Every phone call to and from your HVAC company is an opportunity to increase customer satisfaction, book jobs, and generate more revenue.
Using specific HVAC call scripts for different types of calls helps CSRs efficiently capture customer information, understand customer concerns, and provide outstanding service.
In this post, we provide samples of four call scripts that your CSRs and sales team can use for inbound and outbound phone calls. We also explain how pairing call scripts with call booking software like ours, ServiceTitan, further enhances your call center process by optimizing the entire booking procedure so you can improve customer experience and increase sales.
Want to discover how ServiceTitan can help you optimize your HVAC call center? Book a free, personalized demo.
What Is HVAC Call Scripting?
Since 72% of customers who contact customer service use the phone over other communication channels such as email, online chat, and social media, the best call scripts help your CSRs efficiently gather key information, ensure customer satisfaction, and offer additional services.
Standardized call scripts personalized by your HVAC company help your CSRs use the correct words and remember important questions so they can provide all callers with a superior customer experience, no matter which rep answers the phone. Service business call scripts work effectively for inbound calls such as asking a homeowner follow-up questions to book a service call, and outbound calls, such as an HVAC sales script for an expiring membership. Some companies use an HVAC cold call script to expand their customer base.
The best HVAC call scripts allow CSRs to individualize each conversation, so your HVAC business increases leads, books more jobs, and leaves callers satisfied with their interaction with your HVAC business.
HVAC Call Script Categories
HVAC greeting and call script templates perform many functions, so they need to be friendly and to-the-point, but also allow potential customers to ask questions. Your CSRs may need to gather different information depending on the reason for the call or customer questions.
HVAC call scripts categories include:
Inbound Call Scripts
Scheduling appointments
Rescheduling or canceling appointments
Questions regarding pricing or warranties
Outbound Call Scripts
The "happy call" after service
Scheduling recurring services
Renewing expired memberships
Following up on unsold estimates
Following up a direct-mail or email for idle accounts
Leaving voicemails
We share sample scripts of some of the above categories below.
Example HVAC Dispatcher Script for Incoming Calls
Effective HVAC call scripts for incoming calls enable CSRs to gather important information to book jobs and spot upselling opportunities.
While each call script varies depending on the subject (see our three specific HVAC sample scripts below), here’s our example HVAC dispatcher script for incoming calls:
Opening
“Thank you for calling Titan HVAC Services. How can we help you today?”
Gather System Information
“What is the problem or issue?” (Ask specific questions, so you can properly determine the issue.)
“How long have you been experiencing this problem [or issue]?” (This helps you figure out the urgency of the problem.)
“How old is your equipment?” (You may want to consider sending a higher level of technician for an older system.)
“Where is your equipment located?” (Access restrictions may dictate which tech to send.)
“How many units or systems do you have?” (Depending on the type of equipment, multiple units or systems may require additional techs at different levels.)
Gather Client Information
“Who do I have the pleasure of speaking with?” (If you don’t have contact information, ask for first and last name, location address, phone number, email, and primary and additional account contacts)
“Are you the owner of the property?” If not, “Who is the owner?”
“Is this a residential or commercial property?”
“Who is responsible for payment?”
Set Expectations
“[NAME], I just wanted to go over what to expect. While we’re en route, you will receive a notification with a technician bio and a link to track the technician on the way to your home. It’s important to us that we do a quality and thorough job, so our technician will be doing a comprehensive evaluation and will provide you with a detailed report on any HVAC issues or opportunities that may exist in your home. Don’t be afraid to share any issues or concerns with your technician. If you think of any questions or additional things for him to check out, please be sure to let him know.”
Membership Program Pitch
“To ensure you are getting the most from our company, we offer a club program where for just [AMOUNT] per year, we will come out to do a full annual HVAC safety inspection and [mention the services you offer]. You will also save 10% on today’s service. Can I get that membership set up for you?”
Closing
“Thank you, [NAME]. We will see you at [ADDRESS] on [DATE + TIME] to [JOB TYPE].”
While an HVAC dispatcher script helps your employees stay on course to gather needed information, they should also know how to connect with the customer. After all, your HVAC service company aims to build relationships so customers remain satisfied with their experience and recommend your company to their family and friends.
“As business owners, we invest so much money in marketing to get the phone to ring, but if your CSRs are not capturing those calls and seizing those opportunities, you’re wasting your money,” says ServiceTitan Director of Customer and Product Training Angie Snow.
Here’s how ServiceTitan’s call booking software helps the HVAC sales process:
Optimize Your HVAC Call Script with ServiceTitan’s Call Booking Software
ServiceTitan’s call booking software and add-on software, Phones Pro, help CSRs efficiently manage customer calls as soon as the phone rings, including showing them the appropriate call scripts for their situation. Our call booking feature automatically shows the CSR the caller’s phone number and whether they are a new or existing customer. If the caller is an existing customer, all their information (such as personal details, job and technician history) can be accessed without keeping the customer waiting.
Using drop-down menus and prompts that you can customize to suit your chosen HVAC call script, the software guides the CSR through the booking process so that all the necessary information is gathered. Additionally, our Phones Pro software provides live call transcripts to assist your CSRs, enabling them to quickly answer customers’ questions, even if they may not initially know the answer. This also helps the conversation stay on track when a customer asks about the price of a service or product.
With ServiceTitan, you can also store notes with customer records, such as the gate code for their property or that they want to discuss replacing their air conditioning unit at their next follow-up visit. All information and notes are centralized and can be accessed by office staff as well as HVAC contractors via our Mobile App.
Having all the information in one place means that CSRs (and techs) can spot upselling opportunities such as equipment upgrades or service contracts and avoid promoting services the customer has already bought.
Learn more about how to run a successful call center and our telephone answering and script advice in the ServiceTitan Playbook. See our tips on how to improve the customer experience here.
3 Specific Examples of HVAC Scripts for Outgoing Calls
In addition to the dispatcher script example we provided above for incoming phone calls, there are specific HVAC call scripts that will help your CSRs and sales team make outbound calls to customers. These can focus on offering additional home services (e.g. maintenance agreements), or following up on unsold estimates to secure sales and increase customer satisfaction.
Keep in mind that nurturing your existing customers through follow-up calls costs less than finding new customers.
"Nurturing that client relationship, so they do repeat business with you, then refer you to their friends, their clients, their family—that is a much more efficient and effective way to keep customers, rather than continuing to have to spend to get new ones, over and over again,” says Snow, who is also Success Coach with Go Time Success Group and Vice President of Western Heating and Air Conditioning in Utah. “The better you understand what your customer retention rates are, the more you'll profit.”
Here are three examples:
The Happy Call: These are calls to customers who just received an HVAC service from your company, to increase customer satisfaction and look for additional opportunities.
Expired Memberships: These are for customers who have let their memberships lapse or didn’t renew the last time.
Unsold Estimates: Calls to customers who received an estimate for a higher-ticket item or repair from your company, but have yet to make a decision.
The Happy Call Script
Greeting: “Hello (customer), this is (CSR name) calling from (company name).
Thank you: “I’m calling to thank you for allowing our technician (name) to come to your home to (service provided).”
Ensure Satisfaction: “We want to make sure you are happy with our work and make sure your HVAC system is still running to your satisfaction.”
If yes, continue.
If no, find out what can be done to ensure customer satisfaction and take action.
Invoice/Bill: “Did you receive a copy of your invoice?” (Collect payment if outstanding.)
Offer Membership (if not member): “Did our technician explain how you could have saved X% on your repair? I’d be happy to enroll you in our membership program and apply that discount.”
Share Goal, Solicit Feedback: “Our goal is to always provide you with a five-star experience. We are continually striving to improve and would value any feedback that you have for our team.”
If positive, thank them and graciously ask for a review.
If negative, take notes and proper action to resolve all concerns.
End Call, note follow-ups needed.
Expired Memberships Script
Greeting: “Hello (customer), this is (CSR name) calling from (company name).
Thank you: “I’m calling to thank you for your past business and membership. We are grateful for the opportunity we have had to serve you in your (home/business).”
Build Value: “We also want to make sure that your membership benefits do not lapse. As a valued member, we want you to continue to receive X% off your service calls, and {insert one or two additional value statements of your membership here}.”
Extend Invitation: “I’d be happy to help you renew/enroll in our _______ membership plan today. It covers (length of time) and (number of units/type of equipment). We can do that today for only ($X).
If yes, “Wonderful, I can set that up for you now.” Continue…
If no, “Ok, is there a particular reason that you’d rather not extend your membership? Our company is always striving for improvement and very open to feedback.” Gather feedback and address any objections. Try one more time to renew the membership by sharing one to two additional value statements about the membership, the service, or the company. If the answer is still no, skip to the end of the call and note feedback.
Gather/ Verify Information: “Are you still at the (street) address? Do you still have the (number of units/type of equipment) in your (home/business)? Do you have any additional properties or units that need servicing?” Also offer any new products or services that your company offers.
Schedule: (Optional - based on time of last service) “Now that your membership is renewed, we are scheduling service in your area on (share a date range). Are mornings or afternoons better for you?” Find appropriate time and schedule.
End Call: Restate appointment date (if needed) and note additional follow-ups needed.
Unsold Estimates Script
Greeting: “Hello (customer), this is (CSR name) calling from (company name).”
Thank you: “I’m calling to thank you for allowing our (technician or salesperson’s name) to come to your home to (service provided) on (date of service).”
Gather Information: “I see that you are still thinking about moving forward with the (service or install) that we quoted, so I wanted to follow up and see if you have any additional questions we could address.”
If they have questions, and you know the answer, then go ahead and answer. If not, write down the questions and let them know you’ll get the answer and reach back out, or have a tech/salesperson reach out.
If yes - they’d like to move forward, go to step 6 and schedule the appointment.
If not wanting to move forward yet, ask for additional information about when they might be making a decision.
If no - they do not want this service/install, then move to step 4.
Share Goal, Solicit Feedback: “All right, thank you. Our goal is to always provide you with a five-star experience. We are continually striving to improve and would value any feedback that you have for our team.” Take notes and proper action to resolve all concerns.
Offer Additional Assistance: “Is there anything else we can assist you with today?” If there is a service we can provide, go to step 6, if not go to step 7.
Schedule: “Our first available appointment is (date and time).” If that time doesn't work for the customer, continue to find an appropriate date and time for the job type.
End Call: (If needed, restate appointment date and time.) Note any additional follow-ups needed. Thank the customer for their time.
These are just a few examples. Find more HVAC call scripts in the ServiceTitan Playbook, including:
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Refine Call Scripts by Recording Phone Calls
An important way to review and refine your HVAC call scripts and improve CSR performance is to record all customer phone calls. ServiceTitan's Call Booking Software automatically records every call to provide your HVAC company with a complete record of how your CSRs are handling each call. Review recorded calls with your CSRs, and use great sales calls as a training tool so they can learn how to improve.
“Give them coaching, and don’t just focus on the negatives,” Snow says in a ServiceTitan Toolbox for the Trades podcast. “Make sure you tell them what they’re doing right, too.”
At The Happy Outlet in Nevada, CSRs meet weekly to review their numbers and booking rates and listen to two recorded calls to determine how they could have better managed the calls.
"The recorded calls are so beneficial to everybody in the office, especially customer service," says Rebecca Tenorio, dispatcher and CSR at The Happy Outlet. "If somebody isn't happy—which rarely happens—we're able to go back and listen to all of those phone calls we've had with that client to see where the miscommunication occurred, or what we can do to improve."
Besides functioning as a training tool, recorded phone calls enable quick scheduling, prevent double-booking, and allow CSRs to make sure nothing was overlooked. And with Phones Pro, you can access call recordings from anywhere so your HVAC technicians can listen to them to check job details before arriving on site. This means they come fully prepared.
Boost Performance by Measuring Call Center Results
To test how effective your HVAC call scripts and CSRs are, capture insights in real time to see if your call center measures up to performance metrics. Snow advises that you set goals for your call center, based on the fiscal goals for your company.
Determine how many calls CSRs need to book. Since not every CSR will obtain a 100% booking rate, your company needs a higher goal of calls so employees can meet the booked rate. After you've determined monthly numbers, break it down so CSRs see their goals on a weekly and daily basis.
You can use ServiceTitan to classify calls and track CSR-specific metrics via the CSR scorecard. Metrics include average call length, average hold time, number of inbound calls answered, number of booked leads, as well as membership leads and sales.
ServiceTitan users can also filter dozens of KPIs to track every job, technician and marketing campaign, as well as CSR performance. This gives you insight into response times, number of jobs completed, and number of memberships renewed, for example, so you can view everything at a granular level as well as the big-picture view of how your HVAC business is performing. Transparent data enables your HVAC company to accurately assess call center performance, so your company can increase revenue and grow.
How ServiceTitan Further Supports Your CSRs
As well as answering inbound calls from customers and booking service calls, CSRs also need to schedule HVAC work efficiently and dispatch the right HVAC tech to each job.
Here’s how ServiceTitan’s scheduling and dispatching software helps.
ServiceTitan’s Scheduling & Dispatching Features
ServiceTitan’s scheduling and dispatching software lets CSRs see the available slots for each technician without leaving the original call booking screen. So, once they’ve collected the information they need from the original call, they can book the work and assign a technician based on skill or location.
Appointments can be booked days, weeks, or even months in advance. CSRs can use custom tags to flag technical specs so that important details can be stored right alongside the job.
Scheduling changes can be made with ease via the dispatch board. For example, when a customer reschedules or a different technician needs to be assigned to a job, CSRs can see the status for each job (scheduled, unassigned, canceled, on hold, etc.), so, when an emergency call comes in, the job can be slotted in easily without manually moving multiple pieces of information.
Sometimes, it’s beneficial to send a particularly experienced tech to handle a specific kind of HVAC job. It makes the customer happy and could lead to referrals for future jobs. With ServiceTitan, you can always deploy techs to the most efficient routes quickly and easily. Our route optimization feature organizes visits in the order that suits the technician’s location, taking into consideration any traffic delays and conditions.
The software’s GPS tracks techs and job progress. Reporting real-time data via the activity feed, it logs the technician’s location when they are driving between jobs, when they arrive, and when they’ve completed a job and are ready to move to the next one.
Prior to signing up for ServiceTitan, Georgios Gounaris, Senior Operations Executive of Cyprus Air in Alexandria, VA, and a former dispatcher for the HVAC company, says he used a convoluted process to determine each day’s schedule.
“We used to do the schedule by printing out the jobs, laying all the papers on the floor and kind of making it into a puzzle to see if the areas that we can easily send everything matched correctly,” Gounaris says. “And of course, we didn't have any GPS trackers in the trucks. We had to call technicians to find out where they were.”
Being able to view the precise location of each truck live via ServiceTitan’s software means CSRs can group nearby jobs together and utilize the most efficient route.
Improve Communication with Customers
Another benefit of ServiceTitan’s GPS tracking feature is that dispatchers can keep customers informed of the whereabouts of their technician. They can text them the technician’s photo, profile and even a tech-tracker map, so they know who’s coming and their exact location.
This maintains the high level of customer interaction that started from the first phone call, and carries it through to when their HVAC tech arrives to do the work.
HVAC businesses can also use this information to automate appointment reminders, job confirmations, and changes to appointment times. Plus, they can receive texts from customers who may have a question about the job or wish to reschedule and don’t want to do that via a phone call.
ServiceTitan also offers an add-on product, Dispatch Pro, with more advanced dispatching features. Using machine learning, Dispatch Pro’s algorithm runs thousands of scenarios to find the best technician for every job. This, plus its intuitive dispatch board automations, saves your dispatchers time, improves customer service, and maximizes profit.
Learn more about how efficient dispatch management helps home service businesses in this post and why dispatch software helps grow your business in this post.
Integrate with Other Business Operations
As well as enhancing your answering services and speeding up the whole booking process, ServiceTitan’s software helps you manage all your other HVAC business operations, too, including:
Estimate templates
And more
All of these features are fully integrated and communicate with each other — so you never have to transfer any information and you can manage every process from one cohesive system. This saves time and reduces the likelihood of errors.
Ready to Try ServiceTitan’s Call Booking Software?
Providing your CSRs with tailored HVAC call scripts that help them do their job efficiently is fundamental to running a successful HVAC business. Pairing those call scripts with ServiceTitan’s call booking software that optimizes the entire call booking process and your other business operations, too, helps close more deals, increase customer satisfaction, and bring in more revenue.
Book a free demo to find out more about how ServiceTitan can help you optimize your HVAC call center process.
ServiceTitan HVAC Software
ServiceTitan is a comprehensive HVAC business software solution built specifically to help service companies streamline their operations, boost revenue, and achieve growth. Our award-winning, cloud-based platform is trusted by more than 100,000+ contractors across the country.
