Customer Service and Task Training Flashcards

Customer Service and Task Training

1
Q

What do you tell a customer when they need to repair/replace their burners?

A

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.

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2
Q

What do you tell a customer when they need to replace their ignitor?

A

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

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3
Q

What do we tell a customer when they need to repair/replace their flame rod?

A

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.

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4
Q

What do we tell a customer when they need to replace their safety limit switches?

A

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.

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5
Q

What do you tell a customer when they need to replace their gas valve?

A

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.

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6
Q

What do you tell a customer when they need to replace their heat exchanger?

A

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

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7
Q

What do you tell a customer when their pressure switch needs to be replaced?

A

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.

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8
Q

What do you tell a customer when their inducer motor needs to be replaced?

A

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.

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9
Q

What do you tell a customer when their transformer needs to be replaced?

A

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!

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10
Q

What do you tell a customer when their circuit board needs to be replaced?

A

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.

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11
Q

What do you tell a customer when their blower assembly needs to be repaired/replaced?

A

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.

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12
Q

What do you tell a customer when their compressor needs to be replaced?

A

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

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13
Q

What do you tell a customer when they need to replace their condensor fan motor?

A

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!

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14
Q

What do you tell a customer when they need to clean or replace their evaporator coil?

A

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.

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15
Q

What do you tell a customer when they need to replace their TXV?

A

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!

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16
Q

What do we tell a customer when we need to replace their capacitor?

A

We need to replace your capacitor becayse a bad capacitor can blow your compressor and compromise the entire system. With out it your compressor and motors will not recieve the correct starting torque and they will run extremely rough.

17
Q

What do you tell a customer when they need to replace their contactor?

A

We need to replace your contactor because a bad contactor will cause high energy draw to the equipment and can cause the equipment to run very rough and melt wires. Without strong contacts the equipment will not run right.

18
Q

What do we tell a customer when they need to clean/replace their condenser coil?

A

We need to clean or replace the condenser coil because a condenser that is leaking or operating with high head pressure due to being plugged/dirty drastically reduces your equipment efficiency and puts your compressor and other major components at serious risk!

19
Q

What do you tell a customer when they need to clean/replace their disconnect?

A

We need to clean or replace the disconnect because a bad disconnect is dangerous and is against code. Sticking or hot disconnectes must be replaced for safe deactivation of equipment.

20
Q

What do we tell a customer when they need to replace their temperature and pressure relief valve?

A

We need to replace your pressure relief valve because your pressure relief valve is a safety device and if it is defective or plugged with debris it is important to replace it immediately. It is against code to have an active pressure relief device that is bad and extremely dangerous.

21
Q

What do we tell a customer when we need to install a compressor saver?

A

We need to install a compressor saver because your compressor is the beating heart of your equipment! The compressor saver is a booster capacitor that drastically reduces starting wear on compressor. Giving it a clean, powerful, fast start resulting in prolonged life and improved performance!

22
Q

What do we tell a customer when they should install an equipment surge protector?

A

We need to install a surge protector because protecting your equipment can prevent costly repairs! Brownouts and power spikes are common and can do major damage to high efficient HVAC equipment. Protect your equipment to prevent costly repairs that are not warranty!

23
Q

What do we tell a customer when they need to install an ECM protector?

A

We need to install an ECM protector because ECM motors are very efficienct and valuable. Brownouts or surges of power can damage an ECM and damages related to power issue are not warranty! ECM protectors prevent brownouts and surges from damaging your motors and control boards.

24
Q

What is included in the Complete HVAC Electrical Protection Package?

A

1. 2x Surge Protectors
2. Compresser Saver

25
Q

What is included in the Economy HVAC Electrical Protection Package?

A

1. Surge protector
2. Compressor Saver
3. ECM Protector

26
Q

What is included in the AC Protection Package?

A

1. Turbo capacitor
2. Insect proof contactor
3. Compressor saver

27
Q

What is included in the Furnace Protection Package?

A

1. Stainless steel burners
2. ECM Protector
3. In-line fuse

28
Q

What is included in the Indoor Air Quality Protection Package?

A

1. 5” Filter cabinet with a filter
2. Basic small bypass humidifer

29
Q

What is included in the A/C service #1 bundle?

A

1. Condenser teardown and cleaning
2. Turbo capacitor
3.Evaporator disinfect and cleaning

30
Q

What is included in the OEM Furnace Scheduled Service #1 Bundle?

A

1. Replace Ignitor
2. Replace Flame Rectification Sensor
3. Burner teardown and cleaning

31
Q

What is included in the Ductless Scheduled Service #1 bundle?

A

1. Teardown and cleaning of condenser coil
2. Chemical clean and disinfecting of the evaporator coil

32
Q

What is included in the York Furnace Scheduled Service #1 Bundle?

A

1. Install Stainless
2. Replace Ignitor
3. Replace Flame Rectification Sensor

33
Q

What is included in the Water Heater Scheduled Service #1 bundle

A

1. Replace T/P valve
2. Burner/pilot assembly teardown and clean

34
Q

What is included in the Tankless Water Heater Scheduled Service #1 bundle?

A

1. Replace T/P relief valve
2. Replace tankless ignitor and rectification sensors

35
Q

What is the prevent suprises sentence used for equipment in the enhancement age?

A

Hi Mr./Mrs. ____, I’m not sure if it was mentioned to you in the past but your equipment is elegible for protection enhancements that will improve the operation and make it more impervious to wear and tear over the years. Is this something you would like information on when im done?

36
Q

What is the prevent suprises sentence used for equipment in the performance age?

A

Hi Mr./Mrs. __, I found ____ and i just wanted to let you know. I am going to take a closer look and I’ll let you know what I come up with. It shouldn’t take me long, I just have a few more things to finish first and then I will let you know what I find and the steps/options moving forward.

37
Q

What is the prevent suprises sentence used for equipment in the survival age?

A

Hi Mr./Mrs. , Your equipment is now years old and it is reaching the age where it is important for me to ask you how long you would like it to last into the future. Are you hoping to get another 3-5 reliable years? If so, there are some things we may need to take care of in order to make that happen.