Furnace Technician Trains APHW CSRs

Furnace Technician Trains APHW CSRsWhen your contractor tries to explain what caused your furnace to fail, what does it sound like? Technical jargon? Straight-up gibberish?

Try as they might, some things just can’t be easily translated into layperson. The good news, though, is that your America’s Preferred Home Warranty (APHW) customer service representatives (CSR) will have a pretty good idea what your furnace technician is describing—APHW brought one in last week to train them in person.

“APHW wanted to make their CSRs more familiar with what they hear about on the phone,” said Andy Miller, a service manager for Lammers Heating & Air Conditioning in Jackson, Michigan, adding that this knowledge will help streamline the claim process for customers. “It simplifies everything. Now when we say something like ‘igniter,’ they can visualize it and move things along faster.”

Andy came with more than 14 years of experience in the field. He reviewed all the inner workings of standard (and not-so-standard) household furnaces with the CSRs, encouraging them to ask questions along the way. He also covered common malfunctions and proper furnace maintenance.

Lammers Heating & Air Conditioning has worked through APHW’s claim process with their own customers many times before, and Andy was quick to express appreciation for the company. “I feel like they’re above par, because they train their employees, the claim process is streamlined, and because their billing and payments are prompt.”

He was also encouraged by the attentiveness of the classes he taught. “They asked a lot of good questions that I wasn’t even expecting,” Andy said. “They were very responsive.”

Andy wanted to thank APHW for asking him to visit and educate their CSRs. “Thank you for the opportunity,” he said. “I’m glad I could help them work more easily with contractors and smooth out the process.”

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