Customer Service Skills Needed by HVAC Technicians

Emily Beierle March 11, 2019

The BLS reports that employers sometimes prefer candidates with technical training to those with no secondary education. In addition to having substantial technical expertise, HVAC technicians should also possess good customer service skills. Here are some customer service tips for HVAC techs entering the field.

Learn to Listen

Listening to customers about the specific issues they’re having with their heating and cooling systems helps technicians pinpoint problems more quickly. Being good means knowing which questions to ask and how to ask them. For instance, simply asking a homeowner to describe a certain sound that the system made prior to malfunctioning can provide you valuable information concerning the cause of the breakdown.

Communicate Clearly

HVAC repair and maintenance professionals should be careful not to use overly technical language when talking to customers, because most won’t be familiar with HVAC jargon. It’s essential to have the ability to explain the basics of how heating and cooling systems work in plain language. For instance, you should be able to explain clearly why regular filter changes help keep HVAC systems functioning smoothly without being overly technical.

Remain Focused

Besides knowing which questions to ask customers, it’s also important for you to ask yourself the right questions when you go on a call. Here are some questions:

  • What is the system is supposed to do?
  • What is the system failing to do?
  • Which are the missing or malfunctioning components preventing the system from working properly?
  • What steps need to be taken to solve the problem and get the system up and running again?

Be Patient and Understanding

Those with HVAC certification routinely find themselves in a variety of situations throughout the workday. Entering people’s homes to work on their HVAC systems can expose technicians to circumstances that require considerable patience and understanding. For instance, a hectic household with crying children and harried parents can be a difficult work environment. It’s easy to become impatient when trying to perform complex work in a distracting environment. However, it’s important for HVAC technicians to be handle these situations professionally. This increases the likelihood of getting the job done and keeping the customer happy.

About the Author

Emily Beierle

Emily Beierle-O'Brien is a Program Management Associate at Build It Green and works closely with the Home Upgrade Program to ensure quality and accuracy within the program implementation. She is passionate about green building and sustainable living.

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