NSS NSS Customer Service & Communication 2

Question 1

What is the recommended communication approach when a Navien repair will take longer than initially estimated?

Accepted Answer

Notify the customer immediately with an updated timeline and reason

Answer

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?

Accepted Answer

The unit's temperature set points and flow sensor calibration

Answer

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?

Accepted Answer

Explain the diagnostic findings professionally and recommend the appropriate solution

Answer

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:

Accepted Answer

Use diagrams, gestures, and translation resources to communicate effectively

Answer

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?

Accepted Answer

Immediately evacuate the premises, call the gas company, and avoid operating any switches

Answer

A gas smell requires immediate evacuation and emergency gas company notification before any other action is taken.

(NSS) Certified Navien Service Specialists Practice Test