Question

According to the EPA, when dealing with customer complaints regarding additional costs due to refrigerant recovery efforts, what should the technician do?

1) Apologize to the customer and explain that the additional costs are necessary for environmental reasons.
2) Offer a discount or refund to the customer to compensate for the additional costs.
3) Explain to the customer the process of refrigerant recovery and why it is necessary.
4) Ignore the customer's complaint and continue with the refrigerant recovery efforts.

Answer 1

The technician should apologize and explain the necessity of additional costs for environmental reasons. Offering a discount or refund can also be considered as a gesture of goodwill. Educating the customer about the process of refrigerant recovery and its importance is important.

Step-by-step explanation:

When dealing with customer complaints regarding additional costs due to refrigerant recovery efforts, the technician should apologize to the customer and explain that the additional costs are necessary for environmental reasons. This helps the customer understand the importance of refrigerant recovery in protecting the environment and shows empathy towards their concerns. Offering a discount or refund to the customer to compensate for the additional costs may also be considered as a gesture of goodwill. However, it is crucial to prioritize educating the customer about the process of refrigerant recovery and why it is necessary. This helps them understand the value and importance of the additional costs.