1May 2012 Monthly Theme May 2012 – Monthly Theme – Refrigeration Note to LCM: This deck has four...

1May 2012 Monthly Theme

May 2012 – Monthly Theme – Refrigeration• Note to LCM: This deck has four segments intended to be

shared with your delivery teams over a four week period.• Week One reviews the Predict Model as it relates to

Refrigeration with a discussion of the Explanation, Demonstration, Information, & Concerns Addressed vital behaviors.

• Week Two discusses Delivery of Refrigeration• Week Three discusses Delivery of Refrigeration • Week Four is focused on showing the Shift Starter – Beyond

Words. • Review all slides before presenting. • Review supporting materials/documentation prior to your

presentation.


May Monthly Theme – Refrigeration

• The purpose of the Monthly Theme is to assist our Delivery teams in gaining a better understanding of the products that they deliver. This also supports the expectations of our customers who want the delivery teams to be subject matter experts on the products they deliver.

• Suggested Vital Behaviors from the Predict model and/or Shiftstarter modules have been included.

• Recommendations for a Monthly Theme Presentation:

• LCMs should meet with MDO Mgrs in advance to review/discuss

• Provide products as visual aids

• Print out copies of the slide deck and supporting materials (such as product information) and post in the stand up area for teams to review after your presentation.

• Use this time to promote improving the customer experience.

May Monthly Theme Refrigeration & Vital Behaviors

Week One

May 2012

The Vital Behaviors that PREDICT Legendary Customer Experiences in Home Delivery


Predict Vital Behaviors Overview

Every delivery provides us with opportunities to provide our Customers with Legendary Customer Experiences in Home Delivery. On the following slides, we will review the following Predict Vital Behaviors as they relate to delivering Refrigeration:

•Explanation•Demonstration•Information•Concerns Addressed


Explanation

•How do you show the vital behavior “Explanation” when delivering Refrigerators?

•Think of a past delivery that went well and share your story with the team.

•Group discussion.


Refrigeration Explanation

• As you are moving to the location where the customer wants their refrigerator hooked up, be aware of the path the product must take during the delivery.

• Look for obstacles, tight corners, or narrow doorways that might create a situation where the product of the customer’s home could be damaged.

• Delivery teams should consider using straps to move product in tight situations.

• Remember that refrigerators with contoured doors are widest in the middle.

• Remove doors (or handles) when necessary…do not force fit.


Demonstration

•How do you show the vital behavior “Demonstration” when delivering Refrigerators and Freezers?

•Think of a past delivery that went well, and share your story with the team.

•Group discussion


Refrigerator Demonstration

• Ask if door swing is correct on top-freezer refrigerators. Change door swing if incorrect.

• Assemble all shelves, bins, and drawers. Dispose of packaging materials.

• Hookup water line for water & ice.

• If there is no water supply, turn the ice maker to OFF. Direct customer to call a plumber if needed.

• Explain to the customer’s who have a Kenmore Elite Side by Side (by Whirlpool) delivered that the “measured fill” capability must first be calibrated before it is used. (For Kenmore Elite models 51182, 51183, and 51189)


Information

•How do you show the vital behavior “Information” when delivering Refrigerators and Freezers?


•Group discussion


Refrigeration Information

• New refrigerators may sound different when cycling on and off than the customer’s previous refrigerator

• Energy Saver Mode – Mullion• On some newer models launching in 2012, the energy saver mode

will be disabled with the mullion heater on

• Current default setting for energy saver button is on with the mullion heater off.

• The Energy Saver Button should always be left off.


Energy Saver Function


Ice Maker


Refrigerator Information

• Do not throw any literature away. Provide all information to the customer. This could include: • Installations sheets

• Quick start guides

• Owners Use and Care manuals

• Stickers

• Water connection instructions

• and more

• Owners Use and Care manuals • Tell customers to use their manuals which have detailed instructions and troubleshooting tips on

their new product.

• Customers should first refer to these manuals for answers to questions that they may have.

• Never advise the customer to call for service for detailed instructions, encourage them to refer to the literature that you just provided.


Concerns Addressed

•How do you show the vital behavior “Concerns Addressed” when delivering Refrigerators?


•Group discussion


Refrigeration Concerns Addressed

Keep in mind the following top customer concerns that result in service technician calls for delivery related issues:

• Leveling & Door Alignment

• Water Connection & Flushing

• General Instruct & Refrigerator Setup

• Door Reversal & Door Removal

• Door/Exterior Damage


New Refrigeration Resources

• Several New Samsung videos have recently been added to the Carrier Website including the following: • Packaging Unloading Testing

• Leveling Leveling Doors Door Handled

• Waterline Connections Water Filter Transporting

• Check the Carrier Website for all available refrigeration related product information


In the coming weeks we will review the Predict Model and discuss delivering and setting up Refrigeration.

Week of May 7th – Predict Model and Refrigeration

Week of May 14th – Refrigeration Delivery & Assembly

Week of May 21st – Refrigeration Delivery & Assembly

Week of May 28th – Shiftstarter – Beyond Words

Overview of May Monthly Theme

May Monthly Theme Refrigeration Assembly & Delivery

Week Two

May 2012


Refrigeration

• Customer Concerns

• Leveling

• Water Hookup

• Ice maker

• Measured Fill


Refrigeration Customer Concerns

Always keep in mind that the following topics are among the top customer concerns that result in service technician calls for delivery related issues:

• Leveling & Door Alignment

• Water Connection & Flushing

• General Instruct & Refrigerator Setup


Always have and use a Level

Leveling - Correct procedure: • Always have a level• Level the refrigerator left-to-right.• Level the refrigerator front-to-back. • Align the doors.• For more detail instructions always refer to the Use and Care guide.


Refrigerator Leveling

TOOLS NEEDED TO ADJUST ROLLERS:• On top-freezer models, use a 3/8” hex head socket to adjust

the leveling screw.

• On side-by-side models, use a 1/2” hex head socket

•Remove the base grille•Use a hex-head socket wrench to adjust the front roller leveling screws located behind the base grille until the refrigerator door is slightly (the thickness of a quarter) higher than the freezer door. •Turn the front leveling screws to the right to raise that side of the refrigerator or turn the leveling screw to the left to lower that side.•Open and close both the refrigerator and freezer doors after each adjustment to check alignment.•Push the grille toward the refrigerator until it snaps into place•If this method does not properly align the doors, refer to the Use & Care Guide for more detailed instructions.



• Locate the leveling screws behind the base

grille of the refrigerator on either side. Use the appropriate tool to adjust the front and rear roller leveling screws (on some Side-by-Side models).

• Turn the roller leveling screw to the right to raise that side of the refrigerator or turn it to the left to lower that side. Adjust to align the doors.

• Side-by-Side doors are manufactured with the refrigerator door slightly higher (approximately the thickness of a quarter). Once the doors are loaded with items, they should become even.

• Before aligning the doors, be sure the product is level.

Rear Leveler >

Front Leveler >

Four Point Leveling

Top of Side-by-Side Doors Uneven



If the rear of the refrigerator requires leveling, a shim kit can be used.

To install the shim:

• Determine the approximate location of the rear roller.

• Set the shim in that location with the tapered edge facing away from the wall. This should allow the rear roller to rest firmly on the shim.

• After determining the correct location, remove the tape from the underside of the shim(s) and place on the floor. This will hold the shim in place.



• If additional height is required, the shims can be stacked to the correct height.

• When stacking the shims break off one section, remove the adhesive strip and place on top of the existing shim.

• If more than 1 shim is stacked, break off one section for each shim. This will the retain tapered edge and make if easier to roll the refrigerator onto the shim.

This segment should be removed.


Water Hookup

• Delivery teams should test the customer’s water flow (supply line) using a Water Flow testing prior to connecting any refrigerator that requires a water connection. This test takes about 15 seconds. (See Home Delivery Best Practice Guide)

• Follow the manufacturer’s guidelines contained in the Owners Manual for hookup guidance


Water Hookup

Correct procedure:There are different connection systems on refrigeration products. Whatever system is present, you should connect (a) the refrigerator to (b) a household water supply through (c) an approved water supply line.

Some products have a coil of gray tubing on the back of the refrigerator that can be used to make the connection to the customer’s water supply. Be sure the tubing is not kinked or damaged, and do not over-tighten the attached nut.


Water Hookup


Water Hookup

• Be sure all connections are tight and the water supply valve is on.

• If the water is connected and a dispenser is present, water needs to be dispensed to flush the tubing. The first glass may take some time as the system is filling with water.

• Instruct the customer to dispense water for 3-5 minutes before using the system. Failure to do so may cause air to remain in the system causing dripping.


Ice Maker

Wire shut-off arm

Slide Switch (Side-by-Side)(Located on the right-hand wall

of the freezer compartment)

• If the water is connected and an ice maker is present, be sure the ice maker is turned on by lowering the wire shut-off arm (most models) or placing the slide switch in the “On” position.• If the water is not connected and an ice maker is present, be sure the ice maker is turned off by raising the wire shut-off arm or placing the slide switch in the “Off” position. If no water is connected and the ice maker is “On,” there will be a very loud noise when the ice maker needs water.


Ice Maker

• Water connection and flushing is one of the leading customer process issues.• Ice Maker and dispenser problems are very obvious to the customer. • It is very important that the water system be connected and flushed correctly.


Ice Maker Water Line Hookup


Ice Maker


Measured Fill Feature

• The method to calibrate measured fill when the fill volume does not match the selected volume has changed. The customer can now calibrate using the user interface. A Service call is not needed to calibrate measured fill on newer models.

• Note: Older models still require service to calibrate.

• The Customer Calibration process can be found in the Owners manual and is designed for the customer to calibrate the measured fill of their new refrigerator water dispenser.

• Flush the water system before calibrating Measured Fill.

• For Kenmore Elite models 51182, 51183 and 51189, the “measured fill” capability must first be calibrated before it is used.



1. Place a sturdy measuring cup (1 cup size) on the dispenser tray centered in front of the water dispenser paddle.



2. Press and hold the OPTIONS and LOCK buttons at the same time for 3 seconds. The words “Back” and “1 Cup” will appear on the display screen. The Calibrate Measured Fill icon will illuminate and remain lit while the Measured Fill feature is being calibrated.

• Note: You may press the ICE MODE button under the word “Back” at any time to exit calibration mode. The Calibrate Measured Fill icon will turn off.



3. Using your hand (not the measuring cup), press and release the water dispenser paddle in order to dispense water to the 1 cup fill line.

• NOTE: If overfilling or spilling occurs, discard the water and press “Back” to restart the calibration process.



4. When 1 cup of water has been correctly dispensed into the measuring cup, press the MEASURED FILL button under the word “Confirm” to confirm the calibration.

5. When Measured Fill calibration has been confirmed, the display will return to the home screen.

May Monthly Theme Refrigeration Delivery & Assembly

Week Three

May 2012


Handling Refrigerators

• Door Removal

• Refrigerator Handling

• Using Protective Wraps

• Using Door Jamb Protectors

• Using Shoulder Straps

• Refrigerator Manufacturing and Wavey Sides


Refrigeration Customer Concerns

Always keep in mind that the following topics are among the top customer concerns that result in service technician calls for delivery related issues:

• Door Reversal & Door Removal

• Door/Exterior Damage

• General Instruct & refrigerator Setup


Refrigerator Door Removal


Setting up French Door Refrigerator -Disassembling the Flex Door

1. Take out the Flex tray (1) by lifting it up.

2. Take off the cover (2) w/harness with a flat-blade screwdriver.

3. Disconnect the housing connector.

4. Remove 2 hex head bolts from the sides with a socket wrench (10mm)

5. Lift up the Flex door from the rails.



• Proper Handling of Refrigerators can avoid damages to the product and the customer’s home

• Several tools are available that should be used when delivering refrigerators, including:• Protective Wraps

• Door Jamb Protectors

• Shoulder Straps



• It may be necessary to remove a customer’s door before bringing the refrigerator into their home.

• Be careful not to damage the product or the customer’s home

• Several tools are available to help prevent these damages.

• The next few slides will discuss the use of Refrigerator Wraps, Door Jamb Protectors and Shoulder Straps.


Refrigerator Protective Wrap


Door Jamb Protectors

• Door Jamb Protectors should be used it will be a tight fit getting a large refrigerator through the door.

• These protectors are spring loaded and can be used whether or not the door has been removed.

• The doorway can be almost completely covered by using 2 or 3 protectors when the door has been removed.


Shoulder Straps & Refrigerators

Some delivery teams use “shoulder straps” to move product into the customer’s home. This technique provides teams with more control over the product, enabling them to better move the product around tight corners or stairways, and helps prevent damage to the product and customer’s property.


Refrigerator – Waves in the sideIssue: • Waves in the side of a refrigerator cabinet, most prevalent

in the lower ½ of the product and particularly evident in certain models.


Refrigerator – Waves in the side

Customer Perception:

• A customer will sometimes interpret the waves as dents in the cabinet and evidence that the unit was dropped or that something hit or squeezed the refrigerator. This is particularly true when one or both sides of the refrigerator are exposed in the customer’s kitchen. The fact is that neither of these are true. These “wavey” sides have no effect on the function of the product.



Root Cause:

• When liquid foam is injected into the cabinet shell, it quickly gets very hot and expands with force, pushing out on all surfaces of the unit. As the foam cools, it contracts and will pull in on the various surfaces of the refrigerator cabinet. The larger cavities in the cabinet contain more foam and will contract further than smaller cavities, causing waves in the sides. This is particularly noticeable on some units that have ducting in the sides of the cabinet. The areas with ducting have very little foam insulation and therefore look as if they protrude from the cabinet.



Solution:

• Though the manufacturers constantly work to improve this issue, there is currently no solution. Waves are inherent in the product and vary greatly based on the thickness of the steel, size of the cabinet, presence of wires, ducts, anchors, etc between the cabinet and liner, and many other factors. If and when a customer is not happy with the waves in their unit, there is little possibility that a new unit will have any noticeable difference. If the customer is still not satisfied, they may need to reselect a different model.

May Monthly Theme Shiftstarter - Beyond Words

Week Four

May 2012


Shiftstarter – Beyond Words

Beyond Words – Regardless of the words we say, our voice tone and body language are powerful communicators. They tell others whether we are bored, interested, in a rush, or willing to help.


Shiftstarter – Beyond Words

Discuss how Beyond Words relates to the Vital Behavior - Rapport

Note: Rapport was part of the April monthly theme deck. Showing the Rapport video clip is an option here if not shown in April.

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