Training Archives | APHW Windermere

APHW’s Tech Updates Allow Staff to be Safe at Home

Posted on May 7, 2020 | by Clive Gillett

Donna was uniquely set to work from home as a Virtual Sales Manager due to recent updates at America’s Preferred Home Warranty (APHW). “It’s just one of the many reasons why I love working for APHW,” she said. But things weren’t always that way.

In a typical workday, Donna calls real estate agents to set up trainings, conducts trainings and webinars, and supports an ongoing online training and real estate agent support system. “We’re reaching more people as we go along,” she said. “I might see one agent in a given day, or a few hundred. It’s all to continue getting the word out about APHW, and I love it.”

The company supplied Donna with everything she’d need to work from home during this difficult time, but this was largely possible due to recent updates to APHW’s systems—particularly their new cloud-based NetSuite. “We wouldn’t have been able to do this with our previous system,” she said. “We were prepared, and that reminds us that we’re not in this alone: We are a team, and we’re a family.”

With the nation under a stay-at-home lockdown for the most part, Donna feels fortunate to be able to continue working from home. “I love that I can continue helping real estate agents to build skills and knowledge, to ultimately better help their clients.”

Call us today at 800.648.5006 or visit APHW.COM for more information!

Let us know your thoughts on Facebook, LinkedIn, Twitter or Instagram!

We’ve Got Goosebumps! CSRs Trained in ‘Chill’

Posted on April 29, 2019 | by Clive Gillett

With A/C season right around the corner, America’s Preferred Home Warranty (APHW) wanted to ensure easy communication between contractors and their customer service representatives (CSRs). Enter Andy Miller, a service manager for Lammers Heating & Cooling in Jackson, Michigan, to train them in ‘chill.’

“APHW hired me to teach a refresher course on air conditioning components, equipment, and general knowledge,” Andy said. He displayed the common parts and components of an air conditioner to the CSRs, explaining how and why they might fail, and the causes behind it.

“It’s different when you can touch and see the equipment—when you can discuss it with a professional—than it is just to Google the part,” said Rusty Reynolds, the Call Center Operations Manager at APHW. “The development of our people is critical. When you know your job inside and out, it makes you more efficient and less stressed at the end of the day.”

Andy visited the company once before as well, covering furnace parts and components. “This sort of training is very proactive,” he said. “It helps their CSRs know what contractors are talking about over the phone—now they can picture the parts being discussed.”

The employees showed plenty of interest in the sessions, engaging with the technician. “They asked a lot of questions both times, even some questions I wasn’t expecting,” Andy said, adding that he’s pleased to see APHW pushing the education. “We deal with a lot of other home warranty companies that know nothing about what we’re talking about, and it’s like pulling teeth,” he said. “Giving them an idea of what we’re telling them helps us out.”

“Being able to support the industry with knowledgeable people is great for everybody,” Rusty said, adding that APHW’s employee development program will host more of this type of training in the future. “It feels good that we can do this as a company—it’s a win for everyone.”

Furnace Technician Trains APHW CSRs

Posted on November 1, 2018 | by Clive Gillett

When 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.”

Did you like this story? Let us know on Facebook!