Is having excellent customer service skills important for a refrigeration technician? The only answer to this question is yes. Having excellent customer service skills not only makes you a better technician — it makes you a better employee. If you are an owner/operator of your own service company, these skills help to retain the valuable customers you worked so hard to get.
So, how do you improve your customer service skills? First, you need to become an effective communicator. When speaking with customers, clearly explain the required repairs in terms they will understand. Avoid using complicated industry terms such as superheat and subcooling when discussing a problem as these phrases may only confuse them. Answer any and all questions they have in terms they will understand. When the job is complete, be sure to go over the repairs with them, explaining any warranties offered or any further maintenance you recommend.