HVAC - Air Side: Hot & Cold Calls

SKU: RVI-11458Duration: 20 Minutes

There are a number of skills needed by any individual who responds to the hot and cold calls made by uncomfortable occupants of a building. First, a person must have a complete understanding of the HVAC system in question. Second, they need to have some training in methodical problem-solving techniques or troubleshooting. Finally, the individual requires "people skills", that is, the ability to interact with sometimes-frustrated clients without becoming defensive, angry or unpleasant. In this interactive online course, we will focus on how to methodically approach solving comfort-related problems. We will also discuss some best practices for handling customer interactions during hot and cold calls.

Course Details


Training Time: 20 minutes

Compatibility: Desktop, Tablet, Phone

Based on: Industry Standards and Best Practices

Languages: English

Learning Objectives

  • List the basic steps involved in troubleshooting a hot or cold call
  • Describe the analysis phase of troubleshooting
  • Describe the benefits of using a decision tree

Key Questions

The following key questions are answered in this module:

What are the skills a person should have when handling hot and cold calls?
Handling hot and cold calls requires that a person have a thorough knowledge of the HVAC system, a structured approach to problem solving, and the ability to work constructively with people.

What are the three steps involved in troubleshooting?
Troubleshooting can be described as a three-step process that involves a statement of the problem, problem analysis, and solution verification.

What is a decision tree?
A decision tree is a flowchart developed by a person or persons with system knowledge and experience that provides assistance with tracking down the root cause of a problem.

What should be examined first?
The closest and most easily checked possible problem causes should be examined first.

What techniques can be used to narrow the search for the root cause of a problem?
Process and time isolation techniques can be applied to help narrow the search for the root cause of an observed problem.

Sample Video Transcript

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

Analysis is best performed by someone with an in-depth knowledge of the entire HVAC system. A good understanding of the system allows an individual to understand the relationships among the components of the system and know how they interact and how their failure might affect other parts of the system. Most hot and cold calls involve a problem reported by an individual. While there are multiple structured analysis approaches, it makes sense to first hypothesize about, or investigate, problem causes which are 1) Physically nearby 2) Easy to test There are many potential causes for an office being too hot. They range from a misadjusted thermostat, to a malfunctioning refrigeration system. The first cause is easy to check and fix, the second requires much more effort. Start your investigation by looking into the local, easily tested possible sources of the problem. Maybe you will get lucky and quickly determine the cause.
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