Customer service Flashcards
What do you tell a customer when they need to repair/replace their burners?
Bad burners will blow your heat exchanger and a new heat exchanger will be very expensive. The number one reason of heat exchanger failure is bad burners.
What do you tell a customer when they need to replace their ignitor?
We need to replace because a bad ignitor will cause improper combustion and can result in flame rollout or delayed ignition. Your ignition much reach 2400F for proper combustion
What do we tell a customer when they need to repair/replace their flame rod?
We need to clean or replace the flame sensor because a bad flame sensor is very innefficient and will cause short cycling of the furnace that can damage ignitors, switches, and motors from starting frequently.
What do we tell a customer when they need to replace their safety limit switches?
We need to replace the safety limit switch because safety limit switches are there to protect your equipment from overheating and prevent a hazardous situation.
What do you tell a customer when they need to replace their gas valve?
We need to replace the gas the gas valve because a faulty gas valve can drastically reduce equipment efficiency and can become hazardous. Gas valves with flow through or that are out of calibration can do irreperable damage and ultimately prevent the furnace from working completely.
What do you tell a customer when they need to replace their heat exchanger?
We need to replace the heat exchanger because the combustion analysis is showing CO at dangerous levels and can cause death! We need to shut down the appliance immediately for your safety
What do you tell a customer when their pressure switch needs to be replaced?
We NEED to replace the pressure switch because the pressure switches are a safety device. If they are not working or are out of calibration it is important to replace to prevent a sudden no heat situation.
What do you tell a customer when their inducer motor needs to be replaced?
We need to replace the inducer motor because the inducer/combustion motor is the first component to start when your heat comes on. If it seizes up or fails the furnace cannot run and they are very specific (OEM) meaning if it fails suddenly it will have to be ordered in.
What do you tell a customer when their transformer needs to be replaced?
We need to replace the transformer because the transformer powers your control boards for both heating and cooling and only fails with a surge of electricity. It is important to install a transformer with a fuse in order to prevent any damage to control board!
What do you tell a customer when their circuit board needs to be replaced?
We need to replace the circuit board because the control board controls everything for both heating and cooling. If it fails the furnace or ac cannot run and they are very specific meaning if it fails suddenly it will have to be ordered in.
What do you tell a customer when their blower assembly needs to be repaired/replaced?
We need to clean or replace the blower wheel/motor because we must move enough air! A bad blower wheel or seizing motor will drastically reduce efficiency and can overheat your exchanger causing irreparable damage! During cooling it will flood refrigerant back to your compressor and can cause compressor failure.
What do you tell a customer when their compressor needs to be replaced?
We need to replace the compressor because a compressor failure is a major repair and if caused by burnout the entire ac system is compromised. It is strongly recommended that new equipment is considered. Replacement compressors caused by low refrigerant burnout will not have warranty
What do you tell a customer when they need to replace their condensor fan motor?
We need to clean or replace condenser fan motor because a bad or worn condenser fan motor drastically reduces efficiency and can overheat your condenser causing very high pressures!
What do you tell a customer when they need to clean or replace their evaporator coil?
We need to clean/replace your evaporator coil because a plugged or leaking evaporator will reduce your equipment efficiency by more than 25% and is a serious risk to your compressor! As well as become a breeding ground for mold and mold spores.
What do you tell a customer when they need to replace their TXV?
We need to replace your TXV because a plugged or leaking TXV will reduce your equipment efficiency by more than 25% and can destroy your compressor and other major components!
