CUSTOMER COMMUNICATION

This two-day workshop helps service professionals master the skills to build trust, connect with customers, and confidently lead every service call.

Day one focuses on communication basics—what to say (and what not to), how to make a strong first impression, and using the Go Time Care Model to guide every interaction. Hands-on roleplays help techs show up as the solution, not just a service provider.

Day two dives into emotional intelligence, explaining work in clear terms, asking better questions, and earning trust without pressure. Full knock-to-close roleplay brings it all together to help techs feel what trust-based communication looks like in action.

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Workshop Curriculum

Day 1: Heat Pump Fundamentals

Heat Pump Operation Basics: Understand the refrigeration cycle in heating, cooling, & defrost modes.
Components Overview: Reversing valve, accumulator, expansion devices, sensors.
Heat pump Refrigerant Charging: Effects of airflow on a refrigerant charge, Super-heat/sub-cool methods, cold weather charging.
Refrigerant troubleshooting: Causes and reading that will help determine proper refrigerant charge.

Day 2: Heat Pump Electrical

Defrost System Operation: Understand time-temperature defrost boards, defrost sensors, and control strategies.
Common Defrost Issues: Sensor failures, fan relay failure, diagnose procedures.
Electrical Heat Kit Sizing and Selection: Common Residential heat kits, wiring and braker sizing.
Thermostat Wiring for Heat Pumps: Correct wiring for O/B reversing valve, staging auxiliary and emergency heat properly.
Electrical Troubleshooting: Check compressor, reversing valve solenoids, heat kits, low voltage wiring.