Contact form | Customer service (2023)

Hayward®is America's #1 choice for residential and commercial pool and spa equipment. We do the Totally HaywardSystem and sale of our products directly to wholesalers. Therefore, we do not offer products or product prices directly to consumers. Inquiries about online pricing and equipment purchases should be directed to an Authorized Hayward Manufacturer, Retailer or Platinum Service Dealer.

If you would like to contact Hayward directly with questions about your Hayward products, please choose from the options below.

Contact Hayward Residential

product support

Contact us by phone:

Contact form | Customer service (1) (908) 355-7995(US.)

Monday - Friday, 8:00 a.m. - 5:00 p.m.

Contact us by letter:

Hayward Pool Products
Attention: Technical Service
Ein Hayward Industrial Unit
Clemmons, North Carolina 27102

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Contact us by email:

Click here to continue

Contact Hayward Commercial

product support

If you are NOT inquiring about a commercially licensed installation or Hayward commercial products, pleaseClick here

Contact us by phone:

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Technical support for the CAT controller, Saline C 6.0 and HydroRite
Contact form | Customer service (2) (301) 838-4001(US.)

Monday - Friday, 8:30 a.m. - 5:00 p.m.

Technical support for pump, filter, heater, lighting and complete products
Contact form | Customer service (3) 1 (800) 657-2287(US.)

Contact us by letter:

Hayward Commercial Pool Products
10101 Molecular Drive Suite 200
Rockville, Maryland 20850

Contact us by email:

Click here to continue

Contact sales:

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Northeast and Mid-Atlantic
Sales Commercial Manager
mike hood
Email Mike Hood

Sales Commercial Manager
amanda shore
Send an email to Amanda Shore

Sales Commercial Manager
Pablo Hammond
Email Paul Hammond

Center on
National Commercial Sales Manager
jad porter
Email Jad Porter

Sales Commercial Manager
Dana Barnett
Email Dana Barnett

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western states
Sales Commercial Manager
Gregorio Breslen
Email Greg Breslen


You have
Sales Commercial Manager
peter clark
Email Peter Clark

david was fired
I dismissed David's email.

District of Mexico
robert garza
Send an email to Roberto Garza

Latin America
Regional Sales Manager
Ray Denkiewicz
Email from Ray Denkiewicz

India/Middle East/Africa
ryan lobo
Send an email to Ryan Lobo

Pacific Asia
Eric Vigneron
Email to Eric Vigneron

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How do you provide good customer service answer? ›

10 ways to deliver great customer service
  • Know your product. ...
  • Maintain a positive attitude. ...
  • Creatively problem-solve. ...
  • Respond quickly. ...
  • Personalize your service. ...
  • Help customers help themselves. ...
  • Focus support on the customer. ...
  • Actively listen.
Nov 20, 2022

What do you do when you don't have enough information to answer a customer's question? ›

Spend more time listening and asking

Instead, gently get to the root of the question. It might be that the customer is asking about a product or service you don't even offer. If that's the case, you can simply inform them that they can seek the answer from the appropriate authority.

What is excellent customer service examples? ›

12 examples of good customer service
  • Add a personal touch.
  • Be transparent and educate customers.
  • Respond quickly to all customer feedback.
  • Use creative and unexpected return policies.
  • Find a workaround when items are out of stock.
  • Build a connection with local shoppers.
  • Remember and reward repeat customers.
Jun 4, 2021

How do you answer customer service scenario questions? ›

In difficult customer service scenarios, it's hard to come up with the magic answer or solution.
How to Use Role-Play
  1. Step 1: Introduce the issue. ...
  2. Step 2: Provide details. ...
  3. Step 3: Assign roles. ...
  4. Step 4: Act out a scenario. ...
  5. Step 5: Discuss the experience.
Mar 11, 2022

Can you give us an example of when you have provided excellent customer service answer? ›

I spoke to my manager to determine our options and my manager gave me the approval to give the guests an available room. I also offered the guests free room service for the inconvenience of having to wait for a hotel room. The guests were so satisfied that they left a glowing review online after their stay."

What are the 3 most important things in customer service? ›

Essentially, the 3 important qualities of customer service center around three “p”s: professionalism, patience, and a “people-first” attitude. Although customer service varies from customer to customer, as long as you're following these guidelines, you're on the right track.

How do you respond when you don't know the answer? ›

Try saying something along the lines of, “That's an interesting question, could I take some time to think it over and get back to you?” or “That's a great question, I could give you a partial answer, but I would like to consider it further and get back to you with a full answer.”

How do you respond if you're unsure of the answer? ›

Follow these steps to learn how to handle a question when you don't know the answer:
  1. Stay calm. Interviewers may sometimes ask a difficult question to assess your response, rather than to test your knowledge. ...
  2. Ask clarifying questions. ...
  3. Share what you do know. ...
  4. Be honest. ...
  5. Express your desire to learn.
May 2, 2022

What are the 5 most important things in customer service? ›

Here are the top customer service skills your representatives need, according to data.
  1. Persuasive Speaking Skills. Think of the most persuasive speaker in your organisation. ...
  2. Empathy. ...
  3. Adaptability. ...
  4. Ability to Use Positive Language. ...
  5. Clear Communication Skills. ...
  6. Self-Control. ...
  7. Taking Responsibility. ...
  8. Patience.

What is quality customer service answer? ›

Quality customer service involves providing efficient, quick, and friendly service to customers as well as building strong relationships with them. It also entails responding to customers' issues in time and handling any complaints swiftly.

What words describe great customer service? ›

5 Words that Describe the Best Customer Service
  • Empathy/Understanding. Empathy was mentioned by the greatest percentage of respondents. ...
  • Satisfaction. Satisfaction was the second most popular choice to describe great customer service. ...
  • Listen. ...
  • Patience. ...
  • Caring.
Dec 17, 2021

How do you answer a tricky customer question? ›

How to answer "How would you deal with a difficult customer?"
  1. Listen carefully to the customer. ...
  2. Repeat what you've just heard. ...
  3. Actively sympathize / apologize. ...
  4. Take responsibility to resolve the issue. ...
  5. Remain calm and compassionate.
Dec 15, 2021

How do you handle an angry customer simple answer? ›

Always stay calm and never insult them. Keep in mind that their anger is not personal. Listening to your customers actively, and apologize if it's appropriate. In case nothing else helps and customers don't want to cooperate, put them on hold or tell them that you'll get back to them once they're calm.

How to answer describe a time when you gave excellent customer service? ›

How to Answer. The interviewer wants to know that your definition of excellent customer service exceeds minimal expectations. You could talk about a time when you calmed an upset customer or went above the expectations of your role to make a customer want to return.

Can you tell me a time you went above and beyond for a customer? ›

Answer Examples that Describe Going Above and Beyond

I asked the customer who I had been previously helping if they could please wait for one minute, and then immediately went to the area of the accident and positioned myself to make sure that no customers would unknowingly walk through it.

What are the 5 A's in customer service? ›

The 5 A's: Apologize, Acknowledge, Appreciate, Act, Audit. Apologize to the customer: If the customer is calling and they are upset, the first thing you should do is apologize.

What are the 4 P's of customer service *? ›

Promptness, Politeness, Professionalism and Personalization: these 4 characteristics are the key ingredients to any successful service interaction, and when you think about it, they are the basics you expect to receive as a consumer.

What are the 3 A's in customer service? ›

A - Acknowledge that their concerns are valid. A - Align with the customer, agreeing that you would feel the same were you in their shoes. A - Assure the customer that you will be able to solve their problem to their satisfaction.

What would you do if you were unable to solve a customer's problem? ›

Apologize and then offer a solution if it is readily available. Alternatively, if the issue needs more investigation or you do not have an instant resolution, communicate the same to the customer. End the call thanking the customer for calling in and asking if he or she needs any further assistance.

How would you handle a customer who seems not to understand what you explained to them? ›

Do not try to talk over the customer or argue with them. Let the customer have their say, even if you know that they are mistaken and don't have all the information, or you can anticipate what they are going to say next. As you listen, take the opportunity to build rapport with the customer.

How would you handle a customer who's problem you're not able to help them with? ›

How to Deal with Angry Customers
  1. Remain calm.
  2. Practice active listening.
  3. Repeat back what your customers say.
  4. Thank them for bringing the issue to your attention.
  5. Explain the steps you'll take to solve the problem.
  6. Set a time to follow up with them, if needed.
  7. Be sincere.
  8. Highlight the case's priority.
Dec 15, 2021

How do you deal with a difficult customer interview question and answer? ›

How to answer "How would you deal with a difficult customer?"
  1. Listen carefully to the customer. ...
  2. Repeat what you've just heard. ...
  3. Actively sympathize / apologize. ...
  4. Take responsibility to resolve the issue. ...
  5. Remain calm and compassionate.
Dec 15, 2021


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