CS SCRIPTS
Embedded Files
Answering calls to the Office:
“Good morning/ afternoon O'brien Electrical and Plumbing Rowville, (say your name) speaking how can I help you”
Do you mind me asking what the call is in relation to?
I can definitely help you with that, do you mind if I get a few details so we can look you up in the system.
(Find out if they were dealing with the sales team or waiting to be scheduled or already a job in the system)
OPEN SIMPRO AND START TO LOOK THEM UP
Questions to ask:
Name: (First & Last)
Address:
For people asking for Danny, Steph, Jay & Pina -
“Is this in regards to a quote or a schedule for a job?”
If the job is in SimPro:
For Quotes (Solar) - means that we already won the job and we are only waiting for the Solar Victoria approval in most cases.
If asking for a scheduled date:
Check if it’s scheduled in Simpro
If you need to transfer always do WARM TRANSFER:
Do the introduction first, advise what the call is in relation to and who the caller is.
If you need to take a message make sure you get:
Name
Address
Mobile number
SCHEDULING SOLAR
Good morning is ——— (Contact person in SimPro) available please.
It's (XXX Name) from O’Brien Electrical Rowville.
If speaking to the contact person:
I want to book in your solar installation, the first available appointment we have is (Give date)
If not the contact person:
Can I please leave a message? (leave message & send podium text)
Ask questions:
CLIENT AVAILABILITY
Is it possible to get our electricians to site at 7:30 am so there's less interruptions they will do as much as they can and generally get a system this size done in a day weather and site dependent of course 6.6kw and below. They (finish up around 3:30pm) . Would you be the contact person on site?
If not:
Who would be our site contact for the day?
Can I please get their mobile number?
If not a first day job:
Our electricians are doing a job just before going to your site, so they will be arriving between ____ and __________ . (Give an hour in between)
If asked for a definite time:
Unfortunately, we can only give a window as the electricians have a job before yours so sometimes we encounter challenges and there are times we finish earlier.
ASK ABOUT ACCESS:
Will there be access
Where can we park
Where is your switchboard
Where is your inverter going?
QR CODE
Do you have your QR code handy?
You should have received it from Solar VIC / Solar Home when you got approval (if they qualify for this rebate) if it's easier you can forward it to us via email and we can attach to you file for scanning, if not please have it ready for the electrician to scan the day of install.
If you don't have it or cannot locate it, we can contact solar vic on your behalf and get another one emailed to you.
INVERTER APP
On the day our electrician will set up the inverter monitoring app for you.
Could you please have your email address, wifi password ready, also are you on NBN?
With the app, it can be a little tedious - if the electrician can not get it synced on the day they will refer you to us for troubleshooting.
RE-CONFIRMING INSTALL DATE:
You are scheduled for (day) and (date) you will get an email shortly (monday.com) confirming you have been scheduled, would you like me to send you a text (podium) with the date as well?
What's next to come after the installation has been completed
Journey Email
Just confirming you have received our email about your solar journey? If not here i'll send again please check your junk just in case it's in there
Payment
We require payments on the day of completion this helps us get to the next stage of the journey
INSPECTION
As part of the whole solar process we need to use an external inspection company to check to certify our work, they will insure it's compliant and sign off on our CES.. The inspection company will contact you directly if access is required there advice is that there is generally 2-3 week wait for their services.
METRE RECONFIGURATION.
Once we receive your CES, we will then start the process of getting your metre reconfigured.
We work with your retailer and the distributor and handle all the paperwork submission on your behalf. You may be contacted by them in regards to changing your energy plan.
Do you have any questions in regards to the solar process from here?
I will be in touch with you the day before, thank you so much for your time, have a great day.
FREQUENTLY ASKED QUESTIONS:
Will there be interruption to our work?
Generally no
Do I need to be home?
It's your preference.
When do I pay?
On the day of installation completion
DAY AFTER CALL
Congrats on install
Follow up payment
Inspection company
Meter reconfig, Keep an eye on your emails -
SCHEDULING LED
Good morning, is ——— (Contact person in SimPro) available please.
It's (XXX Name) from O’Brien Electrical Rowville, we have a Work Order for (Company Name) for the lighting upgrade.
If speaking to the contact person:
I just want to book in the LED lighting upgrade with you, the first available appointment we have is
(Give date and time)
If not the contact person:
I am not sure if you can help me, I just need to book in this work order for the lighting to be replaced. This was signed off by (XXXXX).
Ask questions:
CLIENT AVAILABILITY
If its a first in the morning job starting at 7:00 am use the following:
We want to get our electricians at 7:00 am so it's less interruptions and they try to do as much as they can, would you be the contact person on site?
If not:
Who would be our site contact for the day?
Can I please get their mobile number?
If not available at 7:00 am
What is the earliest we can come in?
Who would be the site contact?
What time do you usually open?
If not a first day job:
Our electricians are doing a job just before going to your site, so they will be arriving between ____ and __________ . (Give an hour in between)
If asked for a definite time:
Unfortunately, we can only give a window as the electricians have a job before yours so sometimes we encounter challenges and there are times we finish earlier.
ASK ABOUT ACCESS:
Will there be access / clearance for the lights / scissor lifts
Where can we park
Access to switchboard / keys required
FREQUENTLY ASKED QUESTIONS:
I don’t remember ordering this job?
Check the booking form for signature
Check if its a COMPLETELY FREE upgrade
This is the FREE lighting upgrade under the government VEET Scheme. I can see that this was organised by (XXXX)
Will there be interruption to our work?
Generally no
INCOMING CALLS
“Good morning/ afternoon O’Brien Electrical Rowville, (say your name) speaking how can I help you”
Questions to ask:
“Who am I speaking to?”
“What is the call in relation to?
If the person is looking for Josh / Cecilia / Jayme
Always take messages and ask for Name number and other details
Invoice Payment-
“Can I please confirm the invoice Number and Address.”
I am confirming the amount of Payment i.e. $....
Credit card number details please…..
Thank you for the payment, would you like to have a copy of the receipt.
If yes, take the customers email address
“Is there anything else we can do for you?”
CALLING FOR RECEIVABLE OR AGED RECEIVABLE INVOICES
Hi …. This is Kaye from O’Brien Electrical and Plumbing Rowville.
“Am I speaking to…..”
“I am calling in regards to an outstanding invoice that is showing in our system, which was emailed to you on …….
Have you received that?
If yes, answer
Perfect. Do you have any questions? If not, would you like to fix that up now, I can take credit card over the phone.
If no, ask
“When can we expect payment from you?”
If they didn’t receive it, check the email address it was sent to, sometimes it goes to junk mail.
While I have you do you have any feedback on our team in particular our electricians. We are always looking for ways to improve
Good feedback, ask if you can send them a Podium review invitation.
Bad feedback, ask if they can send it in writing so that you can enter it into a complaints form & escalate.
For Apprenticeship
“Good morning/ afternoon O’Brien Electrical Rowville, (say your name) speaking how can I help you”
Questions to ask:
Yes we are still taking the applications, role is still available
Where did you hear about the apprenticeship ?
Have you Applied online ? Jora or Linkedin- Follow the link and apply or
If not, send us the resume on rowville@electrical.obrien.com.au
All Applications are shortlisted from online,
Quote requests
“Good morning/ afternoon O'brien Electrical Rowville, (say your name) speaking how can I help you”
"Can i get a quote"
Questions to ask:
Have you used Laser Electrical Rowville before?
If they have used us before please confirm all previous details
Name: (First & Last)
Address:
Number:
Email:
How can we help: (quote details)
Extra details: New Build/ Renovation/ Commercial/ Domestic
(can we get a photo/ plans)
How urgent:
How did you hear about us?
COMPLAINT SCRIPT/ PROCESS
28/01/2021
CUSTOMER AWAITING INSPECTION
Look up the customer in SimPro first before calling customer
Hi It's __________ from O’brien Electrical Rowville. We have completed a solar installation for your job back in _________ . I am just touching base to let you know that we are still awaiting for the insector to do the final check as mandated by the Clean Energy regulators.
Do you have a date when it will happen?
Unfortunately, it is a third party company independent of our company, it's a regulation that we have to get a company not affiliated to us so they can check our work without bias. We do not have access to their schedule, however we are a priority customer for them so they are going through our jobs as soon as they can.
What's taking it so long?
As we know, during the lockdown, a lot of trades were not permitted to operate so there is a backlog of jobs being. On top of that we had the Christmas break. We do apologise for the delay however we have already submitted your job to the inspectors.
FAQ
Regarding Scott going around to “audit” our jobs:
Scott is our Operations Manager and to ensure the quality of work of our own electricians he does a few audits internally. This is separate from the independent inspector who will have to sign off on the Certificate
110w HB Customer Follow Up
Hi it’s ___________ calling from O’Brien Electrical Rowville we replaced your High Bays with LED High Bays quite some time ago and we can now upgrade them again for free.
We have a newer model of lights and we can replace your lights that would also renew your warranty as the current LED High Bays are coming to the end of their time.
We have availability to come and replace them on __________________.
7 Steps to Electrical Fault Finding
Turn all circuit breakers off. ...
Turn the main safety switch on. ...
Turn each circuit breaker back on. ...
Identify the faulty circuit. ...
Turn all switches off again. ...
Turn the electricity back on. ...
Call a fault-finding electrician…
LED RESELL
Good morning/Afternoon, is ——— (Contact person in SimPro) available please.
It's (XXX Name) from O’Brien Electrical Rowville, we had a Work Order for (Company Name) for the lighting upgrade quite a while back and we have not been able to do the job due to COVID restrictions. I just wanted to find out if you had the lights done recently?
If NO:
All I am doing is trying to see if we can book it over the next couple of weeks. Is there a preferred time
Our guys normally come in between 7:00am to 3:00pm, would any day be more suitable?
If speaking to the contact person:
I just want to book in the LED lighting upgrade with you, the first available appointment we have is
(Give date and time)
If not the contact person:
I am not sure if you can help me, I just need to book in this work order for the lighting to be replaced. This was signed off by (XXXXX).
Ask questions:
SCHEDULING HEAT PUMP
Good morning, is ——— (Contact person in SimPro) available please.
It's (XXX Name) from O’Brien Electrical Rowville.
If speaking to the contact person:
I just want to book in the Heat Pump upgrade with you, the first available appointment we have is
(Give date and time)
If not the contact person:
I am not sure if you can help me, I just need to book in the heat pump upgrade. This was signed off by (XXXXX).
Ask questions:
CLIENT AVAILABILITY
If its a first in the morning job starting at 7:00 am use the following:
Generally our technicians start at 7am? . Would you be the contact person on site?
If not:
Who would be our site contact for the day?
Can I please get their mobile number?
If not available at 7:00 am or we have one booked for that day already ( we are doing approximately 3 to 4 units per day)
What is the earliest we can come by?
Who would be the site contact?
Our electricians are doing a job just before going to your site, so they will be arriving between ____ and __________ . (Give an hour in between)
If asked for a definite time:
Unfortunately, we can only give a window as the electricians have a job before yours so sometimes we encounter challenges and there are times we finish earlier.
ASK ABOUT ACCESS:
Will there be access
Where can we park
Access to switchboard
COMPLETED JOB CALLS
Good morning/afternoon, it's (your name) calling from O'Brien Electrical & Plumbing Rowville.
I am calling in regards to (cost centre/job type) works completed at (their address)
Firstly can you please confirm the works are complete?
- If not, can you please let me know what is left to be done?
- thank you, I will follow up with the team and get back to you.
Have you been happy with our services?
If yes - Would you mind rating us on a scale of 1-5 (5 being the best)
Would you mind leaving a google/facebook review?
If no - What could we do differently?
Would you like to be added to our database for any new and improved product launches we may have?
Thank you for your time, have a great day
a short version of this is in script form on simpro
Warranty
1 fridge = 30 mins
Every fridge after that is another 15 mins
SCHEDULING RDC - Fridges
Good morning, is ——— (Contact person in SimPro) available please.
It's (XXX Name) from O’Brien Electrical & Plumbing Rowville, we have a Work Order for (Company Name) for the new fridge.
If speaking to the contact person:
I just want to book in the Fridge upgrade with you, the first available appointment we have is
(Give date and time)
If not the contact person:
I am not sure if you can help me, I just need to book in this work order for the lighting to be replaced. This was signed off by (XXXXX).
Ask questions:
CLIENT AVAILABILITY
If its a first in the morning job starting at 7:00 am use the following:
We want to get our electricians at 7:00 am so it's less interruptions and they try to do as much as they can. Would you be the contact person on site?
If not:
Who would be our site contact for the day?
Can I please get their mobile number?
If not available at 7:00 am
What is the earliest we can come in?
Who would be the site contact?
What time do you usually open?
If not a first day job:
Our electricians are doing a job just before going to your site, so they will be arriving between ____ and __________ . (Give an hour in between)
If asked for a definite time:
Unfortunately, we can only give a window as the electricians have a job before yours so sometimes we encounter challenges and there are times we finish earlier.
ASK ABOUT ACCESS:
Will there be access / clearance for the fridge
Where can we park
FREQUENTLY ASKED QUESTIONS:
I don’t remember ordering this job?
Check the booking form for signature
Check if its a COMPLETELY FREE upgrade
This is the FREE Energy Efficient Fridge upgrade under the government VEET Scheme. I can see that this was organised by (XXXX)
Will there be interruption to our work?
Generally no
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