Product Details

This book gives HVAC Service Professionals the strategies and techniques required to deliver world-class customer service. When the thermostat goes to either extreme, the phones will start to ring. While HVAC technicians can not control the weather, there are numerous behavioral aspects that are controllable. The flowcharts offer a step-by-step approach to fast and professional problem resolution. This book is easy to read, well-illustrated and written by an author with twenty years of customer service management experience.

The newly updated 4th edition includes:

• 60% new anecdotes based on actual field experience
• 15% more illustrations
• More than 10,000 units sold worldwide
• Taught in more than 130 colleges worldwide