Dan Lafferty is Director of Voice and Music for PHMG and has worked as an audio branding consultant for the past eight years, advising companies on how best to use sound as part of the marketing mix. He has conducted extensive research into the psychology of sound, looking at how audio can help to shape consumer behaviour and better understanding the way in which the different elements of music and voice provoke emotional reactions in the mind of the listener.
Good customer service is vital for any HVACR company looking to experience business success.
Time management is key, customer-friendly explanations are valued and following up after job completion goes a long way. But what about call handling?