install 

  • What kind of fixture needs to be installed?

  • Is there any special information that the homeowner thinks the technician should know?

  • Does the location of the fixture install need any special notes? (i.e., high ceilings)

Garbage Disposal

  • Is there a knob on the bottom of the garbage disposal?

  • If so, it may be jammed, have you tried to turn it? 

Generator Install

  • Have you had a generator installed previously? 

  • Are you looking for a generator to power the whole house, or just as a back up solution? 

  • What fuel source will you be using? 

HVAC Estimate

  • Is the system operational?

  • Are you experiencing any issues with your current system?

  • Are there multiple units?

  • What is the age of the system?

  • Have you received any other quotes?

  • What is your timeframe for replacing?

  • Any additional information about your current system that you would like to share?

Inspection

  • What is the purpose of the inspection?

  • Do we need a permit?

  • Do we have access to the unit?

  • When was the last inspection and service?

Leaky Faucet 

  • Which faucet is leaking?

  • What kind of faucet is it?

Main Line

  • Are all drains backing up in the home?

  • If not, which ones are backing up?

  • What kind of pipes are in the home?

No AC

  • Is the AC blowing cool air or no air?

  • Is the thermostat blank?

  • Is your thermostat giving you an error code? 

  • If iced up, has the homeowner turned the AC off? 

  • When was the last time you changed the filter? 

  • If new customer: when was the last AC maintenance?

  • If new customer: what kind of system? 

  • If new customer: how old is the system? 

  • If new customer: are there multiple systems in the home?

No Heat 

  • What kind of heater do you have (natural gas, propane, electric)?

  • Is the furnace making any noise or is it completely off?

  • Is there any air blowing at all?

  • When was the last time you changed the filter? 

  • Is your thermostat blank?

  • Does your thermostat have an error code or a battery symbol on it?

  • If new customer: when was the last furnace maintenance?

  • If new customer: what kind of system? 

  • If new customer: how old is the system? 

  • If new customer: are there multiple systems in the home?

No Hot Water 

  • What kind of water heater do you have (natural gas, propane, electric, tankless)?

  • What size of water heater do you have?

  • Is the water heater experiencing any other issues?

  • Are you interested in a tankless water heater?

  • How old is your water heater? (If not on file)

  • Have you had your water heater serviced recently?

Panel Upgrade

  • Is your current panel functioning properly?

  • Have you had the panel checked recently? 

  • Are you having any issues with circuit breakers?

  • Will you be remodeling anytime soon? 

Pipe Leak 

  • Where is the pipe leak located?

  • Has the water to the home been shut off?

  • Is the homeowner aware of what caused the pipe leak?

  • How long has it been leaking? 

Power Outage 

  • Where is the power out in the home?

  • Is the power out in the entire home or just part of the home?

  • If the whole home, has the homeowner checked for power outages in their neighborhood?

  • Has the homeowner checked the breaker panel? 

Rewire/Wiring Issue 

  • What issue is the homeowner experiencing that indicates that they may have some wiring issues?

  • Are there any exposed wires or safety concerns?

Slab Leak 

  • What prompted the homeowner to report a slab leak? 

  • Did the homeowner receive an excessively high water bill?

Surge Protection 

  • Is the homeowner looking for whole-home surge protection?

  • What prompted the homeowner to call in today?

Thermostat

  • Please describe the issue the homeowner is experiencing with the thermostat.

  • Is the thermostat keeping up with the system? 

  • What is your thermostat reading now? 

  • Is there power to the thermostat?

Water Heater

  • What is the size of your current water heater? 

  • Is it working now? 

  • How old is the water heater? 

  • How many water heaters do you have? 

  • Are you looking for a tankless water heater?

Go to Section 6: Dispatch Notifications