When it comes to appliance breakdowns, furnace issues can be difficult to describe. The good news, though, is that your America’s Preferred Home Warranty (APHW) customer service representatives (CSRs) have been trained in common furnace problems to be able to quickly communicate with you and your contractor and get your furnace up and running again.
The ins and outs of furnace maintenance
“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. He continued, “This knowledge will help streamline the claim process for customers; it simplifies everything. When someone calls and mentions an ‘igniter,’ they can visualize it and process things more quickly.”
Andy has over 14 years of experience in the field. He reviewed all the inner workings of standard household furnaces with the CSRs, along with less-common features he’s seen in the field. He covered common malfunctions and proper furnace maintenance, and he encouraged them to ask questions along the way. Andy was encouraged, in return, by the attentiveness of our CSRs. “They asked a lot of good questions that I wasn’t even expecting,” Andy said. “They were very responsive.”
The standard of America's Preferred Home Warranty claims
Lammers Heating & Air Conditioning has shared the America's Preferred Home Warranty claims process with their customers several times before, and Andy was quick to express appreciation for the company. “I feel like they’re above par, because they train their employees, APHW’s claims process is smooth, and because their billing and payments are prompt.”
Andy is glad we asked him to visit and educate our CSRs. “Thank you for the opportunity,” he said. “I’m glad I could help CSRs speak with contractors more easily.”