| | |  | ASHRAE | Home » » HVAC Customer Service Handbook: How To Stay Cool When Customers Get Hot | | | | | | | Description: | | 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 reps 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. | | | Product Details: | | | Author:
| Steve Coscia | | Spiral-bound:
| 92 pages | | Publisher:
| Coscia Communications Inc. | | Publication Date:
| October 13, 2005 | | ISBN:
| 0976755211 | | Package Length:
| 8.4 inches | | Package Width:
| 5.9 inches | | Package Height:
| 0.2 inches | | Package Weight:
| 0.25 pounds | | Average Customer Rating:
|  based on 7 reviews |
| | | | Customer Reviews: | |
Average Customer Review:
 ( 7 customer reviews )
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Most Helpful Customer Reviews
Service HandbookMay 23, 2011
By airman8085
I have seen Steve at several conferences. He is not only a great speaker, but a great author as well!! This is a must read for all business people.
Wonderful Customer Service ToolMay 23, 2011
By Tammy M
I attended Steve Coscia's Customer Service Training Seminar and immediately ordered this reference book. The information in this book can be used for all HVAC/R service companies, large or small, commercial or residential. It is so nice to go to a guide that was created for our industry by an industry expert. Thank you Steve!
hvac customer service handbookMay 20, 2011
By alan davis
We are a medium sized NH family owned fuel and hvac company supported by a small but dedicated customer service staff-we have seen Steve at several seminars and purchased a number of his training manuals and CDs-this book like all his other work is spot-on when it comes to customer service techniques that seem simple but really work. For anyone in any service related industry, try out his theories and you will enjoy success.
Alan Davis
Contoocook, NH
HVAC customer service handbook reviewMay 19, 2011
By Bob B.
we are a residential and commercal HVAC contractor and have used Steves handbook for the last 2 years. the common sense approach and great tips are common topics in our CSR weekly training meetings. Great value. Bob
HVAC Customer Service HandbookMay 19, 2011
By frank guertler
I met Steve at the HVACR symposium in Las Vegas in March and attended his presentation. I was impressed with the information and how it was delivered. I am the Director of the College of Southern Maryland's Center for Trades & Energy training and I was at the conference looking for tools to equip our students with to give them a competitive edge. A complete understanding of customer service is the kind of tool we were looking for. I ordered the book and I can report that we are going to use this program in our core curriculum class for all our trades starting in September.
The course is well presented, fun and so necessary today. I would recommend this one day presentation to all educational facilities trade and achedemic.
Frank C Guertler
Director
Center for Trades & Energy Training
See all 7 customer reviews on Amazon.com
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