Sheet Metal & Air Conditioning Contractors’ National Association


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Successful Customer Service Practices for HVAC Service


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Successful Customer Service Practices for HVAC Service and Retrofit Contractors provides strategies and procedures to keep a customer for life. It includes information on establishing a customer care culture and working within the "life cycle" of a customer.

Prepared under the direction of the Residential Contractors Council Steering Committee, this manual helps identify and evaluate your customer types and effective service policies for each type, as well as the customer service role of each employee. Sample scripts are provided so companies can set procedures and train employees on proper customer interaction and phone etiquette.

  • Publisher: SMACNA
  • Number of Pages: 37
  • Edition: 1st
  • Date published: 2017
  • Topics: