Service Industry Provides Professional World-Class Customer Satisfaction

By William Phenn

Steve Cosica, is, "Mr. Nice Guy". This man has spent twenty years in customer service management, as both a Speaker and Published Writer. He has been a speaker at ACCA (Air Conditioning Contractors Association) functions, published in Counterline, a newsletter in the industry, and has held regional customer service workshops for HVAC professionals.

Coscia's book, "HVAC Customer Service Handbook," was very impressive. Very mindful of technical peoples work habits, the book is made using a spiral backing, allowing it to stay open wherever the reader may be. I especially enjoyed this as book marks tend to slip out easily. In addition, "HVAC Customer Service Handbook", is written in larger print, contains humorous graphics and block diagrams. "HVAC Customer Service Handbook" was a pleasant book to read. It covers every service situation I could possibly imagine. From, "Practical HVAC Service Ideas" to "Leading an HVAC Service Operation". Making the customer happy, keeping the customers business and, "How to stay Cool when customers get Hot", is the whole point of this well written 
volume.

I thoroughly enjoyed all 96 pages of this highly informative book. Featured as "book of the week" by Reader Views January 23, 2006