The Importance of Customer Service Skills in Your HVAC Career

November 19, 2019

hvac diploma

HVAC technicians are required to have a complex skill set to address different tasks. Every day might provide different challenges, from identifying maintenance risks to diagnosing electrical and mechanical faults to cleaning a system or doing warranty service. Whether you work in a commercial or residential setting, customer service skills also play a big role in your success.

Skilled trades people trained in HVAC are in demand and many employers stress the importance of customer service skills. While it helps if you already have some experience with customers, these so-called soft skills can be learned. With practice and guidance, you will quickly see the variety of reasons these skills are important. Here are a few ideas to get you started.

Short Term Comfort Guarantees Long Term Comfort

If you work in a residential setting you know, of course, that you’re working in someone’s house. Ultimately, you are contributing to their overall comfort of their home. Installing or maintaining an air-conditioner when it’s hot or making sure a furnace runs all winter is the main job in making people feel comfortable. However, the customer’s comfort while you’re actually in their home is just as important.

When a customer is comfortable, your work will be easier
When a customer is comfortable, your work will be easier

An experienced technician who has already had a long HVAC career will say that being friendly and communicative means that they get called back. A customer that feels at ease while you work is also more likely to recommend you to others, which will only help you in the long run.

Customer Trust Adds Value to HVAC Training

There are a number of ways in which you can build trust with a customer after your HVAC training. For example, it can be helpful to explain the work you are doing, give updates, and leave room for customers to ask questions. These types of exchanges add value to your work because a customer will have a better understanding of your job and see that you know what you’re talking about.

When you break down what you do in everyday language and recommend preventative maintenance it also demonstrates to a customer that your goal is to have a system that will not need extra, costly repairs. Of course, if their system does need more attention in the future, they will have confidence that your return will be worth it.

Sensitivity Gives Everyone Options

While there is a lot of joy involved in installing, repairing and maintaining the systems that people rely on every day, you sometimes have to deliver bad news. When you go out on a call because a furnace doesn’t seem to be working or the AC has stopped, your job may be to tell people they must do an expensive repair or replacement. The way a technician delivers this news must be sensitive to the situation and show understanding.

When you explain options clearly your customers are more likely to trust your recommendations
When you explain options clearly your customers are more likely to trust your recommendations

Again, communication skills come into play. Whatever the situation might be, it is important that you be able to explain a customer’s options clearly. Sensitivity to different levels of technical understanding as well as sensitivity to financial impact will keep you and your HVAC business as an option for more customers in the future.

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