NSS NSS Customer Service & Communication 2 — Questions and Answers
Question 1: What is the recommended communication approach when a Navien repair will take longer than initially estimated?
- Wait until the job is fully complete before informing the customer
- Notify the customer immediately with an updated timeline and reason (Correct answer)
- Leave the job site without completing the repair
- Add extra charges for the additional time without prior notification
Correct answer: Notify the customer immediately with an updated timeline and reason
Proactive communication about delays maintains customer trust and allows them to make alternative arrangements.
Question 2: When a customer asks why their Navien unit's energy bills are higher than expected, what should the technician check FIRST?
- The customer's billing history with their utility provider
- The unit's temperature set points and flow sensor calibration (Correct answer)
- Whether the unit is still within its warranty period
- The customer's water usage habits unrelated to the Navien unit
Correct answer: The unit's temperature set points and flow sensor calibration
Incorrect temperature settings and flow sensor issues are common causes of reduced efficiency in Navien tankless water heaters.
Question 3: How should a Navien certified technician respond when a customer insists on a repair the technician believes is unnecessary?
- Perform the unnecessary repair without comment to avoid conflict
- Refuse the service request entirely without explanation
- Explain the diagnostic findings professionally and recommend the appropriate solution (Correct answer)
- Charge extra for the repair as a deterrent
Correct answer: Explain the diagnostic findings professionally and recommend the appropriate solution
Professional explanation of diagnostic findings helps customers understand the actual issue and make informed decisions.
Question 4: When a language barrier exists with a Navien customer, a technician should:
- Refuse service until a professional interpreter is present
- Use diagrams, gestures, and translation resources to communicate effectively (Correct answer)
- Communicate only via email after leaving the job site
- Have the customer sign authorization documents without ensuring understanding
Correct answer: Use diagrams, gestures, and translation resources to communicate effectively
Visual communication tools and translation resources ensure effective communication and proper informed customer consent.
Question 5: What should a technician do if a customer reports smelling gas near their Navien unit during a service call?
- Proceed with the planned service call and investigate the smell
- Immediately evacuate the premises, call the gas company, and avoid operating any switches (Correct answer)
- Apply soapy water to find the leak and then continue the service
- Turn off only the Navien unit and complete the remaining service tasks
Correct answer: Immediately evacuate the premises, call the gas company, and avoid operating any switches
A gas smell requires immediate evacuation and emergency gas company notification before any other action is taken.
Question 6: When documenting a service call, which information about customer communication is MOST important to record?
- The customer's personal opinions about the quality of service
- All verbal commitments made, scope of work agreed upon, and customer authorizations obtained (Correct answer)
- Only the parts used and total labor time for billing purposes
- The customer's social media handles for follow-up marketing
Correct answer: All verbal commitments made, scope of work agreed upon, and customer authorizations obtained
Recording verbal commitments and authorizations protects both the technician and customer in the event of disputes.
NSS NSS Customer Service & Communication 2
What is the recommended communication approach when a Navien repair will take longer than initially estimated?