Cooling: Hot & Cold Call Basics

SKU: RVI-11477Duration: 20 Minutes

Who turned down the thermostat? Why is it so cold in here? Individuals who respond to hot and cold calls made by uncomfortable building occupants must have a certain set of skills, including a thorough understanding of the heating/cooling system in question, training in problem-solving or troubleshooting techniques, and people skills. This interactive online course will discuss how to methodically approach cooling system-related complaints and problems, as well as desirable personality traits and useful problem-solving techniques for effective customer service representatives.

Course Details


Training Time: 20 minutes

Compatibility: Desktop, Tablet, Phone

Based on: Industry Standards and Best Practices

Languages: English

Learning Objectives

  • Describe basic hot and cold call troubleshooting methods
  • Describe desirable customer service
  • Identify the steps taken while troubleshooting customer calls

Key Questions

The following key questions are answered in this module:

What are the three steps in a troubleshooting process?
The troubleshooting process includes: 1. Statement of the problem; 2. Problem analysis; 3. Solution verification.

In the troubleshooting process, how do you arrive to the statement of the problem?
Ask questions that help narrow down the scope of the investigation. This will help point to specific areas that need to be investigated, which will help expedite finding the cause of the problem.

What are the three steps in the analysis phase of troubleshooting?
The steps in the analysis phase include: 1. Make an educated guess about the possible problem. 2. Determine the state or condition of the possible cause. 3. Take action to resolve the issue if the possible cause is confirmed to be the source of the problem.

What are methods for troubleshooting?
Methods for Problem Analysis include Root Cause Analysis, System Isolation, Deduction, Time Isolation, and Decision Tree.

What is the best way to establish a report with customers when responding to hot and cold calls?
Be patient and maintain a calm and professional demeanor when dealing with clients. Even if they are unpleasant, maintain a calm demeanor. Try to empathize with their situation and establish a positive connection as they can likely assist in the troubleshooting process.

Sample Video Transcript

Below is a transcript of the video sample provided for this module:

Another problem analysis tool you can use is that of isolation. If the source of a problem can be narrowed down to one part of the system, for example, one zone or component, the troubleshooting effort is much closer to success. Eliminating most of the system as a possible source of a problem means that you are closer to finding the true root cause. Imagine a hot call in an office where the thermostat measuring the correct temperature and calling for more cooling and you verify the high temperature in the room and note that the airflows are correct, but the air exiting the diffuser is warm. At this point, it makes sense to go examine the air handler and refrigeration system.
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