HVAC CSR CALL SCRIPT (INBOUND SERVICE CALLS)
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1. Greeting (first 10 seconds)
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"Thanks for calling [Company], this is [Name]. Are you calling about heating, cooling or something else today?"

2. Get contact details first
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"I can help with that. In case we get disconnected, can I get your name and the best number to reach you?"
"And what's the address where the system is?"
"Have we been out to your home before?" (If yes, pull up the record and check for a maintenance plan or open warranty.)

3. Safety check (ask on every heating call)
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"Before we go further: do you smell gas, or is a carbon monoxide alarm going off?"
If YES: "Please leave the house now with everyone inside, then call your gas company's emergency line or 911 from outside. Don't flip switches or use anything that could spark. Once you're safe and they've cleared the house, call us back and we'll get a tech out."
If NO: continue.

4. Understand the problem
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"What's it doing, or not doing?" (No cool / no heat / running but not cooling / noise / leak / thermostat blank / high bills)
"When did it start?"
"Is the system blowing any air at all?"
"Do you know roughly how old the system is?"
"Have you checked the thermostat setting and changed the filter recently?" (If the thermostat is blank, ask them to check the breaker and batteries. Never walk a caller through electrical or gas work.)
"Is anyone in the home elderly, very young, or medically sensitive to heat or cold?" (Flag for priority.)

5. Offer the appointment (always give two choices)
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"I can get a technician out [today between 1 and 3] or [tomorrow morning between 8 and 10]. Which works better?"
If they want sooner: "Let me check if anything opens up. If it does, would you like a text so we can move you up?"

6. Explain the fee clearly
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"There's a $[__] diagnostic fee for the technician to come out, find the problem and give you options and an upfront price before any work is done. [If you go ahead with the repair, the fee is applied to it.] [Plan members: your diagnostic is waived.]"
After hours: "Because it's after hours, the visit fee is $[__]. I can also book you first thing tomorrow at the regular rate. Which would you prefer?"

7. If they ask "How much will it cost?"
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"I wish I could tell you over the phone, but it could be anything from a $[__] part to something bigger, and I don't want to guess wrong. The technician will diagnose it and give you a firm price before doing any work, so there are no surprises."
Replacement inquiries: "We do free in-home replacement estimates. A comfort advisor measures the home and gives you a few options with exact prices. Would [day/time] or [day/time] work?"

8. Handle common objections
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"That's too expensive." → "I understand. That fee covers a licensed technician coming out with a stocked truck and finding the actual problem. Many repairs are done the same visit. Would you like me to book it?"
"I'm just calling around." → "Totally fair. What matters most to you: how soon, the price, or something else? [Answer.] I can hold the [time] slot for you right now."
"Let me talk to my spouse." → "Of course. Would it help if I hold the [time] slot and text you a confirmation? You can reply to cancel if it doesn't work."

9. Confirm and close
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"Great, you're booked for [day] between [window]. [Technician] will text when they're on the way."
"Is there a gate code, a dog, or anything the tech should know about getting in?"
"Is this the best number for that text? Can we text you appointment updates at this number?" (Note the answer.)
"Anything else I can help with? Thanks for calling [Company], [Name]."

10. After the call (CSR checklist)
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Booked job has: name, phone, address, problem, system age, safety answer, fee quoted, access notes, lead source ("How did you hear about us?"), text-update consent noted.
If they didn't book: note why, and set a follow-up within one business day.

Free template from BRIX: https://brix.so/templates/hvac-csr-script