NSS NSS Customer Service & Communication

Question 1

When a customer calls about no hot water from their Navien tankless unit, what is the FIRST step a technician should take?

Accepted Answer

Gather information about any error code displayed on the unit

Answer

Gathering error code information first allows the technician to begin remote diagnosis before dispatching.

Question 2

How should a Navien service technician communicate a complex repair estimate to a customer?

Accepted Answer

Explain in plain language with an itemized written estimate

Answer

Clear written estimates in plain language help customers make informed decisions and prevent misunderstandings.

Question 3

When a customer is dissatisfied with a previous repair on their Navien unit, a certified technician should FIRST:

Accepted Answer

Listen actively to the customer's concerns without interrupting

Answer

Active listening demonstrates respect and helps identify the actual problem before proposing any solutions.

Question 4

What information should a technician collect from a customer BEFORE arriving at a service call for a Navien combi-boiler?

Accepted Answer

Model number, error codes displayed, and symptoms observed

Answer

Collecting model number, error codes, and symptoms allows the technician to bring the correct parts and tools.

Question 5

How soon after completing a Navien service call should a technician follow up with the customer to confirm satisfaction?

Accepted Answer

Within 24-48 hours to confirm the issue is fully resolved

Answer

Following up within 24-48 hours helps catch any recurring issues and demonstrates commitment to customer satisfaction.

(NSS) Certified Navien Service Specialists Practice Test