![\"APHW](\"https:\/\/aphw.com\/wp-content\/uploads\/2019\/04\/Tech-AC-Training-1024x380.jpg\")
With A\/C season right around the corner, America\u2019s 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 \u2018chill.\u2019<\/p>\n
\u201cAPHW hired me to teach a refresher course on air conditioning components, equipment, and general knowledge,\u201d 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.<\/p>\n
\u201cIt\u2019s different when you can touch and see the equipment\u2014when you can discuss it with a professional\u2014than it is just to Google the part,\u201d said Rusty Reynolds, the Call Center Operations Manager at APHW. \u201cThe 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.\u201d<\/p>\n
Andy visited the company once before as well, covering furnace parts and components. \u201cThis sort of training is very proactive,\u201d he said. \u201cIt helps their CSRs know what contractors are talking about over the phone\u2014now they can picture the parts being discussed.\u201d<\/p>\n
The employees showed plenty of interest in the sessions, engaging with the technician. \u201cThey asked a lot of questions both times, even some questions I wasn\u2019t expecting,\u201d Andy said, adding that he\u2019s pleased to see APHW pushing the education. \u201cWe deal with a lot of other home warranty companies that know nothing about what we\u2019re talking about, and it\u2019s like pulling teeth,\u201d he said. \u201cGiving them an idea of what we\u2019re telling them helps us out.\u201d<\/p>\n
\u201cBeing able to support the industry with knowledgeable people is great for everybody,\u201d Rusty said, adding that APHW\u2019s employee development program will host more of this type of training in the future. \u201cIt feels good that we can do this as a company\u2014it\u2019s a win for everyone.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"
With A\/C season right around the corner, America\u2019s 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 \u2018chill.\u2019 \u201cAPHW hired me to teach a refresher course on air conditioning […]<\/p>\n","protected":false},"author":35,"featured_media":59980,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[174,129],"tags":[189,113,131,71,130],"acf":[],"yoast_head":"\n