Customer Service
The best action to take when a customer becomes verbally hostile or uses profanity.
What is remaining calm, stating clearly that you can only continue the conversation if they speak respectfully, and disengaging if necessary?
The primary chemical used to raise the pH level of the pool water.
What is Soda Ash (Sodium Carbonate)?
The component in a pool pump that spins to push water through the plumbing.
What is the impeller?
The first action a technician must take before working on any electrical pool equipment.
What is turning off the power at the main breaker or sub-panel?
The pool equipment component that usually uses natural gas or propane.
What is a pool heater?
The recommended follow-up step after completing a major repair, like installing a new pump motor.
What is calling the customer later that day or the next morning to confirm the equipment is running correctly?
The chemical that acts as a pH buffer and helps prevent corrosive or scaling water.
What is Total Alkalinity (TA)?
The symptom of a pool pump running but not moving water, usually caused by air entering the system.
What is losing prime?
The maximum temperature recommended for a spa to avoid health risks, especially for pregnant women and young children.
What is 104 degrees Fahrenheit (104∘F)?
The process of adding a large, single dose of chlorine to break up chloramines and kill contaminants.
What is shocking or superchlorination?
A proactive explanation to offer a customer if you need to reschedule a routine service.
What is apologizing, briefly explaining the reason (e.g., an unexpected emergency repair), and offering the first available time?
This chemical prevents chlorine from being burned off by the sun’s UV rays.
What is Cyanuric Acid (CYA) or conditioner?
The common reason for a DE filter to be "puffing" powder back into the pool.
What is a tear in the grids or an improperly seated manifold?
The potential danger of mixing an acid (like muriatic acid) directly with a chlorine product.
What is the creation of highly toxic Chlorine Gas?
The device that automatically adds chlorine to the pool water, connected to the plumbing after the heater (if one exists)
What is a chlorinator (or trichlor feeder)?
When a customer asks for a cost estimate for a repair, you should specify that the estimate is subject to change based on this.
What is the discovery of additional underlying issues (or market price fluctuations)?
The calculation that predicts whether water is corrosive or scale-forming, factoring in pH, TA, Calcium Hardness, and CYA
What is the Langelier Saturation Index (LSI)?
The most energy-efficient type of pump for a pool, often required by modern building codes.
What is a Variable Speed Pump (VSP)?
A common code requirement for barrier protection to prevent unauthorized access to the pool area by small children.
What is a self-closing and self-latching gate that opens outward?
The primary downside of relying on stabilized chlorine (Trichlor tablets) exclusively over a long period.
What is over-stabilization or elevated Cyanuric Acid (CYA) levels?
The best way to manage a customer who insists on using a chemical or procedure you know is incorrect or unsafe
What is politely but firmly stating company policy/best practices, explaining the potential hazards, and documenting their refusal to follow your advice?
If the CYA level is too high, the most effective way to lower it is by performing this action.
What is partially draining and refilling the pool?
The primary function of a salt chlorine generator cell in relation to salt.
What is converting salt (NaCl) into chlorine gas (Cl2) or hypochlorous acid (HOCl)?
The term for attaching an electrical wire to a piece of metal equipment to ensure it has a direct path to the earth in case of a fault.
What is grounding (or earthing)?
The industry term for the process of intentionally lowering the water level in a vinyl liner pool for service or repair.
What is a "liner lock" (being careful not to go below the skimmer or allow the liner to shift)?